February 28, 2020 - Flexible solutions, convenient access to mobility, owning a vehicle but avoiding the search for a parking space: Today, customer expectations of mobility are wide-ranging and constantly changing. That’s why we're working on various initiatives to meet those needs in an optimal fashion. Benedikt Schell, CEO Mercedes-Benz Bank, explains why integrated solutions are important.
Mr. Schell, what observations do you make about our customers' expectations?
A very big keyword for our customers is flexibility. Whereas it used to be a matter of course to own a car, many people today focus less on the car itself and more on access to mobility. However, there are still many customers who would like to own a car and appreciate the freedom it provides them. However, they want to avoid various pain points that arise from owning a car.
What are these Pain Points?
For example, finding a parking space, entry restrictions for cities, costs for insurance and maintenance or car cleaning. We have to meet all these different expectations with the right products. We work closely together within the company to achieve this. This is the only way we can convince with a consistent and seamless customer journey.
A very big keyword for our customers is flexibility. Whereas it used to be a matter of course to own a car, many people today focus less on the car itself and more on access to mobility.
Benedikt Schell CEO Mercedes-Benz Bank
What can such a customer journey look like?
It's all about linking different services and making them accessible in one app or portal. In other words, we have to simplify our current offering structure. The goal is to bundle all products and services and make them as customer-friendly as possible. We have already developed initial approaches here, for example with our digital ePayment platform Mercedes pay, which is integrated into the MBUX multimedia system from Mercedes-Benz. Or with the subscription model Mercedes me Flexperience, based on Mercedes-Benz Rent, the rental offer from Mercedes-Benz Bank. We also have other services and pilot projects in the pipeline. For example, a mobility package that allows you to rent another vehicle for a certain period of time if necessary, or the integrated use of public transport tickets for the time or environment when you don't need your car.
What is important when you want to combine services?
Three things are particularly important here: Firstly, you need the right hardware, such as a vehicle. Then you need the right ownership model, such as financing, leasing or a subscription model. And finally, the right services must be available, such as after-sales services or mobility services. Everything together is offered as a package tailored to the customer - simple and convenient. Together, we are working to break down the barriers between exclusive vehicle ownership and pure vehicle use and make them more flexible.