© Mercedes-Benz AG
How can you fully digitize a complex online leasing process and thus significantly improve the customer experience? We realized this for Mercedes-Benz in the online store for private customers.
Anyone who has found their dream car online and wants to conclude a leasing or financing contract for it can quickly be overwhelmed by the very complex, rigid online process. Do you have all the relevant documents such as payslips, bank details etc. for the credit check at your fingertips? Can the contract be concluded online at all, or is it necessary to go to the dealer?
In close cooperation with Mercedes-Benz AG, Mercedes-Benz.io GmbH and other partners, we have been developing an overarching concept for the customer experience of leasing in the online store since 2022. The result: an improved customer journey from vehicle selection to contract conclusion. In November 2023, the digital leasing contract conclusion went live in Germany - one of the most important markets for Mercedes-Benz.
With our customer-centric approach, online leasing get's easy as one-two-three:
- In the first step, customers can make a non-binding vehicle reservation, which is saved in their own Mercedes-Benz customer account.
- All important information about the selected vehicle and the status of the order can be found in the personal dashboard at any time. All relevant documents can be uploaded and validated there within a certain period of time.
- Once all documents are complete, the legally binding order is placed by digitally signing the contract. This saves a trip to the dealership and additional paperwork.
Users are independent of service times and navigate all steps independently and at their own pace. However, if questions arise, personal customer advisors are available at the Mercedes-Benz Customer Contact Center.
During the development phase, the ideas were checked with the help of extensive user tests. The feedback? Positive across the board!
- The graphic visualization of the next steps and the availability of relevant information gives prospective buyers optimum orientation and security.
- The fact that the next to-dos can be processed at the customer's own pace after the reservation has been made makes the process as flexible as possible.
- Overall, the improved process is now much more convenient than completing the purchase at the retailer.
