Press Release
Personal Liaison Manager
New Standards in Customer Care
- Highly skilled specialists for individual consulting
- Extensive expertise ensures premium-quality service
- Unique car demonstrator for mobile customer consulting
DaimlerChrysler is setting new standards in customer care through the use of its Maybach Personal Liaison Managers (PLMs). In line with the company??????????????????????????????????????s one-face-to-the-customer strategy, a group of initially 40 PLMs will be on call 24 hours a day to provide customers with individualized service. The respective PLM??????????????????????????????????????s telephone number will also be stored in the customer??????????????????????????????????????s car phone so that he or she can be contacted at any time. The PLMs?????????????????????????????????????? main task is to advise and assist their customers in all matters relating to the purchase of the vehicle and the provision of associated services. However, the PLMs not only take care of matters directly connected to the product; they also address other customer concerns as well. A PLM can, for example, organize his or her customer??????????????????????????????????????s visit to a cultural event, Formula One race or other exclusive occasion.
Most PLMs were recruited in countries in which DaimlerChrysler maintains Maybach Centers. They primarily gained their professional expertise and personal skills in various luxury sectors and generally speak two or three languages. To supplement their existing expertise, the PLMs also receive extensive training: Centrally organized introductory seminars lasting four weeks are held in Sindelfingen. In this way, DaimlerChrysler achieves a globally uniform skill level, which is regularly kept up-to-date with the help of follow-up seminars.
New registration and support system
A new registration and support system has been developed especially to enable the PLMs to precisely plan and schedule discussions with customers. The system can also help in the fulfillment of specific customer requests, such as booking hotel rooms or organizing shuttle services.
The PLMs cooperate closely with customers to draw up agendas of the individual consulting services to be discussed at the meeting. This gives the PLMs ample time to prepare themselves for the discussion, and allows them to obtain the assistance of any additional specialists who may be needed to answer inquiries related to the product or its equipment. The customer can thus directly profit from the combined expertise of the DaimlerChrysler Group and the Mercedes-Benz brand.
The results of the discussion between the PLM and the customer are documented in detail, and upon leaving the Center of Excellence, the customer also receives a so-called Maybach Incentive Box containing materials samples. If so desired, customers can also obtain a CD-ROM from their PLM, which contains information on their individual car configuration. In addition to gaining impressions of the car from the showroom models and in-depth presentations, Maybach customers can, of course, also test-drive the vehicle to get a better feel of its capabilities.
Innovative car demonstrator for mobile consulting
To help the PLMs in their consulting work, DaimlerChrysler provides them with a special tool that is unique in this form and with these capabilities. The special tool is a so-called car demonstrator that allows the PLMs to offer expert consulting service outside of the Center of Excellence or the Maybach Centers ?????????????????????????????????????? at any location in the world that the customer desires, in fact.
At the heart of the virtual consulting system is a mobile workstation, in which an extensive image and data archive is stored containing information on the luxury sedan??????????????????????????????????????s technology and equipment features.
The mobile presentation tool is also equipped with a Pen Tablet, which, like an organizer display, can be used to enter data or navigate through the archive with the help of a stylus. Thanks to this system, PLMs can easily put together any type of color or equipment combination.
Cinematic presentation
While the PLM is operating the entry display, the car demonstrator??????????????????????????????????????s mobile projector presents the customer??????????????????????????????????????s selection process like a movie by displaying the magnified images and all the data in high resolution.
Because it is tailored to the needs of discerning customers, this innovative communications technology ensures that processes are precise and highly efficient, allowing the Personal Liaison Managers to focus on providing the important personal touch. Both of these factors, the technological and the personal, guarantee that the customer is provided with the best service possible, and together also confirm the exceptional status enjoyed by the luxury brand.
