China Customer Experience

High innovation density through agile project management

The online portal Mercedes me offers customers individualized access to the world of Mercedes. Daimler significantly improves customer experience and interaction to experience the Mercedes brand that focuses not only on the car, but also on the lifestyle and needs of the customer. The portal provides an integrated ecosystem for vehicle solutions and premium mobility services, as well as other features such as finance and entertainment. With its customized content and services, the digital platform simplifies and enriches the lives of Mercedes customers.

For the introduction of the successful portal to the Chinese market, it was necessary to take the specific mobility requirements of customers in China into consideration. An agile approach was chosen in order to quickly adapt to these needs. UNITY supported this approach not only by pure implementation of the functions, but also through its agile project management. The coordinated and harmonized procedure matched with periodical deployment of functions was a key factor of success for the rapid implementation. Taking market needs into account and the quick, local adaptation of digital customer experience were just as crucial. The rapidly developing Chinese market requires a high level of innovation for both brand awareness and customer loyalty. UNITY’s task was to continually ensure a high level of innovation through an agile project management.

“Within a short period of time, we managed to adapt the complex and comprehensive Mercedes me portal to the Chinese market and developed additional services for the local customers, ensuring a successful launch in China. The structured and methodical approach in project management of UNITY’s consultants made a considerable contribution.”

Robert Bruce

Department Head - Digital Customer Experience

DRGC Daimler Greater China

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Ingo Neumann

Managing Director UNITY China, Team Leader

Peking, China
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Philipp Wibbing

Partner, Head of Business Area

Paderborn, Germany
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