VALUE CREATOR MIAO CHEN

I am proud to introduce you to our next Mercedes-Benz Value Creator, Miao Chen!

Our Value Creators are a group of skilled and passionate people we carefully select. They have achieved brilliant results and already unlocked real digital value for our organization. Miao was project manager in our IT department at Daimler Greater China and he was chosen for his outstanding contribution to a data-driven and customer-centric project.

In the following article I will share some of the insights on how Miao and his team set up a project for success and how this has contributed to creating digital value for Mercedes-Benz.

Thank you and congratulations Miao!

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For the last almost two years Miao has been working on a data-driven and customer-centric project. In the past he managed many data-based products covering sales, customer service and marketing.

The main vision of his latest project was to foster a data-driven and customer-centric business with the goal of ultimately delivering smart solutions via digital touchpoints at the right moment. His team predict what kind of service and product a customer needs and when he or she needs it. This is a next step towards shaping a sustainable data-driven business in China. We are now able to know customers’ needs better throughout the whole customer journey.

At this point I would like to emphasize that we at Mercedes-Benz attach great importance to the responsible and transparent handling of data. Where we are not legally obliged to transfer data, customers decide for themselves which services they want to use and which data they want to pass on - either by consent, by contract or at the push of a button.

The solution Miao developed offers the customers more convenience as they receive a package of personalized services together with a link to an online booking system. Via the system they can easily plan and book an appointment in a Mercedes-Benz workshop online. This service transforms the traditional after-sales business, making it more digital and intelligent. We are enabling Mercedes-Benz customers in China to make better use of their cars.

Miao and his team felt a strong sense of ownership for this project. They built the product and are constantly improving it together with their business partner from marketing and after-sales. As the project lead Miao was responsible for the tech side of the project. He is particularly interested in aspects such as the IT architecture, the solution design or big data technologies. Miao truly created value in getting this project off the ground, by caring about the people in his team and by motivating them. He gained the trust of the project members and started focusing them towards a common goal. They started small and speeded up fast.

In the future the team is planning to work on more use cases from various business units and to integrate even more digital touch points into our customer journeys.

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