MARKET SPECIFICS SWEDEN

MPC Contact List - Mercedes Benz Sweden:

The MPC contact list has been removed, and all contact details can be found in Sirius.

Article: Handling Transfer Cases for Wholesale/MOC in Denmark and Sweden.

CS Complaint- MPC Process Flow

Below you find the process flow for when to involve MPC in CS Complaint cases, where a case has been dispatched to a workshop. The MPC needs to be involved if the workshop does not provide a satisfying reply, or does not reply at all.

First of all, it is of course important that we at front desk does our part and notify the workshop with sufficient information and clear questions on what we need from them.

Dealer provides satisfying reply:
The workshop provided a good reply covering everything we needed, and maybe even more.
We have enough information and will proceed with final statement to the customer.

Dealer provides a reply leading to other questions:
The workshop provided a good reply and did maybe provide some new information we were not aware of.
The reply from the workshop leads to us having more questions before we can proceed with a final statement to the customer. In this scenario we should notify the workshop again, thanking them for the good reply and ask the new questions.

Dealer Provides an unsatisfying reply:
If the workshop has replied back to us, but the reply does not include answers on our questions. If the answer from the workshop is good, but does however lead to more questions, follow the step above.

Dealer does not answer, the case has reached MOC Level & the customer contacts us:
You should inform the customer you will chase the workshop for a reply and then you put OM task for OM to handle.
OM will then reach out to MPC to have them ensure a reply from the workshop.

Dealer Dispatch Templates - CS Complaint & CS Appointment Request

Please see below the template to use while notifying the dealership in a CS Complaint & CS Appointment Request.
These templates has been developed in agreement with the MPC.

The intention behind the templates is to first of all make it easier for front desk on what to write, but also for the workshops to understand the intention behind the notification and our expectations to their handling time.

CS COMPLAINT

Hej *VERKSTADENS NAMN*,

Denna kund har tagit kontakt med oss på CAC angående *KORT BESKRIVNING AV ÄRENDET, INKLUDERA ÄVEN KUNDENS FÖRVÄNTNINGAR*.

Vi, från Front Desk CAC, vill ha med alla perspektiv i ärendet och därför önskar vi utförliga svar på nedan fråga/frågor. Lägg gärna till om det är något ytterligare vi behöver veta om just detta ärendet.

Vi kommer efter era svar eventuellt att ta kontakt med Mercedes-Benz Sverige för att validera, därefter kommer vi att meddela kunden om nästa steg. Om ni redan nu kontaktar och löser ärendet med kunden, vänligen meddela oss om lösningen, så vi kan stänga ärendet med ett slutgiltigt framförande.

*Din egen punkt 1* - (VERKSTADENS SVAR)
*Din egen punkt 2* - (VERKSTADENS SVAR)
*Din egen punkt 3* - (VERKSTADENS SVAR)

Notera att vi förväntas motta ett svar på punkterna här ovan inom de 4 närmsta arbetsdagarna för att undvika starten på en eskaleringsprocess tillsammans med Mercedes-Benz Sverige.

Stort tack för ert samarbete, och vi ser fram emot er återkoppling.
Vänligen, *AGENTENS NAMN*
FrontDesk CAC
Mercedes-Benz Sverige

APPOINTMENT REQUEST:

Hej *VERKSTADENS NAMN*

Denna kund önskar att boka en tid för ***
Denna kund kan kontaktas på *** 

[Speciella önskemål]

När ni har bokat in kunden, vänligen svara på detta ärende inne i XentryCCC, så att det kan stängas ur er kö och hanteras vidare av oss på FrontDesk.

Notera att vi förväntas motta ett svar inom de 4 närmsta arbetsdagarna för att undvika starten på en eskaleringsprocess tillsammans med Mercedes-Benz Sverige

Stort tack för ert samarbete, och vi ser fram emot er återkoppling.
Vänligen, *AGENTENS NAMN*
FrontDesk CAC
Mercedes-Benz Sverige

CMS Refund Request to MOC

In CMS cases where the customer request/demand refund of their purchase for different reasons for a purchase done more than 14 days ago MPC needs to approve this. See the refund process in Sirius knowledge management.
To make the investigation of the MOC most efficient, the below questions has to be inserted and answered by you, in the email you send to MOC (cacsvedan@mercedes-benz.com)

1. What package is the customer requesting a refund for? (name)
2. When was the package purchased? (date: XX)
3. How long has the customer been in contact with us regarding the issue with their services?
4. Has the customer provided all CMS template information needed for us to assist the customer? (yes/no)
5. Has BD been involved in the case to try to resolve it? (yes/no)
6. Is the issue solved or ongoing? (solved/ongoing)
7. Has the issue been constant or appeared sporadically? (constant/sporadically, If sporadically: how often)
8. Please add anything else that could be beneficial for MPC to know, before deciding if the refund