CMI Mercedes-Benz | Redefining Check-In with a Seamless and Assured Digital Reception

Image Source：© Mercedes-Benz Group Media

From the moment a vehicle enters the service center, CMI Mercedes-Benz has redefined the reception experience with Welcome Aboard and Smart Workshop, ensuring that every customer is instantly acknowledged and every vehicle receives timely, well-coordinated service.

Solutions	Welcome Aboard Automatically records vehicle entry time via license plate recognition, ensuring every arrival is instantly tracked. Smart Workshop Integrates DMS system, featuring visual dashboards, timeout alerts, digital pre-inspection forms, and electronic signatures. The system fully digitalizes the reception process, allowing managers and service advisors to monitor operations in real time.
Background	CMI Mercedes-Benz is Taiwan’s largest Mercedes-Benz dealership group and a key player in the brand’s after-sales service network. In line with Mercedes-Benz’s global CASE strategy (Connected, Autonomous, Shared & Services, Electric), the group actively embraces digital tools to elevate customer experience.
Challenges & Pain Points	Heavy morning traffic made it difficult for service advisors to manage vehicle flow efficiently. Manual and paper-based workflows often led to delays, forgotten vehicles, and customer complaints. Managers lacked real-time visibility into workshop congestion and reception progress.
Project Outcomes	Reception efficiency increased significantly, while missed or delayed service cases were drastically reduced. Supervisors now monitor workshop activity in real time. The system has become indispensable—staff describe it as “impossible to return to the old way.”

Client Background

As Taiwan’s largest Mercedes-Benz dealership group, CMI Mercedes-Benz plays a pivotal role in the brand’s after-sales ecosystem.

Aligned with the global CASE vision—Connected, Autonomous, Shared & Services, Electric—the company aims to enhance every customer touchpoint, from vehicle check-in to service completion, by elevating the service experience through technology.

Challenges & Pain Points

At major CMI Mercedes-Benz service centers, the morning peak hours (9:00–10:00 a.m.) often bring a high volume of both appointments and walk-in customers, leading to several recurring challenges:

• Service advisors (SAs) and reception assistants must handle multiple vehicles simultaneously, creating risks of oversight and delays.

• Traditional paper-based workflows lack real-time tracking and monitoring.

• Cases occurred where vehicles and customers were left unattended, causing dissatisfaction and complaints.

• Without visualized information, management could not accurately gauge congestion or workflow efficiency during peak times.

To address these issues, CMI Mercedes-Benz sought a visual, data-driven reception management tool combining license-plate recognition and digital dashboards, ensuring every vehicle and customer is promptly received and tracked.

Solutions

Cruisys implemented Welcome Aboard and Smart Workshop as dual pillars connecting Mercedes-Benz’s reception and after-sales operational workflows：

Welcome Aboard — The Smart Entry Point

Using license-plate recognition, Welcome Aboard automatically logs each vehicle’s arrival time and synchronizes this data to Smart Workshop, enabling accurate tracking and triggering subsequent reception workflows.

Smart Workshop — The Operational Nerve Center

Smart Workshop integrates DMS system, digitalizing every stage of after-sales operations—from reception and repair to delivery.

Its visual dashboards provide service teams and managers a real-time overview of all ongoing activity.

Key Features:

• Visualized Reception Monitoring Color-coded and icon-based status indicators clearly distinguish appointments, walk-ins, and overdue cases.

• Timeout Alerts Vehicles exceeding defined waiting thresholds trigger visual warnings, preventing delays and forgotten cases.

• Digital Pre-Inspection & E-Signature Staff perform vehicle walk-arounds, take photos, and capture electronic signatures via iPad—eliminating paper forms and improving efficiency.

• Real-Time Data Synchronization Integration with OEM booking and DMS systems allows SAs to access vehicle and customer data anytime, anywhere.

By integrating these two systems, CMI Mercedes-Benz transformed the previously chaotic morning rush into a controlled, transparent, and efficient operational rhythm.

Project Outcomes

• Reduced Missed Check-Ins: Every incoming vehicle is automatically tracked, minimizing human error.

• Enhanced Reception Efficiency: Visual dashboards help staff allocate tasks faster, shortening customer wait time.

• Greater Operational Transparency: Supervisors gain real-time visibility into service and reception activities.

• Fewer Customer Complaints: A structured reception rhythm reduces uncertainty and builds trust.

• Now Indispensable to Daily Operations: Staff remark, “Without Smart Workshop, it’s almost impossible to handle the morning peak.”

*Note: This case study focuses on qualitative improvements in workflow and experience. Exact internal KPIs are confidential and not disclosed.

The process has completely changed — there’s no going back. Without Smart Workshop, we can’t imagine handling this many cars during morning peak hours.

—— Service Manager, CMI Mercedes-Benz

Conclusion

The implementation of Smart Workshop transformed reception management at CMI Mercedes-Benz from manual, paper-based operations into a data-driven, real-time, and visualized process—now the digital nerve center of the service floor.Beyond improving efficiency, it also strengthened customer trust and satisfaction.

Looking ahead, Cruisys plans to extend the solution to other Mercedes-Benz dealerships across Taiwan and continue collaborating with Mercedes-Benz Taiwan to advance comprehensive digital transformation in after-sales services—from reception and repair to customer engagement—realizing the “Services” pillar of the CASE vision.

Want to see how Smart Workshop and Service Go can transform your after-sales operations? Contact us to explore the best implementation path for your business!

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