MBFS: Using Customer Experience Analytics to Drive World-Class Customer Satisfaction

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MBFS: Using Customer Experience Analytics to Drive World-Class Customer Satisfaction

Mercedes Benz Financial Services USA LLC (MBFS), headquartered in Farmington Hills, Mich., with Business Center Operations in Fort Worth, Texas, provides brand-specific financial services and products for Mercedes-Benz automotive dealers and their retail customers. It also provides financial support to smart USA dealers and customers. In the U.S. trucking industry, it conducts business as Daimler Truck Financial and finances Daimler Trucks North America commercial vehicles branded Freightliner, Western Star, Thomas Built Bus and Mitsubishi Fuso Truck of America, Inc.

MBFS serves as the headquarters for operations in the Americas, with approximately 1,700 employees in the United States, Canada, Mexico, Argentina and Brazil managing a portfolio of approximately $34 billion. With an over 30-year history of financial product and service excellence, MBFS provides financing for dealer inventories and over 400,000 retail customers while striving to maintain the highest levels of customer service and satisfaction.

MBFS is a company of the Daimler Financial Services Group, the captive financial services arm of Daimler AG, which is headquartered in Stuttgart, Germany. Daimler Financial Services does business in 40 countries and employs more than 7,000 men and women worldwide.

MBFS plays a crucial role in shaping dealer and customer perceptions of the overall Mercedes brand. This case study provides an overview of the MBFS and CFI Group relationship and several of the program highlights to date.

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