Qlik > Case Studies > Mercedes-Benz Steers After Sales Business with Real-Time Access to BI in QlikView

Mercedes-Benz Steers After Sales Business with Real-Time Access to BI in QlikView

Customer Company Size

Large Corporate

Region

Asia

Country

India

Product

QlikView business discovery software
Siebel

Tech Stack

SAP
Siebel

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Customer Satisfaction

Technology Category

Analytics & Modeling - Real Time Analytics
Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Automotive

Applicable Functions

Sales & Marketing
Human Resources

Use Cases

Predictive Maintenance
Real-Time Location System (RTLS)

Services

Software Design & Engineering Services
System Integration

About The Customer

Mercedes-Benz India, a subsidiary of Daimler AG, was founded in 1994. The company manufactures luxury cars for the Indian market at its Chakan plant near Pune. Mercedes is considered a pioneer in the market and one of India’s top 100 most trusted brands. Mercedes has the densest network among all luxury car manufacturers in India. Currently present in 31 cities and with 72 touch points, Mercedes expects these numbers to continue to grow as it looks to increase the market share in the top-end luxury segment to around 30 percent by 2022.

The Challenge

Mercedes-Benz India was facing challenges in empowering its users to access and analyze data in near real-time. The company was struggling with an ineffective reporting process to senior management, which was time-consuming and inefficient. The reports were pre-defined and static, which made it difficult for the company to make informed decisions. The company was using Siebel as its foundation for dealer management system (DMS), but the internal teams were required to extract data from DMS manually to create reports for the central management team. This was a time-consuming and ineffective process. The company needed a robust, flexible CRM/DMS and business intelligence solution as its foundation.

The Solution

Mercedes-Benz India deployed QlikView business discovery software into its after-sales environment in just four weeks. The solution was then implemented across the Network for Sales and Aftersales functions, and for Plant Operations and HR functions in MB India, exceeding 300 users. The solution now plays a pivotal role across the entire business with information from the back-end ERP/DMS systems getting updated in QlikView at specified frequencies varying from two hours to nightly updates depending on the business needs. The solution was initially deployed centrally and took only four weeks for the first version - from an initial needs analysis with the relevant business heads, to a fully customized, tested and rolled out solution. Once the users were satisfied with the overall presentation and contents, Mercedes-Benz then followed this up with a gradual rollout to each of its dealerships across the country.

Operational Impact

QlikView has transformed the reporting structure at Mercedes-Benz India by removing manual reporting and delivering one centralized view of the business in real-time.
The solution has opened up new opportunities for Mercedes-Benz in terms of the types of reports being pulled.
The QlikView solution allows users to set up reports that are relevant to the user’s individual needs, transforming how the teams analyze information.
The solution has given Mercedes-Benz a holistic view of its business through a single dashboard.

Quantitative Benefit

Delivered first application in just four weeks.
The solution was rolled out to over 300 users across various functions in the company.
The solution updates information from the back-end ERP/DMS systems at specified frequencies varying from two hours to nightly updates.