Customer Name: Mercedes-Benz Czech Republic Industry: Automotive Location: Czech Republic Number of Employees: 400 Business Impact • Improved customer service • Faster resolution of insurance claims • Better intelligence gathering and analysis

1. Improving Customer Service Through Video
Mercedes-Benz Czech Republic uses Cisco video surveillance solution
to monitor thefts and accidents.
Customer Name: Mercedes-Benz Czech Republic Business Impact
Industry: Automotive • Improved customer service
• Faster resolution of insurance claims
Location: Czech Republic
• Better intelligence gathering and analysis
Number of Employees: 400
Case Study
Business Challenge Solution and Results Aside from boosting security, the new solution has allowed
MBCR analyze images 20 percent faster. Thanks to improved
Around the world, Mercedes-Benz’s famous three-pointed star is After investigating various offerings, MBCR decided to select a
picture quality, MBCR can successfully identify incidents that
instantly recognized as a symbol of superior engineering. It also Cisco® closed-circuit TV (CCTV) over IP solution from its trusted
might have been missed previously.
denotes a proud heritage, which can be traced back to Karl service partner Clarystone. The solution is a combination of
Benz, the man who invented the first gas-fueled car in 1885. 14 SD 2500 and 20 HD 4300 IP cameras. The solution has performed so well that MBCR is planning to add
cameras to two of its sites in the near future.
Mercedes-Benz’s reputation for quality and safety is a given. Capable of monitoring multiple sites from a single location, the
Now the company is seeking to replicate the same effect in security solution allows administrators to: Partner Profile
customer service. In August 2006, it launched the Customer
• Access live video anywhere over the Internet Clarystone s.r.o is a Cisco Premier
Satisfaction Index (CSI) No. 1 program. The program aims to
• Locate specific dates, times, or incidents in video archives Certified Partner and Cisco Video
secure leadership for customer satisfaction in the premium car
in seconds Surveillance ATP Partner. The company provides a wide range of
segment by 2020.
voice, video, and data solutions to companies in different sectors.
• Cost-effectively add new cameras and video storage
One subsidiary that has scored highly on the Index is Located in Brno, with a branch in Prague, Czech Republic, the
Mercedes‑Benz Czech Republic (MBCR). Located in Prague, The Cisco solution appealed to the company, because the company holds an ISO 9001:2009 certificate in the field of
MBCR employs 400 people. system could be easily integrated into MBCR’s IT infrastructure. information technology, telecommunications, and security.
The subsidiary is eager to maintain its excellent standard of MBCR had used Cisco products, such as Cisco IronPort® web
service. One issue that is a constant source of customer appliances, in the past and had been impressed by their quality.
“Clarystone got the CCTV over IP solution up
complaints is vehicle damage. Customers are sometimes wrongly The cameras have been installed at three sites in Prague and
accused of damaging cars when the cars have been scratched or are already having a positive effect on customer service. Exterior
and running quickly and cost-effectively. The
dented in transit. Damages can also occur in the showroom cameras film cars being loaded into the showrooms and record company’s executives knew exactly what
or repair center and be wrongly ascribed to customers. details of every number plate. If a vehicle is scratched in transit, they were doing. We couldn’t have asked for
MBCR had an analogue camera system in place to cover these the cameras record the incident. This arrangement helps ensure better support.”
incidents, but the pictures that it produced were of poor quality. that customers are not wrongly blamed for the damage. Interior
In many cases, identification of number plates and faces was not cameras film the reception, showroom, and repair center areas. Jiří Plaček
possible. Administrators also could not easily locate the footage Any accidents or incidents involving theft or vandalism are Head of Information Technology, Mercedes-Benz Czech Republic
that they needed, and recordings only stretched back two days. instantly captured. Customers who leave their vehicles for
servicing or repair can rest assured that they are now covered
for any loss or damage. For More Information
Details of Cisco video surveillance solutions are available here
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