Mercedes-Benz USA and Microsoft redefine automotive maintenance
ATLANTA – (COMMERCIAL THREAD) – Mercedes-Benz USA (MBUSA) today announced a transformational collaboration with Microsoft that is redefining automotive maintenance and the way service technicians work, leading to an improved customer experience and greater communication efficiency and employee safety.
As the world’s first mixed reality automotive maintenance system, Mercedes-Benz Virtual Remote Support, powered by HoloLens 2 and Dynamics 365 Remote Assist, enables on-site dealer technicians to work hands-free by sharing sights and sounds in time. real vehicle while speaking with Mercedes-Benz technicians. specialists. Remote MB specialists can provide valuable information and technology advice to help solve complex maintenance issues in record time, without ever leaving their desks.
“This is a sea change in the way we do business – helping us serve our customers faster – and is particularly timely with the new realities of COVID-19 and our desire to ensure safety of employees, ”said Christian Treiber, Vice President of Customer Service at MBUSA. “Today’s vehicles have over 100 million lines of software code. Through our partnership with Microsoft, we have a new paradigm for technology support and communication that helps our dealers and technicians master the complexity of these vehicles while eliminating travel time and site visits. It’s like having an expert on your shoulder.
Game-changing Mercedes-Benz virtual remote assistance:
Improves the experience of our customers by providing faster service
Reduces the time required to resolve maintenance issues, increasing the productivity and efficiency of dealer technicians
In times of COVID-19, it creates a remote working environment without eliminating the important collaboration between remote and on-site technical experts
Reduces the environmental impact of service-related trips
“I am delighted with the transformation made possible by our partnership with Mercedes-Benz USA. By leveraging HoloLens 2 and Dynamics 365 Remote Assist, Mercedes-Benz USA has seen its profitability accelerate from proof of concept to full deployment within months, ”said Alysa Taylor, vice president enterprise, business applications and global industry marketing. , Microsoft. “Microsoft is honored to be a part of the disruption of the automotive industry by Mercedes-Benz USA and to change the way they provide service to their customers.”
How it works: we see what you see
Whether it is simply inspecting a vehicle to make body repair decisions or to resolve more complex situations requiring a collaborative diagnostic plan, with Mercedes-Benz virtual remote assistance, the technician on site puts on the HoloLens 2 helmet and benefits from immediate and real-time assistance from Mercedes. -Benz technical specialists across the United States. With Dynamics 365 Remote Assist, the remote specialist can see exactly what the technician sees at the dealership. Working in a mixed reality environment, this is an immersive experience where they can both view complex 3D images and holograms, see where changes need to be made, annotate visual information, add documents, insert arrows, circles and more to highlight areas to focus on.
“We save so much time without having to go back and forth, download information, ask questions, wait for an answer. Explains Matias Scolnik, shop foreman at Mercedes-Benz of Coral Gables, one of the 12 dealers who piloted the technology. “Getting cars back to owners – diagnosed, repaired, washed and ready to go – in a fraction of the time has a huge impact on our ability to provide excellent customer service. ”
Mercedes-Benz Virtual Remote Assistance was recently rolled out to 383 dealerships across the United States to great applause. And that’s just the beginning. Mercedes-Benz has always been at the forefront of the technology that propels the automotive industry and sees this service as the basis for future opportunities to coach and train technicians.
For more information on Mercedes-Benz Virtual Remote Assistance and the collaboration between automakers and Microsoft, accredited journalists can visit our media site at www.media.mbusa.com.
About Mercedes-Benz USA
Mercedes-Benz USA (MBUSA), headquartered in Atlanta, is responsible for distribution, marketing and customer service for all Mercedes-Benz products in the United States. MBUSA offers drivers the most diverse lineup in the luxury segment with 15 model lines ranging from the A-Class sport sedan to the flagship S-Class and the Mercedes-AMG GT R.
MBUSA is also responsible for Mercedes-Benz Vans products in the United States. More information about MBUSA and its products can be found at www.mbusa.com and www.mbvans.com.