Mercedes-Benz Mobilo
The Task: Establishing a comprehensive digital platform for Mercedes roadside assis-tance services with new branding.
Details
Creative Direction
Design
Development
Approach
- Our primary focus was on discovering both the implicit and explicit needs of the Mercedes driver.
- The convenience alone was not enough, and we wanted to add a personal touch as well. Mercedes owners were organised to be served by the same call centre representative each time to create a premium experience.
- Other special offers by Mercedes were one-click assistance, automatic maintenance reminders, extreme weather condition warnings, shuttle and/or spare car support.
- These services were created through collaborative workshops with the brand team.
Outcome
Mercedes aimed to differentiate its roadside assistance from its competitors while increasing the revenue of its services. Goals achieved!
Numbers
In 6 months Mercedes gained more than 5,000 customers, roadside assistance services soared by 30% and overall customer satisfaction increased by 2%.