Idea: - Providing an USB business card as part of the welcome package.

Description: In India we send customer welcome letter to the customer via email. However, it
has been observed that most of the customers never read such mails and are highly dependent
on the F&I Manager or CRO for any query. However, we can send customers plastic card USB
at the time of delivery of the vehicle. Customers can easily carry the card in their wallet.
This USB card can contain standard information about MBFS, info on the account creation on
my MBFS, info on ROC charge creation, email IDs and contact nos of the people and their
proxies, with whom a customer can coordinate directly in case of queries, such as customer
care, and TDS department etc., so that customer can manage his account digitally. Also by
utilizing the USB business card the new customers have an easy and convenient way to sign-up
to my MBFS portal. Furthermore, USB can include details of other vehicles of Mercedes.
Moreover, we can include details of our proprietary product Agility and Lease and include the
comparison of Agility vs Normal Loan. Also, going forward we can include customer welcome
letter and contract details along with repayment schedule in the USB.
Key Features:1) USB storage device with all customer data.
2) USB device contains all information about all New offers from MBF &MBI
3) Access to MY MBFS.
4) Access to MBF financial Calculator.
5) Subscription to online version of Mercedes Benz magazine.
6) Soft copies of all customer signed documents and agreement copies.
7) Access to customer portal and customer should be able to get repayment
Schedule and FC quote from the help of the same.
8) Updates on this USB card in fixed intervals to get more customer touch
Instances.
9). We can provide the link to our webpage to educate customer about the
latest offers and schemes run by DFSI.
Beneficiary parties: - 1). Mercedes customers, as this USB will be one stop resolution of
Queries of customers.
2). Dealers: - As this USB will help in customer retention.
3). DFSI, as CSI will increase and customer retention will increase.
Opportunities:
1. Improvement in CSI, customer loyalty and customer retention with DFSI Expected to
increase.
2. Decrease in traffic to customer service Call center and pool id thus resulting major
saving on man hours and associated costs
3. Extremely low cost medium of connecting & securing a touch point with customer, same
can be utilized for communication of retention, insurance and other products in future.
4. Provide transparency thus avoid all customer heartburning and thus will ensure most of
the customer will upgrade to relationship and partnership stage thus having positive
impact on top and bottom line.
5. Due customer access to all signed documents thus any pendency and discrepancy can
be highlighted and thus can be cleared faster.
6. More hits on MY MBFS and Financial calculators.

7. More touch points to showcase our special products with interesting videos loaded in
USB storage device.
Risk & Threats: 1. Leak of key data to competitors, can be mitigated by only loading on case specific data for
the customer and no data of strategic importance on product information to be load on the
card.
2. Excessive communication can cause fatigue at customer end, to avoid the same minimum
and strategically planned communication only via email & letter is recommended.
3. Risk of customer data leakage and legal implication, we should take customer undertaking
if he misplaces the USB drive he indemnifies DFS from any issues losses arising out
regarding data or identity theft.
Total Cost of USB drive & Loading1) USB Drive-800/-rs 2) Loading and distribution charges-1200/-rs
Total cost is 3000 per drive.
Cost per month considering North 2& East as average Business is 80 cases per month
is 80 *2000=1,60000/-rs