The Contact Center
for Mercedes-Benz China
China is a key market for Mercedes-Benz. mediaman actively supports market development by localizing digital communications and targeted measures to generate online leads. The Contact Center empowers a growing number of Chinese Mercedes-Benz customers to make requests through different channels – tailored to local usage patterns and focused on data that is truly needed.
The goal was to create a simple and efficient solution the generate and handle online requests from Chinese prospects. We focused on the user experience and the unique market situation in China. The platform should satisfy local needs and generate qualified leads,
easily integrate into the existing online world of Mercedes-Benz, and be flexible enough to adapt to ever changing user expectations in China.
By conducting a local analysis of prospects and existing customers we identified essential needs of Chinese customers throughout the decision making process. The Contact-Us Microsite fulfills these needs: As an all-encompassing request platform, it allows users to
send contact requests fast and intuitively. It is easy to reach and was integrated into the Mercedes-Benz online eco-system with various applications and platforms.
More than a service
The Contact-Us platform does more than collecting and handling customer requests. It also supports the marketing team in learning more about customer preferences,
measuring the success of marketing campaigns and qualify potential customer contacts.
Focus groups, benchmark analysis, expert-check, website strategy, information architecture, UX design, tracking & reporting
Frontend development for desktop and mobile, client-specific CMS setup for the management of content, data and tracking, rolling edits, integration into the existing site structure
HTML5, CSS3, PHP, MySQL