Case Study: Mercedes‑Benz Financial Services Portugal achieves 66% FTE savings and a 70% SLA improvement with OutSystems

Mercedes-Benz Financial Services Portugal Digitally Transforms Complaints Management

Mercedes‑Benz Financial Services Portugal faced an email‑centric, manual complaints process that relied on a shared inbox and fragile spreadsheets—creating compliance risk and a heavy workload that required three operations staff full‑time. With an existing OutSystems‑powered customer portal and limited budget, the business needed a fast, integrated digital solution to modernize complaints handling and improve customer experience.

Working with OutSystems partner ForTrevo, the company reused existing middleware and built a case‑management module on OutSystems, delivered in six weeks and integrated into the customer portal. The new portal centralizes communication, enforces SLAs and alerts, simplifies training, and adds management dashboards—reducing complaints handlers from three FTEs to one (66% FTE saving), raising SLA compliance from 44% to 75% (≈70% improvement), and halving average resolution time for third‑party cases.

Mercedes-Benz Financial Services

Renato Silva

Chief Information Officer