Mercedes Retools its Fulfillment Operations

Employee team members determined specific components they wanted in the new ordering and back-end operations system that would benefit dealers, consumers and CSRs. The team took a year to create the RFP.

“Once we developed a comprehensive RFP, we hired outside consultant Muldoon & Baer,” says Rizzo. “They came in for an entire year and helped us look for a vendor and work[ed] to integrate the catalog and Internet. They helped us realize that to do it right we had to integrate the front-end and the back-end.”