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  • Consulting in Italy

  • Consulting in Italy


Since several years, Mercedes-Benz Consulting GmbH is consulting the Italian dealer network in the field of Customer Contact Management. In this context, a comprehensive implementation of Customer Contact Centers has been started for Italian retailers. The basis for these implementation has been the pilots in the dealerships in Rome (2011) and Milan (2013).

The core target of the consulting is the optimization of the retailer’s customer processes.

Therefore an overall dealer assessment and analysis is the first part of the consultancy. Together with the dealer management, new processes, organizational structures and system integrations are defined and implemented.Besides the introduction of a Customer Contact Center, processes consultancy for Inbound and Outbound as well as lead generation topics are important pillars.

Currently, the consultancy for the Mercedes-Benz independent retailers in Italy has been started in Florence, Palermo, Messina, Bologna, Bozen and Brescia. Additional dealers are planned.