Mercedes-Benz USA Stays Ahead With Audio-Integrated Virtual Training
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Mercedes-Benz USA Stays Ahead
With Audio-Integrated Virtual Training
1
CUSTOMER SUCCESS
MERCEDES-BENZ USA STAYS AHEAD WITH
AUDIO-INTEGRATED VIRTUAL TRAINING
For 50 years, Mercedes-Benz USA (MBUSA) has FASTER INFORMATION SHARING
successfully sustained a leading position as a luxury
brand in the automotive industry.
MATTERS MORE THAN EVER
In 2014, the Mercedes-Benz brand was named one
The U.S. company distributes and markets Mercedes- of the best global, most valuable brands, valued at
Benz, smart and Sprinter products across the country, more than $34 billion at the time. To manage their
requiring prompt and efficient overseas collaboration reputation in a digital world, the automotive giant
and nationwide communication with hundreds of balances an evolving marketing and sales strategy
local dealerships. with consistent branding to fulfill their promise to
deliver “the best or nothing.”
For MBUSA, fast information sharing is crucial in
keeping up with the digitization of car buying. To Before a consumer even steps into a dealership, they
build their information highway, the company uses visit a website, chat online with a representative
audio-integrated webinars and operator assisted or post a question to a social media page. With
audio conferencing to keep employees abreast extended contact before, during and after the car
with the most up-to-date details on the company’s buying experience, employees must know the latest
products, services and campaigns. information to better serve the informed consumer
and ensure every point of contact is consistent.
2CUSTOMER SUCCESS
How can instant, widespread information sharing
happen among a geographically dispersed workforce
One Provider for All
of over 1,600 employees nationwide and the Collaboration Needs
associated dealerships that employ more than 22,000
Although Boonphadung uses GlobalMeet Audio for
additional employees?
webinars, he also periodically uses it as a traditional
conference line.
EFFECTIVE COMMUNICATION In addition, the company hosted large, operator
THROUGH VIRTUAL TRAINING assisted conference calls to present marketing
With a 25-year tenure at MBUSA, Learning Architect initiatives to over 500 dealership managers and
Surya Boonphadung’s current role is running the owners. Operator assisted conference calls incorporate
company’s intranet and implementing virtual a moderator that furthers productivity by making
training to employees from MBUSA headquarters in introductions, facilitating Q&A discussions and
Montvale, N.J. Boonphadung utilizes virtual webinars handling all technical tasks.
to effectively communicate with the 362 dealerships
PGi’s extensive portfolio of collaboration solutions
across the U.S. and corporate participants from
offers the flexibility and scalability to evolve and
both the U.S. and Mercedes-Benz headquarters in
innovate with information sharing.
Germany. The company’s web events serve a range of
audiences and functions, from training participants
on monthly engineering services calls to hosting PGi’S INTEGRATED
shop foremen and service managers across the
AUDIO SOLUTION
country in a single webinar.
To quickly communicate the company’s inventive
new campaigns, Boonphadung uses reservationless
To meet his large-scale event needs, Boonphadung
GlobalMeet® Audio, fully integrated with web for
hosts periodic operator assisted events to announce
virtual trainings. GlobalMeet Audio integration
new marketing initiatives to the dealership owners
makes audio conferencing seamless for both the host
and sales managers across the country. With 1,000
and guests. Tasks like calling a number to connect or
invitees and over 500 participants attending live,
finding and muting a noisy line are eliminated with
Boonphadung offers guests a warm welcome from
automatic dial-in for guests and active talker features.
an experienced operator and receives pre- and post-
event reporting on attendee participation.
With PGi’s best-in-class audio, joining webinars is
quick and effortless, no matter how attendees go
“The main goal for everything that we do is about it. A “connect me” option lets guests join from
information sharing. If there’s a new car, if any device in one click. The system calls attendees
there’s a new policy, if there’s a new feature, and connects them right into the conference.
we like to get it out there in a timely
manner, and this helps us do that.”
— Surya Boonphadung, Learning Architect
3CUSTOMER SUCCESS
More Benefits of Advanced
“The whole process is smooth, and it’s a Telephony for Web Events
seamless experience for the user. We know
what we’re using, but for the attendees, it’s • Increased Productivity: However guests join
just another live conference they are dialed the event, the host fully controls audio. Hosts
into, and it works flawlessly. It’s pretty can manage everything on an easy-to-use,
intuitive.” visual interface, including dialing out to web
— Surya Boonphadung or audio participants, identifying active talkers
and creating breakout rooms. Unlike many
other providers, PGi even supports the ability
to control volume on both an individual and
SEAMLESS AUDIO INTEGRATION group level, as well as mute or unmute the
entire conference.
The GlobalMeet Audio integration with the existing
web conferencing interface allows the host to use • Better Attendance: Audio integration rewards
native controls to manage all aspects of the audio users with more options to join a live web
conference without any additional training. The host event. Attendees can choose whatever is most
can easily mute, unmute and dismiss attendees. convenient and comfortable, which means
From the attendee perspective, they simply click less technical difficulties, less confusion and
to join the web link, enter in their phone number increased access to the audience for the host.
and they are automatically connected. If hosts or
• Enhanced Engagement: Advanced telephony
guests experience glitches or holdups, 24/7 operator
enables users to select the technology most
assistance and live, in-conference support is available.
accessible for them to join, respond to all other
Boonphadung said, “Each time I’ve called the help
participants via VoIP or telephone and access
line, service has been prompt and issues have been
a recording that includes responses from all
resolved quickly.”
participants. This means users can listen and
respond to anyone, from virtually any device,
GlobalMeet Audio integration produces a single, increasing their capacity and flexibility to
streaming archive with synchronized web and voice interact and stay engaged.
recordings. Since the majority of Boonphadung’s
audiences watch the recording after the live event, • More Reliability: Regardless of the number
that simplicity yields a high value for his on-demand in attendance or the bandwidth, everyone
viewers’ needs. experiences high-quality conferencing with
PGi’s fully redundant, enterprise-grade, hybrid
IP audio network.
4CUSTOMER SUCCESS
MORE USER-FRIENDLY,
PRODUCTIVE WEB EVENTS MBUSA Success
PGi’s innovative hybrid audio conferencing
integration provides MBUSA with:
Challenge
To communicate effectively with employees and
• Polished, Professional Conferencing: The maintain consistent branding, Mercedes-Benz
complexity of connecting telephone and VoIP users USA needed a solution for faster information
all over the country from multiple types of devices sharing with a geographically dispersed
never shows during webinars. Boonphadung said, employee base.
“The system works great so we can’t complain
about that.” Solution
• Enterprise Security: Audio-integrated webinars GlobalMeet® Audio integration with web offers
allow Boonphadung to control access to sensitive visual, large-capacity presentation capabilities
information with extra layers of protection. PGi’s with professional, secure, user-friendly audio
secure, industry-leading audio conferencing
conferencing options.
capabilities include SSL encryption as well as
a conference lock option to control access and Results
participation. He also analyzes post-event reports.
“I always check the reporting to track how many PGi’s audio integration provides a seamless, simple
people accessed the event live and on-demand.” meeting experience; saves the company money;
increases productivity and helps users easily access
• Cost Savings: “It saves us a whole lot of money,”
and engage in webinars from anywhere, on any
Boonphadung said. Travel expenses would simply
be too extravagant to connect corporate with the device.
hundreds of geographically dispersed employees
they need to frequently communicate with.
• Scalability: Working with PGi gives MBUSA easy
access to other audio conferencing options, like
operator assisted conferencing, to support larger
audiences over 300 attendees.
ABOUT PGi
PGi is the world’s largest pure-play provider of collaboration
• Mobility: Along with the ability to join webinars
software and services. PGi’s unified collaboration platform
any way they want, audio integration lets users join
empowers business users and teams to connect, share
anywhere, from any device.
ideas and manage projects with the simplicity and
”We see people at the company using it everywhere-access of the latest cloud technologies. PGi has
more and more because of an increase in a global presence in 25 countries, and its award-winning
traveling. In fact, we’ve hosted a session solutions provide a collaborative advantage to nearly
where the actual presenter was at a 50,000 enterprise customers, including 75% of the Fortune
rest area, got on their Wi-Fi and did the 100™. In the last five years, PGi has helped over a billion
presentation there.” people worldwide connect, collaborate and get work
– Surya Boonphadung done—in teams, large groups and one-on-one. For more
information, visit PGi at pgi.com.
5PGi.com
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