Mercedes Retools its Fulfillment Operations

Mercedes’ officials wanted a delivery-tracking system, so CSRs and dealers could get information about when packages were shipped and when they’d arrive. In addition, the company wanted to begin accepting Web orders and provide customer service through Live Chat and e-mail.

And Rizzo had his own requirements. He wanted the system to be easy to use to instill confidence in retailers that their product would be delivered on time, and to ensure that the staff had enough inventory information to manage the re-ordering and selection of products, especially for the Web site. He also wanted a comfortable business relationship with the fulfillment vendor—one that would encourage retailers to communicate with the corporate office and the vendor.