MERCEDES-BENZ LAUNCHES NETSTAR

Internet-Based Client Communications System

Provides New Technology Landscape at Retail Level

MONTVALE, NJ - Mercedes-Benz USA, Inc. (MBUSA) is taking its client service to a new level by launching an advanced, high-speed digital communication system called NetStar to support its 315 retailers across the United States. NetStar is designed to revolutionize client service and transform the automotive retail environment by integrating client and vehicle information into a sophisticated information network.

Developed by Mercedes-Benz, NetStar is an Internet browser-based system that gives retailers access to a centralized client/vehicle database, creating cutting-edge functionality in sales, service, parts, training and administration. NetStar is designed to provide the technological foundation which will enable MBUSA to enhance its industry-leading client care activities and assist retailers in developing state-of-the-art business processes as the automotive retail industry moves into the next millennium.

"Unlike our previous Retailer Communications System, in which retailers had to use separate systems to access information, NetStar will both streamline operations and improve retailers' access to information," said Ron Elder, vice president of finance & controlling at MBUSA. "As a result, as Mercedes-Benz moves into the forefront using Internet technology, NetStar will enable retailers to provide unparalleled client care and take the individual client relationship to a whole new level."

MBUSA will link its retailers to centralized databases using the NetStar high-speed digital communications network, providing retailers with: advanced electronic-diagnostic and relationship-management tools; information provided by clients and vehicle maintenance records; competitive sales data; a vehicle configurator; retail-to-factory communications; and e-mail capability. Future plans include new vehicle inventory management tools, interactive distance learning and remote diagnostics.

Working in tandem with MBUSA's new media and relationship marketing area, NetStar will enable any Mercedes-Benz retailer to summon a client's entire history with the company - from service records to leasing information to correspondence. By accessing the databank, information relating to client's needs and preferences can be retrieved immediately. Clients arriving at the retail center for a service appointment can expect to find all of their vehicle history data available to the technician, as well as new electronic diagnostic tools to assist in identifying any problems more accurately and efficiently, and enhanced parts availability.

"The real strength of the system is having access to a client/vehicle database whereby we can share information and ensure that a client's time is not wasted. Because of our use of Intemet-based technology, our ability to share vehicle histories and client profiles will greatly enhance our retailers' ability to provide the premier ownership experience," said Elder.

Mercedes-Benz tested NetStar through a pilot program involving 13 retail centers and two service centers. "The valuable feedback we've received during this testing phase has helped us to fine-tune the network design and user-friendliness of our product. NetStar is the most far-reaching, innovative, technologically advanced product of its kind. It is yet another example of MBUSA's commitment to being the leader in providing world-class client care and service," said Elder.

Implementation of the NetStar system is currently underway and is expected to be completed by the end of 2000.