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:
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!