What about the project was challenging for you?
The biggest challenge was moving the design, the PowerPoint slides and the test Wallet passes into the real world and piloting them at the Bremen branch. At the same time, that was naturally the best part of the project, when you saw the sketch of an idea become an actual product used by real customers.
What is the takeaway for you personally?
The After-Sales business unit is highly motivated toward the Digital Shift, for integration, testing and expanding digital services and products. Wallet is just one of many threads. It was incredibly fun to blaze new trails in appointment management with our colleagues. I was especially proud of the thoroughly positive customer feedback and the ever-growing use of Wallet at the Bremen site.
What’s coming in the future?
It ain’t over till it’s over, as they say. Our minimum viable product was accepted very well by all stakeholders, from Daimler headquarters to the branch to the customer.
This year, the northern sales network will adopt the ServicePass developed for Bremen, including its features and push notifications, and implement it in Hamburg and Hanover. Moreover, in Hanover a terminal for fast service check-in has been installed. Here customers scan the QR code on the first page of the Wallet pass, and once digital registration is done, they just throw their car keys into a locker. This saves the customer time and provides a special customer experience.