Mercedes-Benz WebParts. Guidelines & Manual for Professional Online Orders Dealer Edition

Transcription

1 Mercedes-Benz WebParts Guidelines & Manual for Professional Online Orders Dealer Edition Version 4.8 October 2017

2 Table of Contents Table of Contents Welcome to Mercedes-Benz WebParts Advantages of WebParts for your genuine parts business From pricing to processing orders How it works User roles and tasks in the WebParts dealership operation First steps in WebParts Technical requirements Logging in and out Basic design of WebParts Changing between dealer organizations Administrating existing and creating new users Administering registration requests/contact queries Registration overview Viewing prospect details Contact query overview Viewing prospect details Connecting new customers to WebParts User management in the After-Sales Administration Tool (AAT) Log into AAT Information and functions in the main menu Searching for organizations Searching for persons Important processes and use cases in the AAT Maintaining role-independent user settings for WebParts Create dealer admin for new WebParts dealership operation Creating order acceptors in the dealership operation Create new customer organization Creating users for a customer organization Resetting the password of a user Withdrawing WebParts rights for a user Managing own dealership operations in WebParts... 42

3 2.6 Managing customer organizations in WebParts Link customers to existing branches Supplementing/editing customer data Activating the SAP OCI interface Managing call centre customer organizations in WebParts Create call centre customer organizations Delete call centre customer organizations Export/import call centre customer organizations Important processes and use cases in WebParts Deleting a customer organization from WebParts Relocate a customer organization to a different accepting branch Deleting a branch from WebParts Administrating dealer-specific general terms and conditions in WebParts Managing genuine parts warranty in WebParts Defining delivery cost types Pricing and sales promotion Creating dealer-specific list prices Defining prices for individual products Defining target group-specific discount rates Discount matrix Discount groups Customer discount classes Encourage part sales using promotional prices Planning and implementing own promotions Selecting a promotion variant Creating new promotions/editing current promotions Participating in national promotions Reactivate previous promotions Quick link to campaign products Sample pricing calculations Order processing Overview of incoming orders Viewing details for individual orders Mercedes-Benz WebParts

4 4.3 Extended customer communication Processing orders step by step Export settings Reporting Report overview Dashboard Dealer Reporting Lost Sales on dealer level Lost Sales on customer level Availability levels Parts list per customer Dealer reporting (promotions) and parts list per customer (promotions) Dealer and customer data transfer due to structure changes to the GSSN Initiale Situation Logging into the new dealer organization structure Logging into the old dealer organization structure GSSN transfer function Carry out data transfer Cancel data transfer Complete data transfer Quality management Checklists and forms How confident are you in using WebParts? Connecting new customers Mercedes-Benz WebParts 4

5 1 Welcome to Mercedes-Benz WebParts We are pleased that you have decided to profit from the advantages offered by Mercedes- Benz WebParts when selling Mercedes-Benz GenuineParts. WebParts allows your customers to conveniently order Mercedes-Benz GenuineParts via the Internet. By actively using Mercedes-Benz WebParts as an additional sales instrument, you can strengthen the relationships with your customers and safeguard sales with minimal outlay. The efficiency with which orders are processed also allows you to spend more time on genuine customer consulting or expanding your customer base. In the long term, you will therefore establish a solid basis for securing higher sales in genuine parts business. This manual introduces you to WebParts step by step and helps you to exploit all the advantages it offers for your dealer. Whether you're a beginner or an expert, you can refer to the manual to find the information you need. Before you really get started, however, read through section 1 to gain an overview of Mercedes-Benz WebParts. You will see: The order processing of Mercedes-Benz GenuineParts has never been easier. 1.1 Advantages of WebParts for your genuine parts business Competition in the parts business has continued to increase in the last few years. This is also the reason why the trend toward ordering parts online has become even more popular. Mercedes-Benz WebParts is the right answer to this development as the application creates a win-win situation for your customers and you. Used professionally, WebParts offers you as a Mercedes-Benz partner nothing but opportunities with no risk whatsoever. Fleet owners and independent garages that routinely purchase Mercedes-Benz GenuineParts from you can also profit from a number of advantages. Advantages for your customers Flexible identification and ordering of parts regardless of opening times Minimized ordering outlay thanks to online ordering and the ability to carry out searches in the Electronic Parts Catalog (EPC) for the Mercedes Benz, smart, and EvoBus brands High price transparency with display and calculation of parts prices based on the conditions individually agreed on between you and your customer Access to current promotional offers from your dealership operation High availability thanks to a reliable logistics network with consistently high product and workmanship quality of Mercedes Benz GenuineParts Display of the current availability of the parts required 5 Mercedes-Benz WebParts

6 Overview of your advantages Increased order willingness from your customers as a result of transparent prices and individually arranged conditions Display of parts availability for improved ordering reliability for your customers Automatic order confirmation sent to your customers Customer-specific parts promotions and marketing options Participation in national sales promotions for your Mercedes-Benz national organization Consolidation and development of long-term relationships with fleet owners and independent garages Higher sales of Mercedes-Benz GenuineParts as a direct result Time savings and better efficiency thanks to a simplified ordering process Parts identified directly by your customers based on the current EPC reduced outlay for parts identification at your dealer Integrated evaluations for targeted analysis of customer and product segments Tip: Round off your WebParts knowledge by reading the comprehensive customer manual. This will allow you to establish a good basis for optimally consulting with and assisting your customers. 1.2 From pricing to processing orders How it works The processes involved in ordering Mercedes-Benz GenuineParts online can roughly be subdivided into three areas. Determine parts and view individual prices Place parts in the shopping cart Process order data in WebParts Place order Customer Process order in DMS Transfer order to DMS Process order in WebParts Call up order in WebParts Order acceptor Consult with customers Carry out installations Maintain master data Administrator Mercedes-Benz WebParts 6

7 Administrative processes at the dealership operation To establish a basis for order processing via Mercedes-Benz WebParts, the master data of the respective customer must be maintained accordingly in the AAT (After-Sales Administration Tool) and in Mercedes-Benz WebParts. This also includes assigning a customer discount class and maintaining the corresponding discount rates. In combination with product-related discount groups, customer-specific prices can then be defined. In addition to the aforementioned options for price differentiation per customer, you can also present promotion offers and house prices specific to your dealer. After you have instructed your customers on how to use WebParts and have given them their personal access data, they can order Mercedes-Benz GenuineParts from you. Customer processes for placing parts orders Customers independently identify the parts they need in the Electronic Parts Catalog (EPC). They can then press a button to place individual items directly in the WebParts shopping cart. All part items can still be processed within the shopping cart. The customer can also supplement the shopping cart by manually adding part numbers, adding special offer products, or deleting individual items. Customer-specific prices are automatically determined for each order item, whereby the part price is quoted based on the respective discount group and the individual customer discount class (CRC). If your dealer offers an integrated availability check, the customer can also be shown information about the delivery date for the parts ordered. When the order is complete, the customer sends it to you online (their Mercedes-Benz partner). The order is then automatically assigned an order number and the order date, including the time. Availabilities on the market activated Dealer processes for processing orders As a Mercedes-Benz partner, you receive an notification for new orders received. In the WebParts order overview area, you can also view all orders from your customers at any time. All order items for individual WebParts customer orders can be printed out as a basis for order picking. Processed orders are transferred to your Dealer Management System (DMS) in an order-specific fashion, where they can be processed further. Depending on the agreement reached, customers either pick up their ordered Mercedes- Benz GenuineParts or they are delivered to them. Invoices and payment are also aligned with the individual agreements reached with your customers. No additional fees for payment processing therefore apply to WebParts orders. 7 Mercedes-Benz WebParts

8 1.3 User roles and tasks in the WebParts dealership operation WebParts makes a distinction between two user roles as they apply to the dealership operation. Depending on which user rights are assigned to a user, WebParts will grant access to the individual modules and functions accordingly. Dealer administrator Dealer/customer management Changes list prices Maintains discount matrix, including discount groups and customer discount classes Creates dealer-specific promotions Accepts national sales promotions from the national organization Actively evaluates WebParts reports Accepts and processes online orders Transfers orders to the Dealer Management System (DMS) Order acceptor Accepts and processes all orders Transfers orders to the Dealer Management System (DMS) 1.4 First steps in WebParts Before you delve into the more advanced topics of using Mercedes-Benz WebParts, we would like to first familiarize you with the technical system requirements and provide you with a general overview of the structure, design, and settings of the application Technical requirements Mercedes-Benz WebParts is a Web-based application that communicates with a central application server via protected Internet connections. To ensure that the system can be used trouble-free, the following requirements must be met by your dealer: Browser Internet Explorer as of Version 8.0 Mozilla Firefox as of Version 3.6 Google Chrome as of Version 21 JavaScript and Java must be activated in the browser! Mercedes-Benz WebParts 8

9 Network infrastructure Fast and reliable Internet connection If necessary: Firewall enable for communication via port 443 (HTTPS) If necessary: Firewall enable for WebParts domain "aftersales.i.daimler.com" Java As orders are transferred from WebParts to your Dealer Management System (DMS), the order data is temporarily stored on the hard disk of your computer by way of a Java applet. Users engaged in order processing must therefore have a local Java installation. Minimum operating requirement: Java as of Version Logging in and out Mercedes-Benz WebParts is a closed ordering system that can only be used by registered users. You can access Mercedes-Benz WebParts via the central login facility on the Daimler After- Sales platform. Enter the URL in the address bar of your browser and confirm by pressing the Enter key on your keyboard. Logging in On the login page, fill in the input fields for the user ID and Web password with your personal access data and click on the [ Login > ] button. If necessary, change the language settings beforehand via the selection menu at the upper right. 9 Mercedes-Benz WebParts

10 Should you be prompted to change your password, follow the corresponding instructions provided on the website. In the event that you encounter problems at login or when changing your password, go to the "Help" area of the website for additional information on these topics. After successfully logging in, you see an overview of the applications that are available to you on the Daimler After-Sales platform. Select the "MB WebParts" application. Logout For security reasons, it is important that you log out of Mercedes-Benz WebParts correctly after you have finished your tasks in the system. WebParts sessions have a maximum duration of 10 hours. After this time, you will be automatically logged out Basic design of WebParts Once you have successfully logged in to the system, WebParts welcomes you by providing an overview of all open orders at your dealership operation. Further information can be found in the section entitled, "Order processing". Even if you have WebParts administrator rights, you normally start out on the order overview screen. If there are new proposals for national sales promotions devised by your national organization, however, you start out in the promotion proposals overview area. Overview of WebParts modules and functions Mercedes-Benz WebParts 10

11 Sections highlighted in blue are the modules integrated in Mercedes-Benz WebParts: Administration dealer/customer Price administration Order acceptance Reporting One level down are the functions that the module currently active offers you. Active modules and any subfunctions are highlighted in color to facilitate navigation. If you are only responsible for processing orders at your dealer, only the order acceptance module is available to you. The areas with a red border around them are functions that you can select at any time, regardless of the module currently active. AAT: Refers to the central user management facility (for administrators only). Dealer info: Displays the contact information for your dealership operation. This information is also displayed to your customers. Online training: Click here to start the online training for your dealer application. Parts ex-list: Use this link to directly call up or query your country's parts ex-list to easily identify resellers. Logout: Ends the current WebParts session. Help: Reference to the WebParts dealer manual (PDF) Changing between dealer organizations If you manage multiple dealer organizations, you can change between these within the application. 11 Mercedes-Benz WebParts

12 2 Administrating existing and creating new users WebParts is a closed ordering system that can only be used by registered users. The administration and authentication of Mercedes-Benz WebParts users are carried out using the Daimler AG After-Sales Administration Tool (AAT). Within the company the AAT is used for the central management of all dealer and customer organizations and their employees. In addition to WebParts, a wide variety of other After-Sales applications accesses the central user administration functions of the AAT. This makes it necessary to subsequently accept the general data on dealers and users from the AAT in WebParts and add application-specific information (e.g. customer-specific conditions/discounts) there. As the administrator for your dealership operation, you can only access the WebParts administrator area. The master data of customer organizations and associated users is maintained centrally by your national administrator in the AAT and is then supplemented by you in WebParts. As the administrator for your dealership operation, you can access the AAT as well as the WebParts administrator area. The master data of customer organizations and associated users is maintained by you in the AAT and is then supplemented in WebParts. In addition to customer organization data, you can also define and manage several settings for your own dealer(s) as a WebParts administrator. The following section will familiarize you with the administrator interfaces and serves as a guide for connecting new customers to WebParts. AAT customer management by dealer organization deactivated AAT customer management by dealer organization activated 2.1 Administering registration requests/contact queries You can register directly online for Mercedes-Benz WebParts. To do this, however, this function must be enabled by your national organization. In countries where the Mercedes- Benz dealer search is available and for which the registration option is activated, potential customers can select a specific Mercedes-Benz dealer as their order dealer of choice. The query is then sent directly to the dealer selected. If this option is available to you, in the "Administration dealer/customer" module, you will see the "Prospects" tab. If you do not see this tab, there can be two reasons for this: Your national organization did not enable the online registration option for Mercedes-Benz WebParts. Online registration is active but no dealer search is (yet) available. In this case, your national organization will administrate incoming registrations and can suggest prospects to you. Please contact your national organization if you have any additional questions. Mercedes-Benz WebParts 12

13 In the "Prospects" tab of the "Administration dealer/customer" module, you can administer the registration requests for WebParts and the contact queries received for your dealer. The prospects in the overview area are not checked by your national organization or by Daimler AG. As an authorized service partner, you are responsible for ensuring that your contractual sales restrictions are maintained Registration overview You will find a list of all received registration requests under the "Registration overview" tab. Unread queries are highlighted in bold-faced type. Use the "Registration filter" to restrict the view to specific criteria such as all deleted or all created prospects in WebParts. Information overview Parts trader: If a prospect has classified himself/herself as a "Parts trader" during registration, this is marked accordingly with a warning symbol in the "Reseller" column. Please note that in this case, special sales restrictions may apply. customer reference: Name of the requesting dealer City/Post Code: Address details on the prospect's dealer registered on: Displays the date on which the prospect filled out and sent the registration form. created in WebParts: Indicates whether the dealer has already been created in WebParts. This indication is made by comparing the address of the customer organization in the registration query and the customer administration facility. A new dealer is created when a customer number has been assigned to it in the customer details area of the "Administration dealer/customer" module. 13 Mercedes-Benz WebParts

14 Function overview View ( Delete ( ): Opens the query in the detailed view. ): Click on the "X" icon to remove the relevant entry from the list Viewing prospect details In the prospect details area, you are provided with all information that the prospect entered when filling out the registration form. You can use this information to contact the potential customer and create this customer in the AAT. If the prospect identified himself/herself as a "parts dealer" in the query, a corresponding note is displayed below the heading. Please note that in this case, special sales restrictions may apply. Once a new registration request is received, the dealer administrator for your dealer receives an automatic notification. An information message with the number of nonprocessed registration requests also appears to the dealer administrator each time they log in. You should then quickly check the registration request and contact the prospect. Daily reminders with the number of open registration requests are also sent to the dealer administrator. Mercedes-Benz WebParts 14

15 Information overview Information about Mercedes-Benz partner selected by customer: Displays which of your dealers the customer specified as accepting branch of choice. Company information: Address and additional information about the requesting company. Please note the "Customer category" in particular here. The address entered here is used to check whether the company has already been created in WebParts. Contact person information: Details on the contact person at the prospect. I am interested in Mercedes-Benz GenuineParts for the following product groups: Product groups that the prospect would like to procure from you as a Mercedes-Benz partner. I am interested in the following GenuineParts or I have the following requests: This field can be used by the prospect to enter notes. I like to be contacted per: Way in which the prospect would like to be contacted by you. Registered via: Shows the registration variant that the prospect used (e.g. dealer-specific registration form). Registration: Displays the date on which the prospect filled out and sent the registration form. 15 Mercedes-Benz WebParts

16 Applied: Displays the date on which the prospect was created as a WebParts customer. The prospect is identified using the address of the customer organization, unlike with a WebParts customer that has already been created. As soon as a new registration query is received, the dealer administrator for your dealer receives an automatic notification. You should then quickly check the registration query and contact the prospect. If the Mercedes-Benz dealer search option is activated for the registration form but your dealer is not displayed, please get in touch with your national organization. The organization can enable your dealer Contact query overview In connection with the rollout of the new PartsTrading website, the website users will be given the option to fill in a general contact form that is directly addressed to a selected dealership. Once a prospect has filled in a contact form via the PartsTrading website and selected your dealer, you can call up this query in the "Prospects" tab. You will find a list of all received contact queries under the "Contact query overview" tab. You can restrict the view according to specific criteria via the "Status filter", e.g. to all deleted or already processed contact queries. You can further restrict the view via the "Type filter", e.g. to all contact queries that were made with regard to WebParts or Partslink24. Contact form for market active Information overview Name: Name of requesting dealer. Contact query: Information as to whether the prospect has asked for direct response via telephone or . WebParts: Shows whether the prospect wants to receive information on WebParts. Mercedes-Benz WebParts 16

17 Partslink24: Shows whether prospect wants to receive information on Partslink24. Offers: Shows whether prospect wants to receive information on current sales offers. PARTSpro Services: Shows whether prospect wants to receive information on PARTSpro services. Other: Shows whether prospect wants to receive other information. Entry date: Shows the date when the prospect filled in and sent the form. Status: Designation of contact query status. Note: Shows the last note assigned by the administrator to the contact query. Function overview View ( Delete ( ): Opens a detailed view of the query. ): Click on the "X" icon to delete the relevant entry from the list Viewing prospect details In the prospect details area, all information is shown to you that the prospect entered when filling in the contact form. You can use this information to contact this potential customer. An information message with the number of non-processed contact queries also appears to the dealer administrator each time they log in if non replied to customers queries exist. Daily reminders with the number of open contact queries are also sent to the dealer administrator. You should then immediately check the contact query and make contact with the prospect. 17 Mercedes-Benz WebParts

18 Information overview Query date: Shows the date when the prospect filled in and sent the contact form. Status: Designation of contact query status. Information about Mercedes-Benz partner selected by customer: Shows which of your dealers the customer selected in the contact form. Personal data: Information on contact person of prospect. Company information: Address and additional information about the querying company. I would like information about: Product groups and offers that the prospect would like to receive from you as the Mercedes-Benz dealer. Contact requested: Information as to whether the prospect has requested a direct response via telephone or . Mercedes-Benz WebParts 18

19 Function overview Send Opens your preinstalled client and generates an template for contacting the selected prospect. Note: You can enter notes and information on the contact query in this input field. The prospect can not see the content of this input field. Cancel: Resets all the recently made entries. Save Saves the processing state of the contact query Complete process: Closes the contact query. 19 Mercedes-Benz WebParts

20 2.2 Connecting new customers to WebParts In order to make it as easy and pleasant as possible for your customer to start using WebParts, the customer connection should be prepared and implemented with care. Before you introduce the application, be sure that you coordinate the relevant technical requirements with the customer and request all contact data needed to create the customer entry. After the new customer organization and corresponding users have been created, draft a complete customer documentation record and schedule an appointment to instruct the customers on site at their company. Introduce all WebParts functions as you are providing instructions and place a sample order in the customer's name. This way, you not only show your customer how to use WebParts and the EPC, but also ensure that WebParts operates as intended at the customer's location. End the training date by handing over the customer documents, access data, and your contact information. To facilitate this connection process as far as possible, we created a detailed checklist that you should complete for every customer connection in the section entitled, "Quality management Checklists and forms". 2.3 User management in the After-Sales Administration Tool (AAT) The administration and authentication of Mercedes-Benz WebParts users are carried out using the Daimler AG After-Sales Administration Tool (AAT). Within the company the AAT is used for the central management of all dealer and customer organizations and their employees. As an AAT administrator, you have a particularly responsible task. Before customers can order Mercedes-Benz GenuineParts via the Internet, you must ensure that the master data of the customer organizations is entered correctly in the AAT. Also included among your tasks is maintaining the personal data of the respective employees in the customer organization and making their access data available to them either directly or indirectly. Important: If you make changes in the AAT such as creating new customers or editing the data of an existing user, it can take up to 15 minutes for these changes to take effect. As administrator, it is your responsibility to safeguard the integrity of the database within the AAT. This means that whenever new companies or users are added, you must first carry out a search to check whether data already exists for a person or customer organization. Mercedes-Benz WebParts 20

21 2.3.1 Log into AAT You can access the AAT via the central login facility on the Daimler After-Sales platform. Enter the URL in the address bar of your browser and confirm by pressing the Enter key on your keyboard. On the login page, fill in the input fields for the user ID and Web password with your personal access data and click on the [ Login > ] button. If necessary, change the language settings beforehand via the selection menu at the upper right. After successfully logging in you see an overview of the applications that are available to you within the After-Sales platform. Select the "AAT" application. If you are already logged in to WebParts, you can also access the AAT directly via the navigation controls at the top of the application. 21 Mercedes-Benz WebParts

22 When you access the AAT for the first time, the data protection policy is displayed. Click on the [ Accept ] button to enable the AAT for use Information and functions in the main menu When the application starts, you will see the main AAT menu on the left-hand side of the screen. In addition to current release, user, and date information, this is where you can see which administrator role your user is currently adopting. If different administrator roles were assigned to your user, you can toggle them if necessary via the corresponding selection menu. The functions of the AAT are listed beneath the administrator role. Mercedes-Benz WebParts 22

23 Search: The search is the home screen of the AAT and acts as the basis for changing existing user data. It is divided into a person search and an organization search. The respective last search results for persons or organizations are made available via additional links beneath the Search menu item (if present). Create: Use this function to create new organizations or persons. Disclaimer: Here you can view the data protection policy you accepted at any time. Help: Online help for the AAT Home: Click this link to exit the AAT and go back to the list box containing your applications within the After-Sales platform. Logout: Here you can exit the AAT and the After-Sales platform Searching for organizations Only the bottom area of the search screen (organization data) is relevant for searching for organizations. In order to make your organization search as successful as possible, you should ensure that all person-related input fields are empty. You can restrict your search to dealer or customer organizations using the organization type list box. Depending on your selection, additional input fields may be displayed that will help you define your search query more precisely. 23 Mercedes-Benz WebParts

24 You will rarely know the exact name of the organization. In order to obtain better search results, it is therefore recommended that you use the wildcard symbol ("*") as a placeholder. Fill in some of the other search fields to define your search query more precisely. Click on [ Organization ] to start your search query. All entries found in the database that meet your search criteria are displayed on the next page as the result of the search. Mercedes-Benz WebParts 24

25 If no suitable organizations are found in the database, an empty results page is displayed. Various symbols are shown for each entry in the Action and Type columns of the results list. The icons in the Action column can be clicked on and execute the following functions in relation to the corresponding organization entry: Display assigned persons Displays a list of all persons assigned to the organization selected Search for subordinate organizations Displays the organizations that are subordinate to the selected organization Search for superordinate organizations Displays the organizations that are superordinate to the selected organization Edit organization Opens the relevant organization in editing mode The icons in the Type column have an informative character only and display the type of organization. A distinction is made between: Active customer organization Active dealer organization Searching for persons For search queries regarding persons, it is sufficient to make entries for your search criteria in the upper area of the search screen, Person data. To restrict your search further, you can also combine the person search with organization data information. In this scenario, the organization-specific entries act as an additional filter. 25 Mercedes-Benz WebParts

26 You can use the User type list box to limit your search to persons who are assigned to dealership operations, customer organizations, or Daimler AG. In the Person data area, you can also make use of the wildcard symbol ("*") as a placeholder when defining your search criteria. The quickest and most relevant search results are obtained if you know the user ID of the person you are searching for and specify this as a search criterion. Click on [ Person ] to start your search query. All entries found in the database that meet your search criteria are displayed on the next page as the result of the search. If no suitable persons are found in the database, an empty results page is displayed. Mercedes-Benz WebParts 26

27 The icons in the Action column can be clicked on and execute the following functions in relation to the corresponding person entry: Remove application Withdraws the respective user's rights to the WebParts application Edit person Opens the details for the respective person in edit mode Important: Since the AAT is used to administrate different applications, the "Remove application" icon refers to the option selected in the "Administrator role" list box. Read the special chapter entitled, "Withdrawing WebParts rights for a user" for more information. Search queries for Daimler AG employees If WebParts is the first application that is made available to a Daimler employee via the AAT, a person search conducted using the first name and last name as criteria does not produce a search result. Search queries for internal employees should therefore generally be carried out using their intranet (Who-is-Who) user ID! 27 Mercedes-Benz WebParts

28 2.4 Important processes and use cases in the AAT Maintaining role-independent user settings for WebParts Use one of the known search processes to find the person whose WebParts user settings you want to edit in the AAT. Direct person search Indirect person search (list of persons assigned to an organization) Click on the pencil icon in the search results list to open the corresponding data record in edit mode. You are now in Edit mode and can see all of the person-related data for the selected user. For users who are not accepted from the Daimler intranet and therefore exist only in the AAT, you can make changes to the relevant person data here when and if required. Important: If no organizations have been assigned to the user yet, you can make the relevant links using the [ Assign organization] button. A main organization must also be selected if several dealerships are being assigned. Mercedes-Benz WebParts 28

29 Switch to the "General" tab to add the preferred language settings for the user if necessary. Then click on the [ Save ] button. Switch to the "WebParts Parameter" tab. Select the dealers that should be available to the user in WebParts in the future. To do this, select all of the relevant dealerships in the top organization list and click on the arrow symbol (down arrow) to move these to the bottom list. Then define the storage location and name for the temporary storage of WebParts purchase lists on the user's hard disk. After selecting the language for the WebParts user interface, save your entries by clicking on the [ Save ] button. Only those organizations are listed here that were assigned on the "Person" tab Important: Specifying a storage directory must take place including the drive letter (e.g. C:\WebParts), and the file name must end in.xfr (e.g. shoppinglist.xfr). If the user accesses WebParts via a visualization software application (Citrix or other terminal server), the file name should be defined as $localhostname$.xfr to avoid memory conflicts with other users. 29 Mercedes-Benz WebParts

30 2.4.2 Create dealer admin for new WebParts dealership operation If not already selected, first change your administrator role in the list box at the left to "WebParts_MpcAdmin". After you have changed your administrator role, search in the AAT for the dealership operation for which you want to create a dealer admin (see the section entitled, "Searching for organizations"). In the results list of your search query, click on the binoculars icon to obtain an overview of all persons assigned to the selected organization. In the case of available branches, the future dealer admin must be assigned as organization to the head office. In the list of assigned persons, select the user who should assume the role of local WebParts administrator. Click on the pencil icon to open the data record for the corresponding person in edit mode. You are now in Edit mode and can see all of the person-related data for the selected user. Before you can make the settings that are required to create a dealer administrator in the Mercedes-Benz WebParts 30

31 "WebParts Roles" and "Administration" tabs, first check the role-independent user settings in the "Person", "General" and "WebParts Parameters" tabs. Switch to the "WebParts Roles" tab and activate the WebParts default authorization option there by setting the corresponding checkmark. Select DealerAdmin as the WebParts authorization and click on the [ Save ] button to save your entries. Switch to the "Administration" tab and click on the [ Local Admin ] button in the Templates area. The AAT automatically activates all checkmarks required to create a dealer admin for you. Before you can specify any additional settings, you must first click on the [ Save ] button. 31 Mercedes-Benz WebParts

32 Stay on the "Administration" tab and now define the scope of administrator rights by clicking on [ Organization(s) (Organization administrator) ]. In the screen that follows, you will precisely define to which dealers the administrator rights of the user should apply. First carry out a search for corresponding dealership operations by defining suitable criteria such as a name or dealer number. In the search results list, select the relevant dealership operations and then click on [ Save ]. Important: At least one head office must be assigned! Mercedes-Benz WebParts 32

33 After the save, you are again taken back to the "Administration" tab. In the Current filter subitem, you can see that the AAT has carried out your dealer assignment. Now click on [ Customer(s) (DealerCustomer administrator) ] to finish creating the dealer admin. The screen that then opens displays head offices only. In the top selection list, select one or more head offices and click on the arrow icon (down arrow) to move these to the bottom list. Click on the [ Save ] button to finish your entry and go back to the "Administration" tab. Creation of a new dealer admin is complete. 33 Mercedes-Benz WebParts

34 2.4.3 Creating order acceptors in the dealership operation Use one of the known search processes to find the person whose WebParts user settings you want to edit in the AAT. Direct person search Indirect person search (list of persons assigned to an organization) Click on the pencil icon in the search results list to open the corresponding data record in edit mode. You are now in Edit mode and can see all of the person-related data for the selected user. Before you can specify the settings that are required to create an order acceptor on the "WebParts Roles" tab, first check the role-independent user settings on the "Person", "General", and "WebParts Parameter" tabs. Switch to the "WebParts Roles" tab and activate the WebParts default authorization option there by setting the corresponding checkmark. Select Order acceptor as the WebParts authorization and click on the [ Save ] button. No additional information needs to be specified on the "Administration" tab. Creation of a new order acceptor is complete. Mercedes-Benz WebParts 34

35 2.4.4 Create new customer organization To avoid duplicate entries in the AAT database, first check whether the dealer in question is already created in the system by carrying out a corresponding organization search. If this is not the case, proceed as follows: Select the "Create Organization" function on the left side of the screen in the main navigation area. Then select the Customer option in the Organization type list box to activate the input fields of the form. Now fill the mandatory fields for creating the new organization. Also enter an address for receiving WebParts notifications (e.g. order confirmations). Confirm your entries by clicking on the [ Save ] button. The maximum length of the Organization name field is 40 characters. After your entries have been processed, you can see that the new customer organization was created successfully by the automatic assignment of an organization ID. 35 Mercedes-Benz WebParts

36 Important: If you save a new organization, the AAT automatically attempts to find similar organizations. If similar entries already exist in the AAT database, your new dealership is not created immediately. Instead, an overview of all organizations that have similarities with your new dealer is displayed. If you are sure that none of the related organizations listed corresponds to your new customer organization, click on the diskette icon in front of the name of your customer to end the new creation. Should you be of the opinion, however, that one of the companies listed as similar organizations is your customer, click on the pencil icon to access the editing mode for the corresponding entry. Check here once again to verify whether this is actually your customer. If this is the case, no additional information is necessary as your dealership operation data was already linked Mercedes-Benz WebParts 36

37 to that of the customer organization automatically. Click on the [ Save ] button to complete the action. Always give linking an existing customer preference over creating a new entry with a different organization ID. In so doing, you allow your customers to work with just one user name/password combination but still have the opportunity to engage in individual consultation and pricing. Please do not make any changes to the customer name if you link an existing entry. If you determine that the dealer displayed is not, in fact, your customer, do not click on [ Save ] (!!). Instead, click on the [ Back ] button of your browser to revert to the overview of similar organizations. Important: If you want to create a test customer for testing purposes, it is mandatory that you activate the organization type "Test organization" in the "WebParts parameter" tab and then save it! Otherwise, the order revenues of your test customers are also transferred to your report, which will make your WebParts revenue figures and the WebParts revenue figures of your national market incorrect! Creating users for a customer organization To simplify the process of assigning users to a customer organization, start creating a new customer user by first carrying out an organization search for the corresponding organization. In the results list, click on the binoculars icon to display all persons assigned to your customer organization. If the person for whom you want to create a new user is already included in the list, click on the pencil icon next to the relevant entry to open editing mode. If the person is not yet included in the AAT database, click on the [ Create Person ] button at the end of the list to continue. 37 Mercedes-Benz WebParts

38 Select the "Customer" user type in the corresponding selection list to start creating the new user. Then fill in the form fields for the personal data of the new user, ensuring that you at least complete the mandatory first and last name fields. At the end of the entry screen you will see that the customer organization is already linked as an organization. Here, select the main organization from the corresponding list box and finalize your entries by clicking on the [ Save ] button. You know from the automatically assigned user ID that the new user has been created successfully. Press the "New / Reset" button to view the password. You will then see the new, automatically generated password in the corresponding field. The user receives an automatic notification that does not include the new password, however. Therefore, note the user ID and self-generated password for subsequent communication with the customer and click on the [ Save ] button again. During initial login, the system automatically asks the customer to replace the initial password with a personal one. Mercedes-Benz WebParts 38

39 Switch to the "General" tab to define the language settings for the user. Important: On the "WebParts Parameter" tab, the fields for the WebParts organizations, the application language, and the storage location for the temporary EPC purchase lists must be entered. Detailed information in this context can be found in the section entitled, "Maintaining role-independent user settings for WebParts". Switch to the "WebParts Roles" tab and activate the WebParts default authorization option there by setting the corresponding checkmark to finish creating the new entry. Select Customer as the WebParts authorization and click on the [ Save ] button. 39 Mercedes-Benz WebParts

40 No additional settings need to be defined on the "Administration" tab Resetting the password of a user Use one of the known search processes to find the person whose password you want to reset in the AAT. Direct person search Indirect person search (list of persons assigned to an organization) Click on the pencil icon in the search results list to open the corresponding data record in edit mode. You are now in Edit mode and can see all of the person-related data for the selected user. Press the "New / Reset" button to reset the password for the user. A prompt then appears that you must confirm to ensure that you really want to reset the password. Confirm this dialog with [ OK ]. Mercedes-Benz WebParts 40

41 You will then see the new, automatically generated password in the corresponding field. Therefore note the user ID and self-generated password for subsequent communication with the customer and then click on the [ Save ] button. The user receives an automatic notification that does not include the new password, however! You should therefore pass the newly generated password on to the user. The new password is now active and you can communicate it to the corresponding user. Please note the following: Passwords from Daimler intranet users cannot be changed in the AAT. The AAT has a dedicated password history. If you specify a password that was already registered in the past for this user, you will be prompted to choose a different password. During initial login after resetting the password, the system automatically asks the user affected to replace the password you assigned with a personal one Withdrawing WebParts rights for a user First ensure that one of the following roles is selected in the "Administrator role" list box on the left side of the screen: WebParts_LocalAdmin WebParts_MpcAdmin 41 Mercedes-Benz WebParts

42 Then use one of the known search processes to find the person whose WebParts rights you want to withdraw in the AAT. Direct person search Indirect person search (list of persons assigned to an organization) Click on the delete icon (X) in the search results list to withdraw the WebParts rights for the respective user. A prompt appears that you must confirm to ensure that you really want to withdraw the WebParts rights for the user. Confirm this dialog with [ OK ]. All WebParts rights were withdrawn for the respective user. 2.5 Managing own dealership operations in WebParts On the "Dealer" tab of the "Administration dealer/customer" module, you can access the administration facility to manage the settings for your dealer, including all branches. Mercedes-Benz WebParts 42

43 In the default view of the administration module, you will see a list of all dealers in your organization. Any branches will be shown indented below the head office and are marked with a hyphen " ". Dealerships that you have defined for test purposes only are preceded by a "[T]". Dealerships that are no longer active are preceded by an "[I]". Inactive dealerships are shown in yellow, and blocked dealerships are shown in red. Function overview Screenshot Call centre in country deactivated Screenshot Call centre in country activated Edit ( ): Opens the entry selected in edit mode. Call centre Customer Overview: Opens the call centre customer overview of your organization. This overview will be shown if you activate the call centre-function at your organization. List box: Used to make a selection for the [ Lock dealer organization ] function. Only visible for inactive dealers. Delete ( ): Dealers that are inactive and locked can be deleted. No open orders for this dealer may exist if you want to delete the dealer. All customer assignments to this dealer are also deleted. To delete your head office, you must first delete all branches (if present) and all customer assignments. A detailed description for deleting dealers can be found in the section entitled, " Deleting a branch from WebParts". Blocked: Marks blocked dealerships that were blocked by a dealer administrator. Orders: This column provides information as to whether unprocessed orders still exist for the dealer. [ Lock dealer organization ]: A dealer that was set as inactive in the AAT is displayed as an inactive dealer in WebParts. You can select and lock these dealers via the list box. Locking a dealer also locks all assignments of customer organizations. Customers can then no longer send new orders to this dealer. 43 Mercedes-Benz WebParts

44 [ Refresh list ]: Base administration of all dealership operations takes place in the After- Sales Administration Tool (AAT), i.e. outside of WebParts. If you know that changes to your company data have been made in the AAT, click on the [ Refresh list ] button to transfer them to WebParts. Please observe that dealerships that were blocked by the national administrators also have a red background. However, these dealerships do not have a checkmark in the "Blocked" column. Editing dealer settings Editing mode for dealer data is in two sections and shows the name, the group ID and the dealer ID in the upper section. This system data is grayed out and cannot be modified. Screenshot Call centre in country deactivated Mercedes-Benz WebParts 44

45 Screenshot Call centre in country activated In the "Dealer name (not GSSN)" input field, you can have the system display a different dealer name as dealer administrator. In the customer application, your customers will see the dealer name assigned in this input field instead of the dealer name defined in GSSN. Locking can be undone via deactivation. Locking a dealer is only possible on the overview screen, however. "Orders" provides information as to whether unprocessed orders exist. Here you can also view the division sales authorizations for the selected dealership. You can define the following settings in the lower area: Availability: Activate this option to display information about parts availability to your customers via a traffic light icon. The stock information that WebParts accesses for the availability display is updated once per day. In so doing, you are not agreeing on a binding delivery deadline with your customers, but instead are providing them with an indication about availability at the selected dealer. Call centre active in the country Extended XFR: All required order data is available to you in XFR format by default for transferring orders from WebParts to your internal Dealer Management System (DMS). If 45 Mercedes-Benz WebParts

46 your DMS can process additional information beyond the standard XFR format, you can activate the export in extended XFR format here. Filename with time-stamp: This list box can only be activated if you use the extended XFR format. The file name of the saved XFR file is then supplemented with a preceding time stamp (date and time of the save). Enable automatic PDF export: When this function is activated, every order is also automatically saved as a PDF file during the export. Please always specify the "PDF export directory" in which the files should be saved. To ensure that the function works for your entire dealer, you should make certain that all order acceptors have a standardized drive letter (drive letter before path). Dealer comment visible for customer: Deactivate this option to make the dealer comments in the order details visible to your dealer administrators and the receivers of the order only. When you select this setting in the dealership operation data, this affects all customers of the selected ordering operation. If you want to deactivate this setting for only one customer, it is necessary to select these settings in the order details of an order placed by the affected customer. Extended customer communication: Activate this option to give your customers the opportunity to send you messages about orders that have been placed and canceled. You can also send your customer various messages about placed orders. Use Autoline logic for price calculation: Select this option, if you want to use the Autoline price calculation logic instead of the WebParts price calculation logic. The WebParts price calculation logic and the Autoline price calculation logic differ in how discounts are rounded off. In WebParts, the discounted unit price of a part is initially rounded off and then multiplied by the involved quantity. In Autoline, rounding off initially takes place after the discount has been deducted and multiplied by the involved quantity. Example for WebParts: 3.58 (country list price) * 20% discount = > x quantity 6 = Example for Autoline: 3.58 (country list price) x quantity 6 = * 20% discount = > Contact address for WebParts: The address specified here is given to customers assigned to this dealer as the official contact address for Mercedes-Benz WebParts. Telephone contact for WebParts: The telephone number specified here is given to customers assigned to this dealer as the official contact number for Mercedes-Benz WebParts. Mercedes-Benz WebParts 46

47 Homepage: The website specified here is given to customers assigned to this dealer as the official dealer website. Show service offer with order confirmation: When this list box is activated, your customer is provided with additional information about your service contact data when the customer places an order and in the confirming processing of the order by you. Display standard text: This text is automatically displayed to your customers as a note for the contact data to follow regarding the service offer. Display organization-specific text: As an alternative to the standard text, here you can enter your own description of the contact information for the service offering. Contact address for service offers: The address specified here is given to customers assigned to this dealer as the official contact address for your service offers. Telephone contact for service offers: The telephone number specified here is given to customers assigned to this dealer as the official contact number for your service offers. addresses for orders received: Specify the addresses of all employees here who should be notified by when a new customer order is placed. For this purpose, enter the addresses separately in the input field provided and click on the [ Save ] button. Click on the delete ( ) icon next to the relevant entry if you want to remove an existing recipient from the list. Call centre active: Activate this option to enable the call centre function in your ordering operation. [ Save ]: Saves all changes that have been made since the last save. [ Cancel ]: Discards all changes made since the last save. [ Call centre overview ]: Calls up the call centre customer overview. This button is only visible if the call centre function for the selected ordering operation is activated. Edit call centre settings With the call centre function, the call centre agent assumes the role of the customer as a representative of the customer and creates a customer order commissioned by the customer. Call centre customer organizations are administered separately in the "Call centre customer overview". Editing the customer order by your receiver of the order only differs from a "normal" WebParts Online online in that the order is marked as a call centre order and the contact data of the caller is shown additionally in the order in case of questions. Call centre in country activated If you activate the call centre function for one or several of your ordering operations, the input fields "Redirected telephone number", "Redirected Fax number" and "Default customer number" are unlocked. Next, it is necessary to make one of three selections: 1) Assign a default customer number AND a redirected telephone number 2) Assign a default customer number AND a redirected fax number 47 Mercedes-Benz WebParts

48 3) Assign a default customer number AND a purchasing community if purchasing communities exist for your national market. If a call centre agent wants to place an order with one of your ordering operations, he/she can either manually search for your ordering operations or use one of the redirected telephone or Fax numbers to call up the call centre customer overview of the ordering operation directly. If the call centre agent places an order for a call centre customer organization and no customer number was assigned to the call centre customer organization at the time the order was placed, the default customer number is used. If purchasing communities exist for your national market, the available purchasing communities are listed in the Purchasing communities area. If you allocate a purchasing community to your ordering operation, call centre customer organizations that are part of a purchasing community can be marked as such. 2.6 Managing customer organizations in WebParts On the "Customers" tab in the "Administration dealer/customer" module, you can accept new customer organizations in WebParts and manage existing customers. Select the "Customers" menu item to access the overview of all customer organizations that are assigned to you in the AAT and have been enabled for use with WebParts. You can filter your customers according to branches using the "Selection of accepting branch" list box. Customers who have not yet been assigned to a branch can only be viewed in the default view mode of your head office. Customer organizations that were created for test purposes are preceded by a "[T]". Customer organizations that are no longer active are preceded by an "[I]". Inactive dealerships are shown in yellow, and blocked dealerships are shown in red. Mercedes-Benz WebParts 48

49 Information overview Customer reference: Name of the customer organization in WebParts. Customer number: Customer number assigned to the customer (DMS). CRC: The customer discount class assigned to the customer. Created on: Initial creation date of the customer. Locked: Designation of customer organizations that are locked for the order dealer selected. In this scenario, the customer can continue to view the orders already placed but can no longer send new orders to this dealer. Unprocessed orders exist: Here you can see whether the selected order dealer still has unprocessed orders for this customer. Status LSR - Blacklist: The lost sales reporting blacklist provides the possibility to exclude customer organizations from lost sales reporting (across all sales levels!). You can view the status of the customer's request for inclusion on the blacklist here. If you have not submitted a request to your national organization for this customer, this field is empty. Function overview Accepting branch: Filters your customer data according to the assignment to your branches (if present). 49 Mercedes-Benz WebParts

50 [ Refresh list ]: Synchronizes your WebParts customer data with the AAT database. If you know that changes have been made in the AAT or new entries have been made, click on the [ Update list ] button to transfer them to WebParts. [ Export customer data ]: This report provides you with key customer data in an Excel file. Edit ( ): Opens the relevant customer entry in edit mode Link customers to existing branches To assign a customer to one of your branches, click on the Edit ( ) icon next to the relevant entry in the head office overview list. The relevant assignment fields are displayed in editing mode under "Accepting branch". All order dealers are listed. Dealerships that are no longer active are preceded by an "[I]". Inactive dealerships are shown in yellow, and blocked dealerships are shown in red. Function overview Assigned: By activating or deactivating the list box, you determine which of your dealers the customer can place orders with. Locked: You can lock the assignment for order dealers to which the customer is assigned. In this scenario, the customer can continue to view the orders already placed but can no longer send new orders to this dealer. Unprocessed orders exist: Indicates whether this order dealer still has unprocessed orders from the customer. Do not forget to click on the [ Save ] button to permanently save your assignments. Please note that existing assignments can only be canceled if the head office or branch concerned does not have any outstanding orders from the customer. The last assignment to an order dealer can only be undone if the customer is already "inactive". The customer is then completely removed from your customer overview. Mercedes-Benz WebParts 50

51 2.6.2 Supplementing/editing customer data In the overview list, click on the Edit ( relevant entry in editing mode. ) icon for a "Customer reference" to open the Customer reference: Here you can create a designation for your customer that deviates from the AAT for use in WebParts. Copy the entry from the "Name" field here if you do not want to use this option. Customer number: Here you can assign a customer number independent of the AAT for use in WebParts, such as the already existing customer number from your Dealer Management System. CRC: Assigning a customer discount class (CRC) allows you to determine the valid discount rates for the customer selected. Further information on defining discount rates can be found under "Defining target group-specific discount rates" in the section entitled, "Pricing and sales promotion". New customer: Use this list box to mark a customer as a new customer. New customer sales are specially marked in the WebParts reporting functions. To ensure that you as a dealer can use the new customer indicator as flexibly as possible, the indicator is not bound to a specific timeframe. Conversely, this also means that you must manually remove the indicator as soon as you no longer classify a specific customer as a new customer. 51 Mercedes-Benz WebParts

52 AAT customer data: The "Test customer" list box and the grayed out fields in the center area come from the central user management facility in the AAT and cannot be edited here. Delivery: You can use the "Offer delivery" list box to specify whether the customer can choose between customer pick-up and delivery. If a delivery is generally possible, you can decide whether the delivery costs should be displayed. In this case, choose a corresponding selection next to "Delivery costs" to determine which delivery cost type and which costs apply for this customer. Information on administrating and creating delivery cost types can be found in the section entitled, "Defining delivery cost types". EvoBus layout: Activate this list box to display the WebParts user interface in EvoBus design to the customer selected. Customer group: Here you can assign the customer to a customer group ("Fleet", "Independent workshop", "OEM-authorized workshop", "Other", "Taxi"). This makes it easier for you to assign WebParts promotions in a target-oriented manner. Lost Sales reporting blacklist: You can submit a request for inclusion on the blacklist for this customer here. This allows you to exclude the lost sales data generated by this customer from reporting. The order volumes will continue to be taken into account. This makes sense in particular if you know that specific customers use WebParts only to configure an order, and then carry out the order via another medium (lost sales in the system, but no lost sales in the OtC business). For example, these can be public companies that pick their order in WebParts, print it out, obtain signatures internally and then submit the order by fax. Once you select the checkbox, an input field is shown in which you are required to provide a reason for including the customer organization in the blacklist. When you save the settings, the request is submitted to your national organization. Once your national organization has processed the query, you will be informed of this via . You can also view the processing details here. Customer division: Here you can have the system display a category-dependent background screen ("Buses", "Trucks", "Cars", "Unimog", "Vans") on the WebParts customer home page for your customers. If your customer is assigned to several divisions, it is also possible among other things to select a branch-independent background screen ("Mixed dealer"). Additionally, "WebParts promotions" (more information is provided in section Mercedes-Benz WebParts 52

53 "Pricing and sales promotion") is an offer function you can use to target specific customer segments. The settings under EvoBus layout and Customer division do not have any restrictive effect on the scope of the parts catalog in WebParts. When creating a new customer entry, you must confirm that the customer in question is a commercial reuser who does not resell parts. Sales restrictions for customer creation in AAT activated Activating the SAP OCI interface Customers who process their purchases via SAP's Enterprise Buyer software can be provided with the WebParts parts catalog via the standardized Open Catalog Interface (OCI) for integration in the SAP system. For this purpose, activate the "SAP" option in the editing mode for the customer organization data and click on [ Save ]. Then choose the "SAP OCI parameter" menu item to go to the detailed view for the interface parameters. 53 Mercedes-Benz WebParts

54 To configure the interface, you must assign corresponding WebParts values to the OCI parameters. The OCI parameters listed at the left can be assigned with a dynamic value from the WebParts database in the corresponding list box, such as part numbers. Select "Constant Value" to activate the input field in the third column and assign a specific parameter with a static, constant value. Important: SAP interface specifications are defined for each customer. The OCI parameters to be used and their WebParts value assignment can deviate from customer to customer and must therefore be coordinated with the customer or the customer's IT department. Special documentation is available for configuring SAP OCI. Get in touch with the WebParts contact person for your national organization for more information. 2.7 Managing call centre customer organizations in WebParts In the "Dealer" tab of the "Dealer/customer administration" tab, you can call up the call centre customer overview with one click on the call centre symbol ( ). It is also possible to call up the call centre customer overview in the dealership organization data of an ordering operation via the [ Call centre customer overview ] button. Call centre in country activated When you call up the call centre customer overview, you get to the overview of all call centre customer organizations assigned to the selected ordering operation. These customer organizations are maintained separately via WebParts by call centre agents and dealer Mercedes-Benz WebParts 54

55 administrators. The customer assignment via AAT affects only regular customer organizations. Call centre customers are not taken into account during the customer assignment to promotions and are therefore excluded from the sales promotions! Information overview Dealer name: Name of the selected ordering operation. Call centre customer search: The call centre customer organization search screen. Call centre customer search results table: Contain the call centre customer organizations you were searching for. This table is empty at first. Only after you have pressed the [ Search customer ] button, all call centre customer organizations of the selected ordering operations are displayed. Function overview [ Search customer]: Shows all call centre customer organizations or your ordering operations without a search filter. When you enter the "Customer name", "Zip/post code", 55 Mercedes-Benz WebParts

56 "City" and "Purchasing community" in the search filter, you call centre customer organizations are displayed based on the filter settings made. [ New customer ]: Creates a new call centre customer organization. [ Export call centre customer data ]: This report provides you with key call centre customer data as an Excel file. [ Import call centre customer data ]: Imports an Excel file that contains call centre customer data. Sort ( / ): Sorts the call centre customer organizations. After you have completed the customer search by clicking on [ Search customer], the call centre customer organizations are displayed in the results table. When you click on the Edit customer symbol ( ), the call centre customer organization data of the selected call centre customer organization is displayed. When you click on the Customer contact symbol ( ), the call centre customer contacts of the selected call centre customer organization are displayed. When you click on the Delete customer symbol ( ), the selected call centre customer organization is deleted Create call centre customer organizations When you click on [ New customer ], a customer number input field and a [ > Continue ] button are displayed. Mercedes-Benz WebParts 56

57 If you do not assign a customer number, the call centre organization data is displayed after you click on [ > Continue ]. No customer number is displayed in the customer number field. If you enter a customer number that has not yet been assigned, the call centre organization data is displayed after you click on [ > Continue ]. The specified customer number is displayed in the customer number field. If you enter a customer number that has already been assigned in a different call centre customer organization of another ordering operation of the dealer organization, a note as well as a button are displayed after you click on [ > Continue ] in the call centre customer overview. This indicates that a call centre customer organization already has the customer number entered and the [ > Assign] button is used to display the existing customer data in the call centre customer organization data and link it to the selected dealership operation. Note: The call centre customer organization can also be recorded by a call centre agent while processing the specific order. It is not mandatory for the dealer to record the call centre customer organizations. Call centre customer organization data After you click on [ > Continue ] or [ > Assign], the call centre customer organization data tab is displayed. 57 Mercedes-Benz WebParts

58 Customer name: Name of the call centre customer organization. Street: Address of the call centre customer organizations. Zip/post code: ZIP code of the call centre customer organization. City: City information of the call centre customer organization. PO Box: PO Box of the call centre customer organization. Customer number: Customer number of the call centre customer organization. If no customer number was assigned in the call centre customer overview while creating the customer organization, this field is not filled. KRK: Customer discount class of the call centre customer organization. Telephone: Telephone number of the call centre customer organization. address of the call centre customer organization. Purchasing community: Purchasing community to which the call centre customer organization belongs (if available). Blocked: Setting defining whether the selected call centre customer organization is blocked. Private customer: Setting defining whether the selected call centre customer organization is a private customer. Offer delivery: Setting defining whether the selected call centre customer organization can select the delivery type "Delivery". Show delivery costs: Setting defining whether to display delivery costs to the selected call centre customer organization. This setting can only be selected if [Offer delivery] is active. Delivery costs: Setting defining which delivery costs to display to the selected call centre customer organization. This setting can only be selected if [Offer delivery] and [Show delivery costs] are active. Mercedes-Benz WebParts 58

59 [Save]: Saves all changes that have been made since the last save. [Cancel]: Discards all changes that have been made since the last save. [Change customer number]: Shows the customer number input field. A new customer number can be assigned. When you click on [Change customer number], an input field as well as a button are displayed. Only one customer number can be entered in the customer number input field. When you click on [Save], the specified customer number is taken over. If the customer number is already assigned to a call centre customer organization of a different ordering operations of the dealer organization, the call centre customer organization data of the already existing call centre customer organization can be transferred to the selected ordering operation. When you click on the [> Merge] button, the call centre customer organization data is transferred to the selected call centre customer organization. The Customer name, Street, Zip/post code, City, KRK and Telephone fields are mandatory fields and must be completed. After the call centre customer organization data has been saved, the [Customer contacts] button appears. If the created call centre customer organization is a private customer and the Private customer setting is active, the name of the call centre customer organization is used to automatically create a call centre customer contact. The name is automatically derived from the customer name following the rule "First name: Characters1 to the last space, Last name: Everything after the last space". 59 Mercedes-Benz WebParts

60 Call centre customer contacts To complete creating the call centre customer organization, at least one call centre contact person should be created. Note: The call centre contact person is recorded by a call centre agent while processing the specific order. It is not mandatory for the dealer to record the call centre customer contact details. The call centre customer contact overview can be called up from the call centre customer overview or the call centre customer organization data. If the selected call centre customer organization is a private customer, a call centre customer contact is created automatically after the call centre customer organization is saved for the first time. It is displayed in the call centre customer contact overview. No further call centre customer contact can be created for this call centre customer organization, since the private customer is at the same time the call centre customer contact. For business customers, several call centre customer contacts can be created. The call centre customer contact tab is opened up by clicking on the [New contact] button. Call centre customer contacts can be created in this tab. When you click on the Edit contact symbol ( ), the call centre customer organization data of the selected call centre customer contact is displayed. It is possible to edit the call centre customer contact data. Exception: For private customers, only the title, last name and first name can be changed. When you click on the Delete contact symbol, ( ) the selected call centre customer contact is deleted. For private customers, it is not possible to delete the call centre customer contact. Mercedes-Benz WebParts 60

61 The last name and first name fields are mandatory fields and must be completed. When you click on [ Save ], all changes that have been made since the last save are saved and the call centre customer contact is created. When you click on [ Cancel ], all changes that have been made since the last save are discarded Delete call centre customer organizations Call centre customer organizations can be deleted via the "Call centre customer overview" tab. When you click on the Delete customer symbol ( ), the selected call centre customer organization which only assigned to one ordering operation of the dealer organization is assigned is deleted. If the call centre customer organization to be deleted is assigned to several ordering operations of the dealer organization, a note as well as two buttons are displayed after you click on the Delete customer symbol ( overview. ) in the call centre customer 61 Mercedes-Benz WebParts

62 Since the call centre customer organization to be deleted is assigned to several ordering operations, the options are offered to only cancel the assignment to the affected ordering operation or to completely delete the selected call centre customer organization. When you click on [ Cancel assignment ], the assignment to the selected ordering operation is deleted. When you click on [ Delete ], the affected call centre customer organization is deleted for all ordering operations Export/import call centre customer organizations Via the call centre customer overview, you can export your call centre customer organizations and import new call centre customer organizations. When you click on [ Export ], an Excel file is generated that contains the customer organization data of all call centre customer organizations of the selected ordering operation. This Excel file can be imported for other ordering operations by clicking on [ Import ]. The system then checks each individual line of the import file. If all mandatory fields are completed for all lines via the Excel file and the customer number is unique, all call centre customer organizations are imported. If the import file contains two call centre customer organizations with the same customer number, only the call centre customer organization that is listed as the first entry from above in the list is imported. Additionally, a message about the incorrect import is displayed. If the data record to be imported contains a customer number that already exists in another call centre customer organization, which has been created at a different ordering operation of the dealer organization, the existing customer organization data is updated and the assignment to the selected ordering operation is supplemented. If the data record to be imported does not contain a customer number, a check is performed within the selected ordering operation to make sure that the customer name is unique: If the customer name already exists and has a customer number, the data record to be imported is rejected. Additionally, a message about the incorrect import is displayed. Mercedes-Benz WebParts 62

63 If the customer name already exists and does not have a customer number, the existing call centre customer data record is updated. If the customer name does not exist, the call centre customer organization is created. If a mandatory field is not filled via the import file, the message appears stating that the affected mandatory field was not filled. The call centre customer organization is snot created. Exception: In the customer discount class case, the system automatically uses the first customer discount class. If the data record to be imported contains a customer discount class that is not available in the dealer organization, the message appears stating that the assigned customer discount class is unknown. The call centre customer organization is snot created. 63 Mercedes-Benz WebParts

64 2.8 Important processes and use cases in WebParts Deleting a customer organization from WebParts Before you can remove a customer from WebParts, the assignment to you as a Mercedes- Benz partner must first be deleted in the AAT. In the customer overview area of WebParts ("Administration dealer/customer" module, "Customers") tab, this customer organization is now maintained as "inactive" and is designated accordingly: Companies that are no longer active are preceded by an "[I]". They are also highlighted in yellow. The "Unprocessed orders exist" column indicates whether there are still orders for this customer organization that must be processed. Open "Customer organization data" for the customer organization to be deleted. If any unprocessed orders still exist, you can initially lock the customer via the "Accepting branch" option. This occurs separately for every accepting branch to which the customer is assigned. Locking allows you to process the orders. A locked customer cannot submit any new orders. When all orders are processed, you can delete the customer. To do this, deactivate the checkbox in the "Assigned" column for all accepting branches in the "Accepting branch" area. After the last assignment has been deleted, the customer is automatically deleted from WebParts, including all existing orders for this customer Relocate a customer organization to a different accepting branch If you have agreed with a customer that this customer is going to order from another one of your branches in the future (e.g. due to closer physical proximity), you can specify this new assignment in WebParts. From the "Customers" tab in the "Dealer/Customer Administration" module, call up the "Customer organization data" for the customer concerned. In the "Accepting branch" area, you will find a list of all of your accepting branches. Mercedes-Benz WebParts 64

65 Set the assignment for the dealer with which the customer should place orders in the future in the respective column. Then activate the "Locked" list box for the customer's previous accepting branch. The locked assignment ensures that your customer can still access the orders that were sent previously. New orders, however, can only be sent to the newly assigned dealer. All of the appropriate buttons and tabs are no longer displayed to the customer for the blocked accepting branch. The previous accepting branch can now process any orders that are still open. If there are no more unprocessed orders available, the list box for the previous dealer can be deactivated in the "Assigned" column. The customer now no longer has access to this dealership Deleting a branch from WebParts When you sell or close a branch, it should be removed from WebParts. In order for this to take place, however, the branch must be assigned inactive status in the AAT by your national organization. Once this has taken place, the branch is also treated as an inactive dealer in WebParts. On all overview screens, you can identify an inactive dealer by a preceding "[I]". The dealer is also highlighted in yellow. (If you log in to WebParts using an inactive dealer, a corresponding note will be displayed.) On the dealer overview screen in the "Administration dealer/customer" module, a list box is displayed in the inactive branch line. Activate this box and confirm by selecting [ Lock dealer ]. This also locks all assignments of customer organizations for this branch. This means that no new orders can be received for this branch. A blocked branch is shown to you as "blocked" by the checkbox in the overview, and also has a red background. Once the lock has been set, all unprocessed orders for this branch are processed. When this is finished, the list box in the "Orders" column is cleared for this branch, and a delete icon ( ) appears at the beginning of the line. Use this icon to permanently remove the branch from WebParts. This also removes all assignments to customer organizations for this branch. If the branch is still assigned with an active customer organization that only has this one assignment to one of your dealers, the deletion process is canceled and a corresponding error message is displayed. Relocate the affected customer organizations to a different branch (or deactivate/delete them) before restarting the deletion process. 65 Mercedes-Benz WebParts

66 2.9 Administrating dealer-specific general terms and conditions in WebParts On the "GTC" tab of the "Administration dealer/customer" module, you can administrate the general terms and conditions for your customers. You can either word the text according to your requirements, use a template from your national organization, or adapt the template for your dealer. Select the "GTC" menu item to administrate the general terms and conditions for your customers. Information overview Lost sales dealer report deactivated Lost sales dealer report activated Mercedes-Benz WebParts 66

67 Recommended scope or text elements for general terms and conditions of your local MPC: The general terms and conditions template provided by your national organization for your customers. Your dealer <-> customer general terms and conditions: Your individual general terms and conditions for your customers. Function overview Lost sales dealer report deactivated Lost sales dealer report activated 67 Mercedes-Benz WebParts

68 [ Check box for confirming the passage in the GTC ]: By activating the checkbox you confirm having added a passage concerning the use of customer specific lost sales to your dealer-client general terms and conditions. [ Copy text from MPC ]: Copies the GTC template from your national organization. You can then adapt the template to your dealer. [ Save and send ]: Saves all changes that have been made in the WebParts database. [ Cancel ]: Discards all changes that have been made since the last save. If the general terms and conditions are changed at any time, each customer is notified during login about the changes to the general terms and conditions. Customer users must accept the new general terms and conditions if they wish to continue using WebParts. In order to use the customer-specific lost sales data, you need to adapt your GTC accordingly. You can use your MPC s template and adapt it. If there is no template available, you may use the following text passages. (Please note: This suggestion makes no claim to completeness, no local or legal factors were taken into consideration and it does not serve as legal advice.) By accepting the General Terms and Conditions of my authorized Mercedes-Benz partner, I agree to the data usage of the shopping cart activities (deletion of products from the shopping cart, so called Lost Sales ) of my company. This information is used by the dealer to analyze the customer's needs and enable, for example, a better stocking of relevant spare parts. Mercedes-Benz WebParts 68

69 The MB partner receives no information about the user himself, but only about the customer organization. If you are not satisfied with the Lost Sales data usage, you can revoke your consent at any time in your account under "Your account" Corporate settings". After you have adapted the GTC and activated the check box, your customers will be notified of the changes to the GTC the next time they log in. You can then activate and use the lost sales report in the "Reporting" tab. Your customers have the option to withdraw their permission for recording their customerspecific lost sales data in your company settings in WebParts any time. Further information on this topic is available in chapter 5 "Reporting" Managing genuine parts warranty in WebParts In the "Genuine parts warranty" tab of the "Administration dealer/customer" module, you can manage the original parts warranty for your customers. You can either word the text according to your requirements, use a template from your national organization, or adapt the template for your dealer. 69 Mercedes-Benz WebParts

70 Information overview MPC proposal "Original parts warranty" text: The original parts warranty template provided by your national organization. Own "Original parts warranty" text: Your individual original parts warranty for your customers. Function overview Mercedes-Benz WebParts 70

71 [ Copy text from MPC ]: Copies the original parts warranty template from your national organization. This allows you to adopt the template for your dealer and adapt it as required. [ Save ]: Saves all changes that have been made in the WebParts database Defining delivery cost types If you have agreed on delivery costs with your customers, you can enter these in Mercedes- Benz WebParts and have them displayed when an order is placed. You can define any number of delivery cost types. Every customer can then be assigned with a delivery cost type. Creating new delivery costs You can create different delivery costs in the "Administration dealer/customer" module on the "Delivery costs" tab. Three different categories are available to you. You can create as many types as you want for each category. Free delivery: Delivery is free of charge for customers who are assigned with a delivery cost type of this category. The price displayed for delivery is per order: The delivery costs entered here are calculated separately for each order. The customer is shown the costs entered here for each order placed. WebParts calculates the total price of the order including delivery. flat-rate: This category can be used if you have agreed on flat-rate delivery costs with your customer that are paid on a monthly or annual basis, for example. As no additional costs are then incurred for each individual delivery, the price is displayed as 0.00 here as well. Delivery cost types are assigned to customers on the "Customers" tab, and the process to follow for this is described in the section entitled, "Supplementing/editing customer data". 71 Mercedes-Benz WebParts

72 Function overview Delete ( ): Click on the "X" icon next to a delivery cost type to remove the relevant entry from the list. Deleting can only then be carried out if the delivery cost type is no longer assigned to a customer. Category: Select a category to be used as a basis for creating the delivery cost type. (This information cannot be viewed by your customer.) Name: Assign a unique name for the delivery cost type. An unambiguous name makes it easier for you to define an assignment for a customer. (This information cannot be viewed by your customer.) Gross price [EUR]/Net price [EUR]: Gross and net price for a delivery of the category "per order". You can assign a separate price for every delivery cost type in this category. VAT [%]: Value added tax for the delivery costs. This field is filled in automatically. Note for customer...: Here you can enter a note that will be displayed to the customer. You should enter a note in particular to draw the customer's attention to the fact that separate delivery conditions may apply when ordering specific product ranges (e.g. hazardous materials, bulky parts, fluids) that can deviate from the delivery costs displayed. If the note is not sufficient for you, we recommend making separate arrangements with the customer. Changing delivery conditions You can change existing delivery conditions as well as create new ones in the overview area of the "Delivery conditions" tab in the "Administration dealer/customer" module. When you change an existing delivery condition, this does not affect orders that your customers have already placed. The change only takes effect for orders created after this change has been made. Mercedes-Benz WebParts 72

73 3 Pricing and sales promotion As an authorized Mercedes-Benz dealer, there are three ways to define prices, each of which can be combined with the other two. (1) The "Promotions" tab allows you to adapt individual product prices within a specific time window to promote sales and is subdivided into your own, national, and previous promotions. (2) Use the "List price" tab to adapt the national list prices (LLP) specified by your national organization. (3) The settings required to define customer and product group-specific discount rates can be configured on the "Discount management" tab. 3.1 Creating dealer-specific list prices We generally advise that you use the nationally recommended gross list prices for your dealer. If the competitive situation of your dealer requires dealer-specific list prices to be used, the "List prices" tab in WebParts allows you to adjust the list prices specified by your national organization. This applies to prices for Mercedes-Benz GenuineParts and any refund values for remanufactured parts. Price data/refund values specified using this function serve as a basis for calculating prices for all customers. In addition to dealer-specific list prices, the assignments of individual products to in-house discount groups are also managed here. 73 Mercedes-Benz WebParts

74 3.1.1 Defining prices for individual products If you select the "List prices" tab, you will be taken to the overview of the dealer-specific list prices, refund values and discount group assignments that have been created in your dealership. New entries and existing entries are edited directly in the overview list. Information overview Part no.: Part number including code letter (e.g. A ). Designation: Shows the part designation of the Mercedes-Benz GenuinePart. The part designation is displayed if a Mercedes-Benz GenuinePart exists for the part number entered. MPC DG: Displays the discount group that was assigned to the respective MB GenuinePart by the national organization. Dealer DG: Displays the dealer-specific discount group or serves to assign it. MPC price (EUR): Displays the current national list price. Dealer price (EUR): Displays the dealer-specific list price and can be used to enter the corresponding price. MPC RV (EUR): Shows the refund value of a remanufactured part as specified by the national organization (shown only if the part is a genuine remanufactured part). Dealer RV (EUR): Shows the dealer-specific refund value of a remanufactured part or facilitates its entry (can only be entered if the part is a genuine remanufactured part). PC (price code): As standard, price updates from your national organization lead to your dealer-specific entries being overwritten (deleted). Activate the price code option if you would like to prevent an entry from being overwritten when the national list prices are updated. Mercedes-Benz WebParts 74

75 Function overview Create entries: To create a new entry, first specify the associated part number in the input field at the end of the overview list. Then press the Enter key on your keyboard or click on the [ Refresh ] button. The new part number is added to the list and is supplemented by WebParts with the corresponding designation and price information from your national organization. Now enter your in-house list price (dealer refund value for remanufactured parts) or, if necessary, assign an alternative discount group or protect your price by activating the price code (PC). Click on the [ Save ] button to finish creating your entry. Change entries: All existing entries can be changed at any time using the associated input fields. [ Save ]: Saves all changes that have been made in the WebParts database. [ Reset ]: Discards all changes that have been made since the last save. Delete ( ): Click on the "X" icon next to the part number to remove the relevant entry from the list. After the deletion has been carried out, the list price and discount group defined by the national organization apply to the part again. [ Delete all parts ]: Removes all entries from the list. [ Export parts ]: Makes it possible to download all entries in Microsoft Excel format. The exported file can be used as a template for the import function. [ Import parts ]: Makes it possible to simultaneously edit existing and create new dealerspecific list prices by importing a file in Microsoft Excel format. After uploading an Excel file with the correct format, all data in the overview list is initially only displayed. Click on the [ Save ] button to store the imported entries in the WebParts database. 75 Mercedes-Benz WebParts

76 3.2 Defining target group-specific discount rates As a Mercedes-Benz partner, you are free to set your own customer-specific discounts. To define target group-specific discount rates (and, thus, net selling prices), the Mercedes-Benz WebParts discount matrix provides you with a very powerful and practical instrument for assigning individual conditions to your customers. The discount matrix allows you to administrate a large number of discount rates that are defined by combining discount groups and customer discount classes. In the process, every Mercedes-Benz GenuinePart is assigned to a discount group (DG), and every customer organization is associated with a customer discount class (CRC). If your business organization requires discount rates to be incremented by delivery type (e.g. stock replenishment and immediate requirement), this can also be displayed accordingly in Mercedes-Benz WebParts. Multi-dimensional discount matrix in the market Discount matrix In the "Discount matrix" tab you can inspect and edit the discount rates that apply to your customers. The discount matrix displays the customer discount classes (CRCs) in a vertical column. The discount groups (DGs) are listed horizontally. The individual fields of the matrix are therefore filled with the customer discount rates defined in Mercedes-Benz WebParts in relation to the products included in a specific discount group. The assignment of a customer discount class to a customer takes place on the "Customers" tab in the "Dealer/Customer Administration" module. The assignment of a Mercedes-Benz GenuinePart to a discount group takes place by your national organization or on the "List prices" tab of the "Administration Prices" module. Discount rates with a gray background are specifications from your national organization. You can use these discount rates, but you cannot modify them. Discount rates that are based on CRCs or discount groups that you have defined are displayed in white input fields, and you can adjust them at any time. Mercedes-Benz WebParts 76

77 Function overview Screenshot of multi-dimension discount matrix Screenshot of single-dimension discount matrix Order type: WebParts allows you to manage your discount rates in relation to the order type selected by the customer. Select the required order type in the list box to display the associated discount matrix or modify the discount rates that it contains. [ Save ]: Saves all changes that have been made in the WebParts database. [ Reset ]: Discards all changes that have been made since the last save. [ Export matrix ]: Makes it possible to download the discount matrix in Microsoft Excel format. The exported file can be edited outside of WebParts and used as a template for the import function. [ Import matrix ]: Allows you to administrate discount rates outside the system. Start by exporting your current discount matrix as an Excel template. The modified Excel file can then be imported back into WebParts to change your discount rates. Please note that the discount matrix import function cannot be used to create new customer discount classes or discount groups. An import matrix must have the same structure as your WebParts discount matrix. The import function is provided exclusively to administrate dealer-specific discount rates for existing CRCs and discount groups. New CRCs and DGs should therefore be created prior to exporting in WebParts. Also ensure that exports and imports are carried out for the same order type! Discount groups Discount groups (DGs) serve as a basis for defining discount rates (see Discount matrix) in addition to customer discount classes. 77 Mercedes-Benz WebParts

78 Your national organization divides different Mercedes-Benz GenuineParts into so-called discount groups for you. These cannot be deleted or changed. The "00" discount group is the default group for all products that were not assigned to any other discount group. On the "Discount groups" tab, you can supplement and administrate additional dealerspecific discount groups in addition to the groups already predefined by your national organization. When you create a new discount group, you can assign to it any Mercedes- Benz GenuineParts included in the List price module. To create your own discount groups, the relevant list box provides you with a limited number of unassigned discount group codes. When creating new entries, note that the discount group codes you created must be unique (i.e. not yet assigned). Your own discount groups can only be deleted if all existing product links in the List price module have been deleted beforehand. Information overview Screenshot with MPC restriction Screenshot without MPC restriction Discount group: Two-digit alphanumeric code of the discount group. Description: Optional designation of the discount group. MPC: Identification of the discount groups predefined by the national organization. Mercedes-Benz WebParts 78

79 Function overview Screenshot with MPC restriction Screenshot without MPC restriction Create entries: To create a new discount group, fill in the input fields at the end of the overview list. Change entries: To change the designation of a discount group, use the relevant input field in the Description column. Discount group codes that have already been defined cannot be modified. Delete ( ): Click on the "X" icon next to the discount group to remove the relevant entry from the list. If list prices for existing product links are still present in the module, the delete symbol does not appear. [ Save ]: Saves all changes that have been made in the WebParts database. [ Reset ]: Discards all changes that have been made since the last save Customer discount classes Customer discount classes (CRCs) serve as a basis for defining discount rates (see Discount matrix) in addition to product discount groups. As a Mercedes-Benz partner, you are free to set your own customer-specific discounts. Your national organization will provide you with several predefined customer discount classes. These predefined discount classes may only be used to define conditions for fleet owners! Such customers typically have cross-dealer contractual agreements between the national Discount maintenance without restrictions from the MPC 79 Mercedes-Benz WebParts

80 organization and your dealer (key account quotations). These can therefore not be deleted or changed by you and should only be used for conducting business with customers of this type. For all other customers, please define corresponding customer discount classes for your dealer. The "000" customer discount class is the default assignment for creating a new customer organization. You can also assign all other predefined classes to your customers in the customer administration module, however. The "000" customer discount class is assigned by default. This standard class cannot be deleted or changed by you and is the default assignment chosen when creating a new customer organization. You can add and manage dealer-specific customer discount classes for your dealership in the "CRC" tab. In this context, it must be noted that the CRCs you create must be unique (CRC code must not already be assigned). Once you have created a new customer discount class, you can also assign it to your customer organizations in the customer administration module. Your own customer discount classes can only be deleted if all existing customer assignments have been deleted beforehand. Discount maintenance with restrictions from the MPC Information overview Screenshot with MPC specification Screenshot without MPC specification CRC: Maximum three-digit alphanumeric code of the customer discount class. Description: Optional description of the customer discount class. MPC: Identification of the customer discount classes predefined by the national organization. Mercedes-Benz WebParts 80

81 Function overview Screenshot with MPC specification Screenshot without MPC specification Create entries: To create a new customer discount class, fill in the input fields at the end of the overview list. Change entries: To change the designation of a customer discount class, use the relevant input field in the Description column. Customer-specific discount codes that have already been defined cannot be modified. Delete ( ): Click on the "X" icon next to the customer discount class to remove the relevant entry from the list. [ Save ]: Saves all changes that have been made in the WebParts database. [ Reset ]: Discards all changes that have been made since the last save. 3.3 Encourage part sales using promotional prices Mercedes-Benz WebParts "Promotions" allows you as a dealer to offer selected products, within a specific time window, for one of the customer groups you define, at special conditions. To this end, you can use absolute promotional prices or additional promotional discounts. Making use of promotions allows you to increase your parts sales via Mercedes-Benz WebParts. You can use sales promotions in a targeted manner to reduce high stock levels, draw more attention to seasonal products, or respond to the competition with special prices. WebParts "Promotions" also provide a good platform for parts not referenced in the EPC such as Mercedes-Benz Accessories. 81 Mercedes-Benz WebParts

82 Once you have enabled "Campaigns" in WebParts for your customers, the assigned customers are then automatically shown the "Campaigns" on the WebParts home screen after logging-in, to notify them of your sales promotion. Online sales promotions via Mercedes-Benz WebParts will therefore become immediately visible to your customers. You can now send accompanying promotional flyers to your customers electronically via Mercedes-Benz WebParts without having to invest in printing and traditional mailing costs. To assist you as far as possible in your sales promotion activities while minimizing outlay, Mercedes-Benz WebParts also allows you to let your customers participate in national sales promotions. Further information can be found in the section entitled, "Participating in national promotions". "Quick links" can also be created for campaign products. When customers activate this link they can place a campaign product straight into the shopping basket. You can send this link to your customers, for example via the newsletter. Further information on this is available in the section "Quick link to campaign products" Planning and implementing own promotions The start page of the Promotions module provides you with an overview of all current and planned promotions for your dealership operation. It also serves as a basis for creating new and editing your existing dealer-specific promotions. Information overview Promotion: Unique name for a promotion that is in progress or that is planned. Valid from/to: Start or end date of a promotion. Images: Link to images filed (if available). Documents: Link to documents filed (if available). Order type: Name of the order type to which a promotion may be associated. Published promotion: Identifies promotions that have already been published. Mercedes-Benz WebParts 82

83 Update LLP: Marks promotions for which the national list price or the discount group has changed for at least one product in the promotion since it started. Template: Type of promotion variant used Function overview New promotion: Opens an empty promotion screen for creating a new promotion. Edit ( ): Opens the entry selected in edit mode. Assign customers ( selected. ): Switches to the customer assignment screen for the entry Delete ( ): Deletes the entry selected. View images/documents ( ): Displays images or documents filed for the promotion (if available). [ Print ]: Generates a detailed PDF document for all promotions contained in the overview Selecting a promotion variant When creating a new promotion offer, you can choose between two different variants for displaying it in the WebParts customer application. Classic: WebParts promotion with a basic list of parts and enclosed documents as a option. Modern: WebParts promotion including product shots, product descriptions, and other presentation options. 83 Mercedes-Benz WebParts

84 3.3.3 Creating new promotions/editing current promotions The screen for creating new promotions and editing existing ones is subdivided into two sections. The upper section with input fields is used to document all non-parts-specific information for a promotion. In editing mode, you can view the WebParts data already stored here. These input fields are blank when creating a new promotion. Non-parts-specific promotion data Promotion: Unique name of the promotion. Mercedes-Benz WebParts 84

85 Valid from/to: Start or end date of the promotion. Click on the calendar icons next to the input fields to fill in the fields. Order type: If you administrate discount rates specific to the order type at your dealer, you may need to specify to which order type the promotion will be linked here. Promotion subheading: Optional subheading supplementing the name of the promotion. Promotion text: Optional accompanying text that provides a more detailed description of the promotion. Explanation of promotion (for dealers only): Optional accompanying text that the national organization can use to provide a supplementary description. This field cannot be viewed by your customers! (Displayed in the promotion suggestions area only) [ Upload teaser image ]: Image to be displayed on the customer start page and on the promotion overview page. Width: 190 pixels/height: 130 pixels/format: jpg or png. If no information is specified here, the WebParts customer application will include a generic default image. The maximum image size is 250KB. [ Upload background photo ]: Option to display a large published image on the promotion details page. Width: 740 pixels/height: 295 pixels/format: jpg or png (Displayed in the modern promotion variant only). The maximum image size is 500KB. [ Upload PDF ]: Option to link a PDF document. If you are using your WebParts promotion to accompany a current sales promotion at your dealership operation, you can upload appropriate advertising material such as flyers or newspaper advertisements in PDF format here. The maximum file size is two megabytes (2 MB). [ Upload spreadsheet ]: Option to link an Excel document. Can be used for comprehensive data that requires information to be filtered. [ Publish promotion ]: When this list box is activated, the promotion becomes available to all customers assigned to it. [ Save ]: Saves all changes that have been made in the WebParts database. [ Cancel ]: Discards all changes made since the last save. The lower section with input fields is used to document all parts-specific information for a promotion. In editing mode, you can view the products already linked to the promotion here as well as the corresponding product information. When creating a new promotion, the input fields for entering new parts are initially displayed. 85 Mercedes-Benz WebParts

86 Parts-specific promotion data in the classic variant Add a new part to a promotion by entering the associated part number in the input field at the end of the parts list. Then press the Enter key on your keyboard to confirm the entry or click on the [ Refresh ] button to accept the part number. The updated parts list now contains the new part plus the designation and price information defined in WebParts. In order to complete the part assignment, now add the special price or special discount that applies during the promotion period. In the "Own designation" field, you can specify a deviating designation for the respective product if necessary. For remanufactured parts, it is also possible to specify a special price for the refund value of the old parts. As soon as you have entered a part number of a remanufactured part in the field and hit the enter key on your keyboard, additional input fields are displayed below the price information of the remanufactured part. In the upper line, you can assign a special price or special discount for the remanufactured part. In the lower line, you can assign a special price for the refund value of the old part. If you do not want to assign a special price for the refund value of the old part, you can leave the field empty. The special discount only refers to the remanufactured part and not to the refund value of the old part. Always take your dealer-specific purchase prices into consideration when creating offers. These are not stored in WebParts! Within the context of a promotion, a special price represents an absolute defined net selling price. Special discounts are percentage price reductions on your gross list price that are given in addition to any customer-specific Mercedes-Benz WebParts 86

87 discounts that may have already been granted. Further information and corresponding examples can be found in the section entitled, "Pricing calculation examples". If your planned promotion encompasses a larger quantity of Mercedes-Benz GenuineParts, it is a good idea to prepare part and price definitions outside of WebParts. For this purpose, WebParts offers an import function [ Import parts ] in Microsoft Excel format. To avoid formatting problems, it is recommended that you create a promotion template in Excel. To do this, simply export the parts data for a specific promotion using the [ Export parts ] function and use this file as a basis for your import. Click on the [ Delete all items ] button to remove all parts in a single step. As is the case in all other areas of WebParts, changes made in the promotion module only take affect after the [ Save ] button is clicked. Parts-specific promotion data in the modern variant Due to the additional product presentation options available in this variant, the detailed entries for individual items are made in a separate dialog. To add a new part, click on the [ New item ] button. To edit an item already entered, select Show details ( ). When making a new entry, first specify the part number and confirm by choosing the Enter key on your keyboard. The updated view now includes the new part as well as the designation and price information stored in WebParts. 87 Mercedes-Benz WebParts

88 In the "Own designation" field, you can specify a deviating designation for the respective product if necessary. Product characteristics are defined in the "Description" field. Click on the [ Upload product photo ] button to complete the product presentation by adding an appropriate photo. (Width: 190 pixels/height: 130 pixels/format: jpg or png) Please note that the product description and product photo are mandatory entries. As is the case with the classic promotion variant, you can supplement a special price or a special discount for a defined promotion period. If you only want to use your promotion to attract customers' attention to specific product ranges without offering additional discounts, you can also specify a special discount of 0 % here. For remanufactured parts, it is also possible to specify a special price for the refund value of the old parts. As soon as you have entered a part number of a remanufactured part in the filed and hit the enter key on your keyboard, the input field "Offer refund value" is displayed. Here you can assign a special price for the refund value of the old part. Mercedes-Benz WebParts 88

89 If you do not want to assign a special price for the refund value of the old part, you can leave the field empty. The special discount only refers to the remanufactured part and not to the refund value of the old part. Always take your dealer-specific purchase prices into consideration when creating offers. These are not stored in WebParts! Within the context of a promotion, a special price represents an absolute defined net selling price. Special discounts are percentage price reductions on your gross list price that are given in addition to any customer-specific discounts that may have already been granted. Further information and corresponding examples can be found in the section entitled, "Pricing calculation examples". Save your entries for this product and click on the [ Close ] button to revert to the originating page. Alternatively, you can click on the [ Next ] button to specify the details for a different product. 89 Mercedes-Benz WebParts

90 In the parts list, you can click on the arrow icons to change the sequence in which individual products are displayed by moving them up or down in the list. Activate the "Highlight first item" checkbox if you want to visually distinguish the first item from the other products. Click on the [ Preview ] button at any time to see how your promotion will be displayed in the WebParts customer application. As is the case in all other areas of WebParts, changes made in the promotion module only take effect after the [ Save ] button is clicked. Assigning customers Promotion offers exclusively apply to the group of your customers to whom you actively assign a promotion. The screen for assigning customers is accessed by pressing the [ Assign customers ] button in the editing view or by clicking on the corresponding icon ( ) in the promotion overview. In the top part of the customer assignment screen, there is a search function for your customers. The filter criteria that can be defined for a customer search are: Customer reference, postcode, city, customer division, customer group, and customer discount class (CRC). To assign individual customers to a promotion, mark the relevant entry in your search results list and then click on the [ Assign customers ] button. Alternatively, you can assign your promotion to all of your customers by clicking on [ Assign all customers ]. After you select all customers or individual customers, the entries for them are listed in the lower area of the assigned customers screen. Finalize your assignment by clicking on the [ Save ] button. Mercedes-Benz WebParts 90

91 To undo a customer assignment, select the entry in question from the list of assigned customer organizations and click on the [ Delete ] button Participating in national promotions Your national organization provides ready-made promotion templates for national promotions at regular intervals to assist you with your sales promotion activities. You can inspect suggested promotions at any time using the "MPC promotions" tab. If your national organization has added new national promotions in WebParts, you will be presented with a corresponding note the next time you log in to the system. New promotions are also highlighted by a blue exclamation mark icon ( ) and in bold in the overview list. in the overview list. In order to participate in national promotions, you can copy the suggested promotions into your own promotion management by pressing a button and then assign this to your customers. If necessary, your national organization can also create promotions, which initially do not contain any part numbers (classical promotion variant). The national organization encloses a parts list as an attachment to the promotion. You can decide for yourself for which part numbers you give rebates to your customers in this promotion. Function overview 91 Mercedes-Benz WebParts

92 View ( ): Displays a detailed view including parts data for the promotion selected. Copy ( ): Opens the screen for creating new promotions and automatically fills in all input fields with the information for the suggested promotion. You can also modify a suggested promotion to meet your needs if required. For example, you can change the promotion period or add or remove individual parts. If the suggested promotion includes part numbers that are no longer referenced in the current national price list, these are excluding from the copy action. In these scenarios, WebParts displays a corresponding message. View images/documents ( ): Displays images or documents filed for the promotion (if available). [ Print ]: Generates a detailed PDF document for all promotions contained in the overview Reactivate previous promotions Provided that you have not already explicitly deleted the promotions that you have carried out, you can access them via the "Promotion history" tab. The previous promotions that are listed here can be copied and therefore used as a template for upcoming promotions. This is particularly useful for seasonally repeated sales promotions. Function overview View ( ): Displays a detailed view including parts data for the promotion selected. Copy ( ): Opens the screen for creating new promotions and automatically fills all input fields with the information from the previous (expired) promotion. Customer and part assignments are also accepted. If the expired promotion includes part numbers that are no longer referenced in the current national price list, these are excluded from the copy action. In these scenarios, WebParts displays a corresponding message. Delete ( ): Deletes the entry selected. View images/documents ( ): Displays images or documents filed for the promotion (if available). Please note that all pictures and documents will be deleted from Mercedes-Benz WebParts 92

93 WebParts 30 days after the end of the promotion. Save these locally to your computer if required. [ Print ]: Generates a detailed PDF document for all promotions contained in the overview Quick link to campaign products WebParts enables quick links to be used for campaign products to support sales campaigns (e.g. PDF newsletter, ing). Customers that activate a quick link to a campaign product automatically have the product filed in the parameters placed into the shopping basket. Quick link users can have the campaign product placed conveniently into the shopping basket with a single click. To enable all the advantages associated with a quick link the following requirements must be given: The product to which the quick link refers must be part of a campaign. The corresponding campaign with the linked campaign product must be assigned to the customer. Customers must be assigned to the dealership operation filed in the parameters. Important: The campaign price is not part of the quick link. The price shown is always the one you defined (in your campaigns) or your national organization. If the campaign to which the link refers has run its course, the campaign product is still placed into the shopping basket when the link is activated. However, in this case the regular price is then shown. This is also the case when a customer activates the quick link that was not assigned to the campaign. Quick link explanation Enter the parameters listed below into the test positions highlighted in bold type. "DealerGroupId" parameter: Enter the Group ID of the main dealer of your dealer organization here at which the customers can order the promotion products. Important: The user of the direct link must be a customer of, at least, one dealership of your dealer organization. Otherwise, when the quick link is activated a fault message is shown. "PartNumber" parameter: Enter the part number for the campaign product here, which is to be placed into the shopping basket when the link is activated. "Quantity" parameter: Enter the part number for the campaign product here, which is to be placed into the shopping basket when the link is activated. This parameter can be specified as an option. If this parameter is not defined, when the link is activated, the campaign product is placed into the shopping basket with a quantity of "1". 93 Mercedes-Benz WebParts

94 A parameter may not have any spaces in it. For example, the spaces in the part number must be removed. 3.4 Sample pricing calculations Calculating gross and net selling prices is based on a defined mechanism. The following sections describe the rules for calculating prices and illustrate them in sample calculations. Determining the gross list price (1) The national list price serves as a basis for all calculations. If you have not made any price adaptations in the "List prices" module, your gross list price corresponds to the national list price. (2) If you have defined an individual house price for a product, this is used as the gross list price. WITHOUT UPLIFT FUNCTION Calculation Example for Gross List Prices LLP Individual adjustment (dealership price) GLP WITHOUT UPLIFT FUNCTION (1) (2) (2) LLP (local (national) list price), GLP (gross list price) Determining the gross list price (1) The national list price serves as a basis for all calculations. If you have not made any price adaptations in the "List prices" module, your gross list price corresponds to the national list price. (2) If you have made a flat price adjustment based on product groups or marketing codes, the national list prices for the products affected are increased or decreased accordingly. (3) If you have defined an individual (absolute) house price for a product, this is used as the gross list price irrespective of any existing fixed price adjustments. WITH UPLIFT FUNCTION Mercedes-Benz WebParts 94

95 Calculation Example for Gross List Prices LLP General LLP adjustment in % Individual adjustment (abs.) GLP WITH UPLIFT FUNCTION (1) (2) % (2) % (3) (3) (3) % (3) % (3) % (3) % LLP (local (national) list price), GLP (gross list price) Determination of net selling price (1) Your gross list price serves as a basis for all calculations. (2) Product-specific discount groups (DGs) and customer discount classes (CRCs) are used as the basis for defining the standard discount rates within your discount matrix. Applying the determined discount rate to the gross list price produces the standard net price. (3) If you have assigned a product to an in-house discount group, your in-house discount rate is used to calculate the price in combination with the customer discount class instead of the standard discount rate. (4) If an absolute promotion price exists for a product and is therefore lower than the standard net price for the customers concerned, the promotion price is considered to be the net selling price. (5) If a special promotion discount exists for a product, this is applied to the gross list price in addition to the determined discount rate. The promotion discount and the previously determined discount rate are therefore added and the sum total deducted from the gross list price. (6) If several promotion prices and/or promotion discounts exist because of promotions running in parallel, the price that is lowest for the customer concerned is always determined and shown as the net selling price. 95 Mercedes-Benz WebParts

96 Calculation example for net sales prices GLP S-DR % D-DR % S-NP P-price P-discount % NSP (1) (2) % (3) % (4) % (4) % (5) % % (6) % % (6) % % GLP (gross list price), S-DR (standard discount rate), D-DR (dealership discount rate), S-NP (standard net price), P-price (promotion price), P-discount (promotion discount), NSP (net sales price) Mercedes-Benz WebParts 96

97 4 Order processing Consulting professionally with your customers and processing orders in a timely fashion are key factors that determine the success of over-the-counter sales. This applies equally to online orders placed in WebParts as it does to face-to-face orders made on site with you. Translated, this means that you also keep an eye on orders received through WebParts in addition to monitoring customers in your salesrooms and taking orders by phone and fax. In this context, we recommend that you familiarize a sufficient number of employees with the handling and processing of incoming orders received through WebParts. Your dealer should also have a substitute rule in place to ensure that online customers can continue to place their orders via Mercedes-Benz WebParts when employees go on vacation or are on sick leave. 4.1 Overview of incoming orders After accessing the order acceptance module, you will see an overview of all open orders ("status filter" => ordered or read") for the dealer specified under "Ordered from". If orders exist with an order date that goes back more than 30 days, you will be presented with a corresponding note prompting you to process the outstanding orders. The filter for the year is initially set to "Last 12 months". Customer organizations that were created for test purposes are preceded by a "[T]". Customer organizations that are no longer active are preceded by an "[I]". Information overview The order overview screen provides you with an overview of key information about existing orders. In addition to the customer name and order numbers, you can also directly read off the order status as well as the order and delivery type here. If comments have been provided for an order, they can be viewed in abbreviated form. Unread orders that have not yet been processed by any employee at your dealer are highlighted in bold-faced type. This can avoid two or more employees processing one and the same order. 97 Mercedes-Benz WebParts

98 The filter criteria currently defined appear above the order overview area. Function overview Ordered from: If you have access to the order data for several branches, you can select the order overview for a particular dealer here. Filter status/filter by year/filter by month: Restricts the list of orders displayed in relation to the filter criteria selected. Alternatively, you can also display all orders. [ Refresh list ]: Searches for new queries in the WebParts ordering system on the basis of the selected filter criteria. [ Delete ]: Can be used in combination with the list boxes for already processed orders to delete several entries. Details for order ( ): Opens the detailed view for the order selected. Click on the symbol to edit an existing order. Alternatively you can click on the order number of the respective order to go to the detailed view. Delete order ( ): The icon for deleting orders and the list box for deleting several orders are only displayed for orders that have already been processed. Click on one of the column names, such as the customer number, to sort the overview list according to the criterion selected. Mercedes-Benz WebParts 98

99 4.2 Viewing details for individual orders The order overview screen shows you all the data available for an order placed through WebParts and is subdivided into three main areas. General header data for the order (a) Comments and remarks for the order (b) List of all item data referenced in the order (c) 99 Mercedes-Benz WebParts

100 Header data for the order (a) Ordered from: Branch to which the order is assigned. Customer reference/customer number: Name and customer number of orderer assigned by your WebParts administrator. Job number: Order indicator assigned by the customer. Title: Name of order assigned by customer. Order type: Type of order (e.g. immediate requirement or stock replenishment). Delivery type: Type of delivery, e.g. pick-up by customer or delivery by courier. Order date/order number: Time at which the order was received and the order number assigned by WebParts. Exported on/by: Time at which the order was exported together with the user ID of the exporting employee at your dealer. SAP: Designates orders placed from within the SAP system. For orders that were placed via an call centre agent, the following header data is also displayed: Call centre in country activated Call centre: Marks orders placed via call centre agents. Private customer Marks private customers. Contact person: Refers to the call centre Contact person of the call centre customer organization who has placed the order with the call centre agent. Tel. no.: Shows the telephone number of the call centre customer contact, who has placed the order with the call centre agent. If the call centre contact person did not provide a home Mercedes-Benz WebParts 100

101 phone number, but a mobile number, it is displayed. If the call centre contact person did not provide a home phone number or a mobile number, the telephone number of the call centre customer organization is displayed. Purchasing community: If the call centre customer organization is assigned to a purchasing community, it is displayed here. Comments and remarks for the order (b) Note: Additional information provided by the customer regarding the order. Dealer note: Note concerning the order placed by an employee of your dealer. Dealer comment visible for customer: Deactivate this option to make the dealer comments in the order details visible to your dealer administrators and the receivers of the order only. When you select this setting in the dealership operation data, this affects all customers of the selected ordering operation. If you want to deactivate this setting for only one customer, it is necessary to select these settings in the order details of an order placed by the affected customer. In this case, the dealer comments continue to be displayed for all other customers. If this setting is deactivated, the [ Send comment ] button is hidden. Item data regarding the order (c) Item: Consecutive numbering of the order items. Part no.: Unique identification number of the part ordered. Description: Description of the part ordered. Part-specific notes and information: If simple master data information or part-specific notes on parts are present, information symbols are displayed in this column. 101 Mercedes-Benz WebParts

102 DG: Discount group assigned to the part. List price [EUR]: Specification of the list price defined by the national organization or the deviating list price as recorded by your dealership operation. Base discount [%]: Discount rate on the basis of the product discount group and customer discount class. Promotion discount [%]: Any additionally granted promotion discount. Net price [EUR]: Net price per part after deduction of all discounts. Quantity: Number of parts ordered for the respective item. Shopping Cart (NP) [EUR]: Net price total for the number of ordered parts for the respective item. Offer: Shows the relevant promotion period for items with a promotion discount. Return value [EUR]: Shows the refund value for remanufactured part items. Note: Customer remark on the respective item. Here, the customer can automatically transfer the VIN or type used for the parts search in the EPC. Availability: Indication of the availability of the respective part. The stock information that WebParts accesses for the availability display is updated once per day. The status at the point in time when the order is placed by the customer is displayed. Total list price: Total sum of all list prices. Total basic discounts: Total sum of all basic rebates. Total offer discounts: Total sum of all offer discounts. Total discounts: Total sum of all discounts. Total shopping cart (NP): Total sum of all net prices. Delivery: Displays the delivery costs for the order. (Appears only if delivery costs apply.) VAT: Total sum of the applicable value added tax. Total sum: Total price of the order based on the net prices of all order items. Total sum/vat: Total price of the order based on the net prices of all order items and applicable value added tax. Mercedes-Benz WebParts 102

103 Function overview Order overview: Select this menu item to go back to the order overview. [ Save note ]: Saves the text written in the "Dealer remark" text field in the WebParts database. [ Send remark ]: Sends the text specified in the "Dealer remark" text field to all customer addresses stored in WebParts. If the "Dealer comment visible for customer" setting is deactivated, this button is hidden. If the affected order was placed by a call centre agent, the [ Send comment ] button is hidden. [ Export ]: Files all order data in the path specified in the export settings (for example: C:\webparts) as an XFR file. The status of the order changes from "Open" to "Edited" with the export. Your customer also receives a notification by about the processing of the order, which also includes your entries in the dealer remark field. If the order was already exported, a warning message appears. This avoids two or more employees processing one and the same order. [ Print ]: Creates a complete overview of all order data in PDF format. [ Previous order ]/[ Next order ]: Facilitates navigation at the order detail level. On the basis of the last order overview that you called up, you can switch to the respective next or previous detailed order view without having to return to the order overview screen first. 103 Mercedes-Benz WebParts

104 [ Cancel order ]: Cancels an order. The status of the order changes from "Open" to "Canceled" with the cancellation. An order that has already been processed cannot be canceled. Your customer also receives a notification by about the cancellation of the order, which also includes your entries in the dealer remark field. Saving the XFR file when exporting order data is done either using a classic download link or using a Java Applet in your browser. For security reasons, Web applications are, by default, not authorized to save files to the hard disk of your computer. Therefore, when using the Java Applet, you will be shown a corresponding warning message during the first export. In the notes window, confirm that you would like to start the saving process and activate the option "Always trust content from this author" to prevent the system from prompting you of this in the future. 4.3 Extended customer communication As dealer administrator, you can offer your customers the opportunity to send unlimited order comments for all placed and canceled orders. This lets your customers directly send you question about placed and canceled orders in the order details. You also have the opportunity to send your customers messages about orders. If you have activated the extended customer communication in the dealership organization data, the Customer communication tab is displayed for all called up orders. The upper area is identical to the order header of the order details. In the lower area, all sent and received messages including sender, date and time of the called up order are displayed. For placed and canceled orders, it is possible to send messages to your customers. Your customers are also able to comment on orders with this status. The commenting function is not available for confirmed orders and those stored in archive. For orders with this status, you can only see the sent and received messages. Mercedes-Benz WebParts 104

105 When you send a customer a message about an order, he/she is notified via . When your customer sends you a message, you are notified via . Additionally, the note "Existing customer communication" is displayed in the order details as soon as at least one message has been received or sent for the called up order via the extended customer communication. Additionally, the "Dealer information" and "Comment" columns are replaced by "Latest information" in the order overview after activating the extended customer communication. If there are messages about an order in the extended customer communication, a link is shown within this column. When you click on this link, you get directly to the "Customer communication" tab of the selected order. 4.4 Processing orders step by step As an order acceptance employee at your dealer, your tasks include regularly checking orders received through WebParts and processing orders in a timely fashion. To facilitate you with your daily work and offer your customers the best possible service, the steps involved in processing orders in WebParts have been designed to be very easy. After you log in to the system, you are taken directly to the order overview screen as an order acceptor. If your dealership operation maintains several branches and you are responsible for more than one of these dealers, you will see a list box that contains all dealership operations assigned to you. Switch to the dealer whose orders you would like to process here. 105 Mercedes-Benz WebParts

106 The order overview is sorted by order date as standard, meaning that the latest orders received are always displayed at the beginning of the overview. The "Order type" column also provides information about how urgently your customer requires the parts in an order. Click on the "Order details" ( for an order selected. ) icon or the order number to go to the detailed view area Before you commission the order and transfer it to your Dealer Management System (DMS), first check whether your customer has left you a message in the "Remark" field or the notes for the order items. If necessary, you can send a message to your customer yourself using the "Dealer remark" field. You can click on the [ Print ] button to create a document containing all order information required for further processing to serve as a basis for picking a WebParts customer order. Mercedes-Benz WebParts is an Internet-based ordering system. The process of invoicing customer orders submitted in WebParts takes place via your Dealer Management System (DMS) as for all other orders and sales activities. An export function in EPC purchase list format (XFR) is provided to conveniently transfer WebParts orders to your Dealer Management System (DMS). This function ensures that WebParts orders can be transferred to all Dealer Management Systems (DMSs) capable of Mercedes-Benz WebParts 106

107 processing shopping cart imports from EPC. Manual entry of individual part numbers and quantities is therefore not required. Compared to orders placed by phone or fax, the efficient processing of electronic orders is a key benefit offered by Mercedes-Benz WebParts and will considerably reduce your workload. Click on the [ Export ] button to save the customer order in XFR format. For further processing of the order, import the data generated by the export into your DMS. As soon as you export a WebParts order, your customer is notified by that you have processed his/her order. Click on the [ Previous order ]/[ Next order ] buttons to go to the next open order. Note: A file with a defined name and storage path is used to exchange data between Mercedes-Benz WebParts and your DMS. You should therefore take note of the fact that when an order is exported, the order file available last is overwritten! Should you want to process two orders simultaneously, you will need to first import the relevant order data into your DMS after having exported the first order before you can export the second order. 4.5 Export settings The Export settings tab can be used to make settings for the order data export. Export order using: Choose required order export variant here. You can choose between a classic download link or the Java-Applet supported quick link. After exporting an order you will be shown either a download link to the export file or it will be automatically downloaded via the Java-Applet. 107 Mercedes-Benz WebParts

108 Please note that different browsers do not provide support for a Java-Applet. In this case you should have selected the classic download link variant to enable the export file to be downloaded. Naming export file: Define the file name for the export file here. The file name must end with.xfr (e.g. shoppinglist.xfr). Local storage location for file: Define the local storage location for the export file here. The specification of the storage directory must include the drive letter (e.g. C:\WebParts). If you use the classic download link to export an order, this input field is then obsolete. Mercedes-Benz WebParts 108

109 5 Reporting In order to provide you with information about incoming orders in your operational business in the most efficient way, WebParts provides you with a series of evaluations in Microsoft Excel format. In order to provide you with information about orders received in your operational business and articles that were not purchased (lost sales) in the most efficient way, WebParts provides you with a series of evaluations in Microsoft Excel format. In this instance, "Lost Sales" refers to parts that your customer placed into the shopping cart, but then removed again (purchase not made). The quantity of parts placed into the shopping cart is also taken into consideration here. Lost Sales dealer report deactivated Lost Sales dealer report activated Switch to the "Reporting" module to create the WebParts dealer report and download it onto your computer. WebParts evaluations cover all the order processes carried out in the closed months of a current calendar year. Data from the previous month is made available on day 5 of the following month. A report generated on January 5 therefore includes all sales transacted in the previous calendar year. When evaluations are triggered from February 5, the report first lists the January data of the current year. Function overview Screenshot Lost Sales dealer report deactivated Screenshot Lost Sales dealer report activated [ Activate cust. spec. LS - Report ]: Activates the use of customer-specific lost sales data for reporting. This means that you can view not only the values aggregated on the dealer level, but also the detailed lost sales for each individual customer. This gives you the opportunity to approach customers individually and convince them to purchase these parts 109 Mercedes-Benz WebParts

110 by highlighting the advantages of MB original parts, special offers, better provisioning of specific parts, or campaigns. In order to use this report, you must expand your GTC with regard to the use of customer-specific lost sales (as described in chapter 2.9 "Administration of dealer-specific GTC in WebParts"). Please contact your national organization if you have any additional questions. [ Create Report ]: Generates a new dealer report and replaces an already existing report, if available. [ Delete ]: Deletes an existing report. Click on the file name in the "Download" field to download the latest report onto your computer. Please note that new evaluations created in WebParts will overwrite the most recent report at this point in time. If you want to archive the evaluations for your dealer, you will need to save the respective Excel files on your local computer or on a network drive. This is particularly important at the turn of the year, as the detailed sales data from the previous year can no longer be accessed after the January sales have been evaluated from February 1! To deactivate the lost sales report, you can navigate to the dealership operations data of your dealership organization via the link displayed. Screenshot Lost Sales dealer report activated The dealership operations data also includes information on the time of activation. Furthermore, you can deactivate the lost sales report by deactivating the check box [ Activate Lost sales - Tracking ]. Changes do not become effective until after the next report generation cycle (turn of the month/quarter) in WebParts. Screenshot Lost Sales dealer report activated Mercedes-Benz WebParts 110

111 5.1 Report overview The WebParts dealer report encompasses four different evaluations that can be viewed within the Excel file on different worksheets. The WebParts dealer report encompasses ten different evaluations that can be viewed within the Excel file on different worksheets. Important notes about interpreting WebParts evaluations (1) The reporting functions of WebParts are based exclusively on the sales and parts data for "exported" orders. Orders that have not been actively exported from WebParts during the course of processing are not included in the Excel analyses. (1) The reporting functions of WebParts are based on the shopping carts that were not purchased (lost sales) on the one hand and on the sales and parts data for exported orders on the other hand. Orders that are not actively exported from WebParts during order processing using the corresponding button are not included in the Excel evaluations. (2) Always compare the results data from WebParts evaluations with the relevant sales from your "offline" business as this is the only way for you to view individual customers holistically if they can also use alternative ordering channels such as the phone or fax. Note: Because theft-relevant parts may usually not be sold via the online sales, these parts are excluded from lost sales reporting Dashboard Lost Sales Händlerreport aktiviert The first worksheet, "Dashboard", displays three diagrams that show the current sales, lost sales and customer activity development. 111 Mercedes-Benz WebParts

112 Development of turnover & lost sales: This diagram displays the sales and lost sales development of your dealership organization. Development of the Shopping Cart Conversion Rate (SCCR): This diagram displays the development of the Shopping Cart Conversion Rate (SCCR). In this case, the sales are shown in relation to the entire shopping cart potential. The shopping cart potential contains orders, including shopping cart entries that the customers created but then deleted again (lost sales). You can also view and compare the average conversion rate of all dealership organizations in your market here. Development & activity of WebParts customer: This diagram displays an overview your assigned customer organizations, divided into "Connected customers" (all connected customer organizations), "Logged customers" (customers who log into WebParts at least Mercedes-Benz WebParts 112

113 once per month) and "Active customers" (customers who place at least one order per month) Dealer Reporting Screenshot Lost Sales dealer report deactivated Screenshot Lost Sales dealer report activated The first "Dealer reporting" worksheet provides you with general customer information such as the name and customer number in the first columns. Here you can also inspect the customer discount class that you have issued and the department assignments that have been made. The first and last columns of the second worksheet, "Dealer report", provide information on general customer data, such as the name and customer number. Here you can also inspect the customer discount class that you have issued and the department assignments that have been made. The "New customer" column shows the customer organizations that you still have listed as new customers. This status is assigned in the customer settings; you should update it after some time to ensure that you always have an overview of the development of your new and existing customers. The number of logins, "# Log WP", shows how often a customer has logged into WebParts. If you notice that a customer is inactive, you should contact them and delete their WebParts account if they are no longer interested. This allows you to keep your customer base tidy and remove inactive customers from your report. Screenshot Lost Sales dealer report deactivated Screenshot Lost Sales dealer report activated 113 Mercedes-Benz WebParts

114 The sales from the previous year, the cumulative sales up to the previous month of the current month (YTD) of the previous year, and the cumulative sales up to the previous month of the current month (YTD) of the current year are displayed subsequently. These values help you to keep track of your customers' shopping behavior and development, and to initiate appropriate measures in the case of negative or stagnating development. This is then followed by the monthly sales for the current year up to the previous month of the current month. A comparison of all months in this year to those in the previous year allows you to identify trends in customer-specific sales development and respond to them accordingly by checking the conditions for the respective customer, for example. The sales and lost sales of the previous year, the cumulative sales and cumulative lost sales up to the previous month of the current month (YTD) of the previous year and the cumulative sales and cumulative lost sales up to the previous month of the current month (YTD) of the current year are also displayed among the customer data. These values help you to keep track of your customers' shopping behavior and development, and to initiate appropriate measures in the case of negative or stagnating development. The monthly sales and lost sales for the current year up to the previous month of the current month are also displayed. A comparison of all months in this year to those in the previous year allows you to identify trends in customer-specific sales development and respond to them accordingly by checking the conditions for the respective customer, for example. In addition to the sales and lost sales, the shopping cart conversion rate is also calculated and displayed. Please note that customer-specific lost sales data is only displayed once you have adapted your GTC with regard to the use of customer-specific lost sales data, have confirmed this adaptation and then activated the use of customer-specific lost sales data. In return, your customers must also agree to the use of their customer-specific lost sales data. Further information on this topic is available in chapter 2.9 "Administration of dealer-specific GTC in WebParts". Should one of your customers have objected to the use of their customer-specific lost sales data, only the sales values will be displayed for this customer. The fields for the lost sales potential and the shopping cart conversion rate are marked with "*". The lost sales data of customers you have added to the blacklist is not taken into account. The sales generated are taken into account as usual. The fields for the lost sales potential and the shopping cart conversion rate are marked with "**". Screenshot Lost Sales dealer report deactivated Mercedes-Benz WebParts 114

115 Screenshot Lost Sales dealer report activated The information available on individual months can be used e.g. to quantify the sales per order or identify customers who regularly use WebParts/EPC ("# Log WP", "#WP logins"), but do not submit any orders or submit a relatively low number of orders. You can also see how high the lost sales potential ("LS potential") and the shopping cart conversion rate is, i.e. how high the sales for the ordered parts are in comparison to the overall shopping cart potential (customer net price in each case). These customers should be actively monitored and close contact maintained with them to ensure that the parts required are not only identified in WebParts, but also ordered there. The indication of the sales per month of the current year is followed by information about competitive parts. The percentage share of competitive parts in relation to the total sales for a year is shown here for each customer. In order to identify trends, the values for the current year and the previous year are also shown here. This gives you an overview of how often your customers order replacement parts from other suppliers, i.e. how loyal your customers are to you when it comes to purchasing parts. You are also provided with the reference data for competitive parts. Below the table is a corresponding block. This block displays the average share of competitive parts for all of your customers and the average share of competitive parts acquired in your national market for the current year. If individual customers or your entire dealer have very low competitive shares, we recommend targeting these customers specifically with sales promotions for competitive product ranges or drawing their attention to the product benefits of genuine parts and other solutions your dealer offers in a confidential conversation Lost Sales on dealer level Screenshot Lost Sales dealer report activated The worksheets "LS dealer level 20xx" and "LS dealer level 20xx-Qx" show all parts for which you had lost sales in the current year and the previous year. The first of the two worksheets ("LS dealer level 20xx") displays the values of the year shown, while the second worksheet ("LS dealer level 20xx-Qx") displays the values from the previous quarter of the year displayed. These tabs are always filled, regardless of whether or not you have adapted the GTC and your customers have agreed to the adaptation. The values 115 Mercedes-Benz WebParts

116 displayed here are aggregated on the dealer level and are not customer-specific. As a result, it is not possible to draw conclusions on individual customer organizations here. Instead, you are provided with a complete overview of your dealership organizations' lost sales. Screenshot Lost Sales dealer report activated You can take the following information from these worksheets: Part No.: Shows the part number for the article. Designation: Shows the part description in up to 3 languages. Marketing Code: Shows the marketing code for the article. Division: Shows the category assignment for the article and is an important filter criterion in times of customer dedication. The division is derived from the marketing code. Discount group: Shows the discount group for the article. Total number LS: Shows total quantity of lost sales (deleted shopping cart entries including specified number of parts) for the article. Quantity of shopping cart items of the LS: Shows the total of individual shopping cart entries for the articles in question. LS per shopping cart item: Shows the average lost sales quantity for the article per shopping cart entry. Quantity of unique customer organizations: Shows the number of your customers who have deleted the specific article from the shopping cart once or more. Quantity of LS on availability levels 1 to 7 / Without Availability: Shows the quantity of lost sales according to the various DIMS availability status or without availability status. Gross List Price part in [Currency]: Shows the total gross list price for the article in the national currency. LS Volume in [Currency] (Gross List Price): Shows the potential lost sales volumes as total gross list price in the national currency. Quantity of sold parts: Shows the number of purchased articles. LS share of this Part (Dealer): Shows the percentage of lost sales for the entire shopping cart potential of your dealership organization. The higher this value is, the more important it is to examine the article in more detail and derive suitable measures. LS share of this Part (Total Market): Shows the percentage of lost sales for the entire shopping cart potential of the market. The purpose of this information is to enable you to compare this value with your lost sales market rate for the same article. If your value is below this rate, the sales rate for the article in your dealership organization is better than in Mercedes-Benz WebParts 116

117 most other dealership organizations. If your value is above this rate, you should examine the article in more detail and derive suitable measures Lost Sales on customer level Screenshot Lost Sales dealer report activated The worksheets "LS customer level 20xx" and "LS customer level 20xx-xx" display all articles on the customer level for which you had lost sales in the year displayed. The first of the two worksheets ("LS customer level 20xx") displays cumulative values from the year displayed, while the second worksheet ("LS customer level 20xx-xx") displays values from the previous month of the year displayed. Only the lost sales data of those customers who have agreed to the use of customer-specific lost sales data are displayed. In the case that customer organizations have objected to the use of their customer-specific lost sales data, you should contact these customers and try to convince them to agree. For example, the data collected can be used to plan sales campaigns which, in turn, provide your customer with additional value. Screenshot Lost Sales dealer report activated This tab includes some of the information previously described in chapter "Lost Sales on the Dealer Level". The following information is displayed in both worksheets in addition: Customer: Shows the name of the customer organization. Customer number (WebParts): Shows the customer number you assigned to the customer organization. Customer no. (DDID): Shows the customer number the system assigned to the customer organization. LS share of this part (customer): Shows the number of articles purchased by the customer organization. LS rate for this part (customer): Shows the percentage of lost sales for the entire shopping basket potential of the customer. 117 Mercedes-Benz WebParts

118 5.1.5 Availability levels Screenshot Lost Sales dealer report activated The worksheet "Availability levels" displays the availability levels used in the lost sales reports, including the standardized description of the DIMS and the individual note for your market Parts list per customer The "Parts list per customer" worksheet allows you to make customer-related evaluations at the product level. Information is provided about ordered item numbers, order quantities, month of order and prices. An analysis on the basis of individual parts helps you to recognize which product segments your customers are buying from you and which products the customer is probably purchasing elsewhere. A conceivable measure in this context would be to adapt the discount rates in individual discount groups Dealer reporting (promotions) and parts list per customer (promotions) Both "Dealer report" and "Parts list per customer" exist in slightly modified form as separate evaluations (Excel worksheets) that exclusively examine sales in sales promotions. These evaluations are located in the "Dealer report (promotions)" and "Parts list per customer (promotions)" tabs. Mercedes-Benz WebParts 118

119 6 Dealer and customer data transfer due to structure changes to the GSSN In view of various changes to the hierarchical dealer organization structure of dealer organizations in the past (former head office becomes branch), the GSSN transfer function was developed, which minimizes the manual effort involved in transferring dealer/customer data. With the help of this function, it is possible to transfer all dealer and customer data of the affected dealer from the old dealer organization structure to the new dealer organization structure. Prerequisites for the automated data transfer via the GSSN transfer function (1) The new dealer organization structure must already be present in AAT, i.e., the structure changes have already been carried out in GSSN and AAT. The affected ordering operation in the old dealer organization structure is inactive; the affected ordering operation in the new dealer organization structure is active. (2) The head office within the old dealer organization structure has the same GSSN ID as the branch within the new dealer organization structure. (3) No customer organizations were created via AAT in the new dealer organization. 6.1 Initiale Situation After dealer organization structure changes were carried out in GSSN and AAT, the affected ordering operation exists twice in WebParts: (1) As a branch within the new dealer organization structure (2) As a head office within the old dealer organization structure (dealerships become inactive) Although the dealerships of the old dealership organization structure get the status Inactive, it is still possible to continue with the ordering operation. Customer organizations can continue to place orders. Dealership operations can continue to process orders. 119 Mercedes-Benz WebParts

120 However, it is no longer possible to create new customer organizations via AAT in the old dealer organization structure. Customer organizations can only be created in the new dealer organization structure. Important: Do not create new customer organizations in the new dealer organization structure prior to carrying out the GSSN transfer function! If customer organizations are present in the new dealer organization structure, an automated data transfer is no longer possible! In this case, dealer and customer data must be transfered manually from the old dealer organization structure to the new dealer organization structure. After the dealer organization structure changes were carried out in GSSN and AAT (for example head office becomes branch), the structure changes become visible in WebParts as follows: During login, a dealer selection screen appears that shows the new dealer organization structure and the old dealer organization structure. When the new dealer organization structure is selected, the following message is displayed: With the help of this message, you can see on the one hand that a structure change has been carried out within this dealer organization and on the other hand you have the Mercedes-Benz WebParts 120

121 opportunity to either log in on the new dealer organization structure as well as on the old dealer organization structure. To complete the dealer organization structure change in WebParts as well, it is necessary to use the GSSN transfer function. During the process, all dealer and customer data of the ordering operation affected by the transfer is transferred from the old dealer organization structure to the new dealer organization structure. If the prerequisites listed in the introduction are not met, it is necessary to carry out the transfer manually. To do this, contact your WebParts market representative Logging into the new dealer organization structure If you select [ No ] within the previous message, you get to the new dealer organization structure. The future dealer organization structure is displayed here. The old head office that is already listed as a branch can be found within the dealer overview Logging into the old dealer organization structure If you select [ Yes ] within the previous message, you get to the old dealer organization structure. You can find the ordering operations the way they existed prior to the structure change within the dealer overview. These ordering operations are marked with "I" (inactive). 121 Mercedes-Benz WebParts

122 You can find all settings, orders, customer data, etc., within this old dealer organization structure. This data can be transferred with the help of the GSSN transfer function to the new dealer organization structure. 6.2 GSSN transfer function The following dealer and customer data of the affected ordering operation can be transferred via the GSSN transfer function from the old dealer organization structure to the new dealer organization structure: Dealership organization data Customer organization data Customer registrations Dealer-specific delivery costs Dealer-specific general terms and conditions Dealer-specific promotions (current promotions and promotion history) Dealer-specific list prices Dealer-specific price uplifts Dealer-specific discount groups Dealer-specific customer discount classes Dealer-specific discount rates Orders and order history Existing dealer report Mercedes-Benz WebParts 122

123 The GSSN transfer function was developed for the following scenarios: Existing head office becomes branch in a different dealer organization. Existing head office and branch become branches in a different dealer organization. Existing head office becomes branch in a different dealer organization. The existing branch is not transfered Carry out data transfer To carry out the data transfer, a dealer administrator must log into the old dealer organization structure. If a head office exists within the old dealer organization structure that is listed in a different dealer organization structure as a branch (based on the GSSN ID), the following note is shown: "The dealer organization is inactive and be transferred to new dealer organization xxx-xxxxx-xx". The [ Transfer organization ] button is displayed below this note. When you click on [ Transfer organization ], the system first checks whether customer data is already present in the new dealer organization structure. If not, the data transfer is noted in the WebParts database. During the next overnight operation or within the next replication period, all data listed above are transferred from the old dealer organization structure to the new dealer organization structure. If various data is already present in the new dealer organization structure (e.g., delivery costs, general terms and conditions, list prices, etc.), then it is replaced by the data of the old dealer organization structure. After the successful data transfer, the old dealer organization structure is no longer displayed on the login screen. When logging into the new dealer organization structure, all transferred data can be seen. Dealership organization data of the affected dealer is transferred to the new dealership. Customer organization data is transferred in full to the new dealership organization structure, including the ordering operation assignment to the new ordering operation. Customer logins are transferred in full to the new dealership organization structure. 123 Mercedes-Benz WebParts

124 Dealer-specific delivery costs are transferred in full to the new dealership organization structure. If delivery costs already exist in the dealership organization structure, they are replaced. Dealer-specific general terms and conditions are transferred in full to the new dealership organization structure. If general terms and conditions already exist in the dealership organization structure, they are replaced. Dealer-specific promotions are transferred in full to the new dealership organization structure. Current promotions remain active. Already expired promotions are listed under "Promotion history". If there is an ongoing promotion in the old dealership organization structure that is active and has the same promotion designation, it is replaced. The replaced promotion is listed under "Promotion history". Dealer-specific list prices are transferred in full to the new dealership organization structure. If list prices already exist in the dealership organization structure, they are replaced. Dealer-specific price uplifts are transferred in full to the new dealership organization structure. If price uplifts already exist in the dealership organization structure, they are replaced. Dealer-specific discount groups are transferred in full to the new dealership organization structure. If discount groups already exist in the dealership organization structure, they are replaced. Dealer-specific customer discount classes are transferred in full to the new dealership organization structure. If customer discount classes already exist in the dealership organization structure, they are replaced. Dealer-specific discount rates are transferred in full to the new dealership organization structure. If discount rates already exist in the dealership organization structure, they are replaced. Orders are transferred in full to the new dealership organization structure. The existing report is listed separately under "Reporting". Even though all customer organizations including the customer number, order assignment, etc. of the affected head office were taken over during the data transfer, these customer organizations are listed as inactive since the assignment to the new dealership organization structure via AAT is missing Cancel data transfer After clicking on [ Transfer organization ], it is possible to cancel the data transfer. This is possible until the next overnight operation or replication period. After the overnight operation or replication period, it is no longer possible to reverse the data transfer. When you click on the [ Reset transfer of organization ], you can cancel the data transfer. Mercedes-Benz WebParts 124

125 6.2.3 Complete data transfer After the successful transfer of the data, it is necessary in AAT to switch all customer organizations that were transferred to the new dealership organization structure from the old dealership organization structure to the new dealership organization structure. To do this, contact your WebParts market representative. After successfully switching the customer organizations from the old dealership organization structure to the new dealership organization structure, the customer organizations within the customer overview become active again. Your customers can place orders as usual. The orders are now received in your new ordering operation. 125 Mercedes-Benz WebParts