Mercedes-Benz USA, LLC, a wholly owned subsidiary of DaimlerChrysler AG (NYSE:DCX) based in Stuttgart, Germany, is responsible for the distribution, marketing and supplies of Mercedes-Benz vehicles in the United States.

After using various combinations of in-house records management and semi-effective outsourced storage solutions, Mercedes-Benz USA recognized the need to consolidate its efforts and streamline processes. When the imaging provider used by the company’s Customer Assistance Center (CAC) unexpectedly stopped rendering services, the decision to move forward was essentially made for them. Mercedes-Benz USA turned to Archive Systems to convert more than two million documents to its Web-based document imaging system. Archive Systems met strict time constraints, and the CAC gained unforeseen flexibility and ease of use. Add to that a 60% cost savings, and another decision was made: Begin to implement Archive Systems’ services company-wide.

Today, Mercedes-Benz USA is taking full advantage of the depth of service and flexibility that only Archive Systems can provide—from Web-based image hosting, which features highly efficient document conversion and electronic data capture, to hard copy records storage and secure disposal. Mercedes-Benz USA’s CAC, Human Resources and Purchasing departments, as well as five regional Parts Distribution Centers (PDCs) throughout the United States benefit from instant, secure access to nearly seven million documents within Archive Systems’ Web-based document imaging solution.

Archive Systems scans approximately 40,000 pages per month into the hosted imaging solution for the CAC alone. This solution integrates seamlessly with the CAC’s FASTRACC customer service system, so representatives can provide real-time service by viewing documents without leaving their desktops or exiting the FastTracc application. Other departments upload electronic files from which the Archive Systems imaging solution captures data to recreate various types of documents through the use of customized templates. All scanning is done within 24 hours and information is available to Mercedes-Benz USA immediately thereafter, enabling departments to share information and search by specific criteria.

Archive Systems’ fully redundant infrastructure provides Mercedes-Benz USA with assured disaster recovery and business continuity. Access via dedicated connections ensure that all transactions are safe and secure. Archive Systems’ Web-based document imaging solution is able to perform complex indexing. And because the system understands the algorithms used to create Mercedes-Benz vehicle identification numbers it is able to detect, and in some cases correct data entry errors in the alphanumeric code. Mercedes-Benz USA has reduced internal costs and maximized the efficiency of its workforce by reallocating valuable resources, such as service representatives and IT staff, to focus on meeting core business demands. Outsourcing hard copy storage has enabled the company to reclaim valuable space. And, because the Archive Systems solution uses industry-standard tools and a browser-based interface, new implementations of the system do not require an investment in new hardware, technology or client-side software installation. With high-speed, always-available access, employees can work more efficiently and provide more responsive customer service. Increased efficiencies have translated to long-term savings because Mercedes-Benz USA has been able to meet the support-related demands of rising sales without a corresponding increase in internal staff. Going forward, Archive Systems will host an additional 500,000 to 600,000 documents for the Mercedes-Benz Classic Center and support the company’s marketing efforts by enabling dealers to access pertinent customer survey information.

"One of the main advantages that Archive Systems has over other companies is the ability to capture electronic data," said Pat Keller, Sr. IT Technology Purchasing Agent for Mercedes-Benz USA. “Archive Systems provides a level of efficiency and quality control that could not possibly be achieved using an in-house system and internal resources," he added. "We’ve experienced significant growth in sales over the past few years without a corresponding increase in staff. That is, in part, attributable to efficiencies gained by working with Archive Systems."