Has Mercedes-Benz set the bar for automotive maintenance?

Customer experience and brand loyalty dominate automaker strategies as they ultimately translate into sales. Touch points with owners were traditionally few and far between, so it's important to optimise each one. The past few years have seen growing interest among luxury brands in taking technological innovations into the service and repair sector.

New cars today are unarguably complex. The latest Mercedes-Benz S-Class is powered by more than 100 million lines of software code. In comparison, the Boeing Dreamliner has just 7.5 million lines of code. While all this software enhances the customer experience, it simultaneously increases the complexity of maintenance.