Mercedes-Benz India deployed QlikView business discovery software to empower users to access and analyze data in real-time, create more effective reporting to senior management, and improve decision making. The solution was implemented across several business functions in just four weeks. It has enabled over 300 users to access real-time data for immediate action and effective steering of the aftersales business through improved access to information. Mercedes-Benz has seen a 60% increase in aftersales business over the past two years since deploying QlikView.

1. SOLUTION OVERVIEW
Customer Name: Mercedes-
Benz India
Industry: Manufacturing –
Automotive
Function: Aftersales, sales,
plant operations and human
resources
Geography: India
Challenges:
 Empower users to
access and analyze data
and gain valuable insight
in near real-time
 Create a more effective
reporting process to
senior management
 Deliver reports in minutes
rather than hours/days
 Improve decision making
Solution: Mercedes-Benz
deployed QlikView business
discovery software into its
after sales environment in
just four weeks. Since then
the solution has been
implemented across the
Network for Sales and
Aftersales functions, and for
Plant Operations and HR
functions in MB India,
exceeding 300 users.
Benefits:
 Deployed a single
architecture for all
business intelligence
 Enabled users to access
real-time data for
immediate action
 Effective steering of
aftersales business
through improved access
to information
 Delivered first application
in just four weeks
Data Source Systems
Applications: SAP, Siebel
Partner: Technoforte
MERCEDES-BENZ STEERS AFTER SALES
BUSINESS WITH REAL-TIME ACCESS TO BI
IN QLIKVIEW
“QlikView stood out from the competition for its speed to market and data
analysis capabilities. Following the proof of concept, it was clear that we
could implement and start deriving value from the solution in just a matter
of weeks.”
– Devdutta Chandavarkar, Director of After Sales, Mercedes-Benz India
OVERVIEW
Founded in 1994, Mercedes-Benz India
- a subsidiary of Daimler AG -
manufactures luxury cars for the Indian
market at Chakan plant near Pune.
Mercedes is considered a pioneer in
the market and one of india’s top 100
most trusted brand. Mercedes has the
densest network among all luxury car
manufacturers in India. Currently
present in 31 cities and with 72 touch
points, Mercedes expects these
numbers to continue to grow as it looks
to increase the market share in the top-
end luxury segment to around 30
percent by 2022.
A new approach to data analysis
with QlikView
In 2007, Mercedes-Benz deployed
Siebel as its foundation for dealer
management system (DMS). The
internal teams were required to extract
data from DMS manually to create
reports for the central management
team. These reports were pre-defined
and static, which was a time-
consuming and ineffective process.
Devdutta Chandavarkar, Director of
After Sales at Mercedes-Benz India
says: “Working from the head office it is
absolutely vital that we have clear,
effective reporting and analysis
structure to understand everything that
is going on at our dealerships – they
are essentially the eyes and ears of the
business.” Chandavarkar adds:
“Customer trust is at the heart of our
organization. It is imperative that our
customers receive the best service
from each and every one of our
dealerships. To deliver against this
objective we must have a robust,
flexible CRM/DMS and business
intelligence solution as our foundation.”
The Mercedes-Benz IT team set about
finding a new business discovery
solution to help improve reporting, data
analysis and ultimately improve
operations. The team reviewed
several potential business
intelligence solutions. However,
following an extensive review cycle
including a proof of concept (working
with QlikTech Partner, Technoforte)
Mercedes-Benz took the decision to
standardize on the QlikView business
discovery platform. Chandavarkar
comments: “Technoforte did an
excellent job in understanding our
business and defining a suitable
solution. QlikView stood out from the
competition for its speed to market
and data analysis capabilities.
Following the proof of concept, it was
clear that we could implement and
start deriving value from the solution
in just a matter of weeks.”
Solution deployed in less than four
weeks
The initial rollout of the QlikView
application was made to the after
sales team to review throughput,
warranty and revenue figures and
many more streams of data.
Following a successful trial,
Mercedes-Benz then started to rollout
the solution across the business
including the sales, operations and
HR, functions. The solution now
plays a pivotal role across the entire
business with information from the
back-end ERP/DMS systems getting
updated in QlikView at specified
frequencies varying from two hours to
nightly updates depending on the
business needs.
Rajeev Jorapur, Chief Information
Officer, Mercedes-Benz India says:
“We initially deployed the solution
centrally. The deployment process is
simple and takes only four weeks for
the first version - from an initial needs
analysis with the relevant business
heads, to a fully customized, tested
and rolled out solution.” Once the
users were satisfied with the overall
presentation and contents,
Mercedes-Benz then followed this up

2. RETURN ON
INVESTMENT
60%
increase
In aftersales
business over the
past two years
TIME TO VALUE
Four
weeks
to implement first
version of solution
deliver immediate
value
© 2013 QlikTech International AB. All rights reserved. QlikTech, QlikView, Qlik, Q, Simplifying Analysis for Everyone, Power of Simplicity, New Rules,
The Uncontrollable Smile and other QlikTech products and services as well as their respective logos are trademarks or registered trademarks of
QlikTech International AB. All other company names, products and services used herein are trademarks or registered trademarks of their respective
owners. The information published herein is subject to change without notice. This publication is for informational purposes only, without
representation or warranty of any kind, and QlikTech shall not be liable for errors or omissions with respect to this publication. The only warranties for
QlikTech products and services are those that are set forth in the express warranty statements accompanying such products and services, if any.
Nothing herein should be construed as constituting any additional warranty.
with a gradual rollout to each of its
dealerships across the country.
Jorapur comments: “User adoption is
very high, due to QlikView being very
attractive and easy to use.”
He adds, “The rollout was made
easier by the fact that QlikView
integrates readily with our existing
SAP and Siebel CRM tools – it was a
very straight forward process.”
Technoforte played a key role in the
design and rollout of the solution,
including the training.
Flexible QlikView platform
transforms data analysis
QlikView has transformed the
reporting structure at Mercedes-Benz
India by removing manual reporting
and delivering one centralized view of
the business in real-time.
Chandavarkar says: “QlikView has
given us a holistic view of our
business through a single dashboard.
Everyone is now speaking the same
language regardless of whether they
are from after sales, operations or
HR and this makes our entire
processes much easier.”
The solution has also opened up new
opportunities for Mercedes-Benz in
terms of the types of reports being
pulled. Chandavarkar adds: “The
QlikView solution allows us to set up
reports that are relevant to the user’s
individual needs. This has
transformed how the teams analyze
information. Users do not just get a
view of what is happening, but they
also get an understanding of why
something is happening. This means
the team can concentrate on fixing
any issues as efficiently as possible.”
He adds: “We never thought that
such reporting would be possible.
QlikView has transformed the way we
analyze the information within our
business.”
As active users of the solution, the
after sales team are seeing
immediate benefit from the solution.
Chandavarkar comments: “Each
month I require a report from the
dealerships. This used to be a time
consuming, manual process involving
staff from multiple levels. Using
QlikView we now have a dashboard
view of all the data in a matter of
minutes every day in near real-time -
this is a huge advantage.”
Improved access to near real-time
data leads to proactive steering of
aftersales business
Since deployment, Mercedes-Benz
has seen a dramatic improvement in
the After-Sales Operation and
customer experience.
Chandavarkar comments:
“Dealerships have a good handle on
day-to-day operations, tracking
customer interactions more closely in
order to ensure the customer has the
best possible experience.” He adds,
“The feedback from dealers has been
very positive. We have seen an
increase in vehicle throughput of
more than 60 percent over the past
two years. The efficient resolution of
customer complaints and attention to
high quality service experience has
ensured high customer retention and
consistently improved our CSI scores
every year. QlikView is instrumental
in helping us to manage and steer
our business through this growth.“
Looking to the future with QlikView
As an ambitious and ever growing
organization, Mercedes-Benz is
reviewing the future possibilities for
the solution. In the short-term this
means rolling out QlikView on mobile
devices across the organization,
giving even greater flexibility to the
higher management to access
reports directly from the field. In the
long-term, Mercedes is looking at
how it can use the information gained
to derive business insights and
provide the differentiating edge using
predictive analytics.
Chandavarkar comments: “The
solution is very effective at creating a
snapshot of the here and now, as
well as helping us to make some
informed predictions on the near
future. The next step is to extend
these possibilities into extensive
predictive analysis.”
Chandavarkar concludes: “QlikView is
an integral part of the daily operations
at Mercedes-Benz. We are now
looking at how we can further develop
and scale the solutions into new
areas.”
Following the success of the
implementation in India, Daimler is set
to rollout QlikView in the APAC Region
and Europe in specific business areas.