Case Study: Mercedes Benz achieves personalised customer service excellence with RSVP

Mercedes Benz - Customer Case Study

Mercedes Benz partnered with RSVP to deliver 24/7 front-line customer service across a wide range of marketing and sales support activities. As a premium automotive brand with a reputation for perfection, Mercedes Benz needed a customer service operation that could match its standards while handling inbound enquiries, outbound follow-up, data entry, and brochure fulfilment.

RSVP built a highly trained dedicated team supported by CRM data, integrating Mercedes Benz customer records and DVLA vehicle information to create a more personal and efficient experience. The solution supported more than 5 million customer contacts over 21 years, achieved over 98% CSat, handled around 120,000 inbound calls and 300,000 test-drive-generating outbound calls per year, and fulfilled about 130,000 brochures annually while improving first-contact resolution and reporting quality.

Mercedes Benz

Melody

Customer Service Agent