Case Study - Mercedes Benz

01 — Challenge

Mercedes-Benz needed to provide fast, empathetic support to clients experiencing roadside breakdowns across South Africa, Namibia, Botswana, and Eswatini.

The challenge: resolve crises, with a 10minute turnaround time, under pressure while protecting the brand’s reputation for luxury service.

02 — Solution

I managed cases through Salesforce Sirius, verifying client data, dispatching technicians, liaising with dealerships, and arranging rentals for clients in need. My approach was to combine calm problem-solving with clear communication, ensuring clients felt supported even in stressful situations.

03 — Results

1. Restored client confidence by resolving crises quickly and professionally.

2. Improved cross-border coordination with dealerships, reducing turnaround times.

3. Enhanced customer loyalty through empathy-driven service in high-pressure situations.