2010-11-02_EN_Umsteigerinfo MPC Offline Nach TSS Online

MPC and General Distributor information for EPC and WIS/ASRA using online access through the TSS RetailFactory

Global Service & Parts

GSP/OIP | EPC, WIS/ASRA Product Management

ITF/SW | Workshop Information Systems

11/2010


Daimler AG | GSP/OIP & ITF/SW | [email protected] | 11/2010

The RetailFactory 1/2

https://retailfactory.mercedes-benz.com

•

The RetailFactory for worldwide online operation of EPC, WIS/ASRA is run by Daimler TSS GmbH on behalf of Daimler AG

•

You will find comprehensive information concerning EPC, WIS/ASRA

on the Info area tab of the portal page.

•

You can launch EPC, WIS/ASRA as usual from the Login tab of the portal page after entering your personal access data.

https://retailfactory.mercedes-benz.com/



The RetailFactory 2/2

https://retailfactory.mercedes-benz.com

Target groups

National organization (MPC/general distributor)

The national organization consults the relevant market manager in EPC, WIS/ASRA product management in the event of questions regarding the operational scenarios. The measures necessary for online operation are then defined together.

Authorized Mercedes-Benz and smart sales and service partners (worldwide)

Please consult your national organization (MPC/general distributor). Comment: Retail users converting will be coordinated through national first level support (as a rule, the MPC).

National organization (MPC/general distributor)

The national organization consults the relevant market manager in EPC, WIS/ASRA product management in the event of questions regarding the operational scenarios. The measures necessary for online operation are then defined together.

Authorized Mercedes-Benz and smart sales and service partners (worldwide)

Please consult your national organization (MPC/general distributor). Comment: Retail users converting will be coordinated through national first level support (as a rule, the MPC).

All independent workshops within the European Union that are involved in the professional maintenance and repair of Mercedes-Benz and smart vehicles according to Block Exemption Regulation GVO 1400/2002 are authorized to use EPC and WIS/ASRA via the Service & Parts net Portal

atwww.service-and-parts.net

https://retailfactory.mercedes-benz.com/

http://www.service-and-parts.net/



Advantages of centralized online operation 1/2

Prompt updates, generally before

the DVD update is shipped:

Additional updates between DVD updates:

Users who have EPC and WIS/ASRA access rights to the RetailFactory (online operation) can call the EPC and WIS/ASRA applications directly through the Mercedes-Benz After-Sales portal (as long as the users have been created in the AAT). It is then no longer necessary to log in to the application again.

Single Sign On

•

Regular data updates•

Software updates•

Spooler data for damage codes and ASRA•

Rapid corrections in the event of an error

•

EPC delta data updates•

Daily update WIS documents



Advantages of centralized online operation 2/2

Relieving the burden on the dealers and reducing operating costs

The following functionality remains available without restriction:!

User and password management in the RetailFactory portal (in preparation)

•

The national organization can manage users independently using its User Management Tool (create, edit, delete, show) in the market area of the RetailFactory

•

The password can be reset and changed by any user and 1st Level Support

Reduced distribution and support expenses for data updates

•

Savings in local administration and local hardware•

Operation of the RetailFactory at no cost; there are no additional costs for your access authorization (the operating costs for the central server are currently being borne by Daimler AG)

•

Central administration including backup, recovery and failover plans

•

Bookmarks in WIS and ASRA are available to all users within the dealership•

Shopping lists in the EPC are available to all users within the dealership•

Market-specific parts prices can be integrated into the EPC by the RetailFactory•

Xentry TIPS link to EPC, WIS/ASRA (direct call of EPC, WIS/ASRA from Xentry TIPS)



Operational management

Operational management of the RetailFactory

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Professional operational management in combination with Service Level Agreements. These secure the availability and stability of EPC, WIS/ASRA.

•

Established incident and escalation process

•

Defined backup and recovery plan

•

Redundant servers

•

Risk reduction thanks to staged rollout of software versions

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Access to user management tool for online management by the markets

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Password management by available user self-service and 1st Level Support



Costs

Costs

•

The costs of central server operation are currently being borne by Daimler AG

•

The savings potential of centralized online operation of EPC, WIS/ASRA over a local offline solution is something clearly in excess of 50% depending on the provider.

•

The costs for access authorizations for the WIS and ASRA applications are independent of the operator model and remain unchanged (EPC is free of charge)

•

Price lists concerning WIS and ASRA and the various access packages are stored in the Mercedes-

Benz After-Sales portal



Preconditions for access

Preconditions for access

•

A change between the two operator models is possible at any time, there are no periods of notice to be observed. Please note the contracts relating to the operating scenarios specific to your market

•

You will need to order a user account from Daimler TSS GmbH for this. The offline access authorization must be canceled so that the access authorization is not billed twice.

•

The client hardware must be provided by the dealer. The hardware

and software requirements apply.

•

The infrastructure and network connection must be provided by the dealer.

! Note:

A changeover from offline to online changes nothing in the billing of access authorizations as long as the number of users remains the same in total.



Transfer of Market Performance Centers and general distributors to RetailFactory (1/2)

Action/by:

Action/by:

Received access authorizations? (approximately two days after order)

Send order form by fax to +49 711-3052 181 803 and to

[email protected] and sign order form

Step 4: Ordering the access authorization Action/by:

Action/by:

Step 3:

Order form

Ask for request order form ([email protected])

Check ability to log on to RetailFactory (https://retailfactory.mercedes-benz.com)Bandwidth of network connection

Hardware and software requirements (client and server)Step 1:

Check requirements (infrastructure and networking)

Analysis of the dealerships and number of users (named and concurrent users)

Analysis of the existing contracts relating to the current operating scenario

Decision to change over from offline operation to online access to RetailFactoryStep 2:

Decision and definition of actions with EPC, WIS/ASRA product manager

Elaboration of actions in consultation

with the EPC, WIS/ASRA product manager

Feedback from 1st Level Support on the connection to the market contact for the RetailFactory

mailto:[email protected]



Transfer of Market Performance Centers and general distributors to RetailFactory (2/2)

Confirmation of cancelation received?

Email to [email protected]

(with dealer number + StartKey, LAN-ID, adjustment of your DVD distribution)

Step 6:

Cancel the existing local access authorizations

Market organization has been successfully changed over from offline to onlineStep 7:

Changeover completed Action/by:

Action/by:

Distribute the access data around the dealership Check that all online access authorizations are workingStep 5:

Initial startup Action/by:




Mixed installation in the dealership (central [online]/local [offline])

Mixed installations in the same dealership are possible in principle

Stand-alone PC access authorizations (offline) make sense in particular for mobile operations lacking a network connection (e.g. 24h Service)

The disadvantages of this are

•

that the central installation's shopping list is not available on the local installations •

there could be differences in the data status•

these PCs have to still be updated manually from a DVD

! Invoicing

The access authorizations will be billed in the same way whether

they are central or local. The total number of access authorizations is the only decisive factor here.

-



Retail support in foreign markets

1st Level Support!The end user will find information regarding First Level Support on the Contact tab of the RetailFactory portal.

Documentation errors and questions of content within EPC, WIS/ASRA!There is a Feedback function available to users within the applications for this purpose.



MPC/GD support

Commercial questions!

Documentation errors and questions of content within EPC, WIS/ASRA!

Please direct any commercial questions to the Customer Support Center on: •

Phone: +49 1805/010 7979•

Fax: +49 1805/010 7978•

[email protected]

There is a Feedback function available to users within the applications for this purpose.

Please direct any queries relating to the product and the process to market support (GSP/OIS)

Kerstin Kambeitz

Tel: +49 711/17 49994

[email protected]

Queries relating to the product and the process!

Nina Markgraf

Tel: +49 711/17 40666

[email protected]

Tanja Markmann

Tel: +49 711/17 41018 [email protected]

Questions regarding the changeover or the operational scenarios!The EPC, WIS/ASRA Team at GSP/OIP, according to national responsibilitiesPool ID [email protected]




Support: EPC, WIS/ASRA contact persons

Reinhold Fleige, GSP/OIPManager Product Management EPC/WIS/ASRAPhone: +49-(0)711-17-40505Email: [email protected]

Guntram Büchler, GSP/OIPPhone: +49-(0)711-17-40668Email: [email protected]

Jörg Rupp, GSP/OIPPhone: +49-(0)711-17-40506Email: [email protected]

Market contact for:

USAMB Middle East 1CanadaCACFreightliner

Market contact for:

Italy

AustriaMexico

MB LatinaSlovakia

SwitzerlandCzech Republik

EgyptDCAA (Daimler Central Eastern Europe, Africa and Asia)

Market contact for:

GermanyTurkeyGreeceRussiaPolandUnimog (worldwide)

Stefanie Glaser, GSP/OIPPhone: +49-(0)711-17-83280Email: [email protected]

Market contact for:

IndiaBelgiumLuxembourgNetherlandsNorwayHungary

Christine Huwig, GSP/OIPPhone: +49-(0)711-17-83271Email: [email protected]

Contact person for:

ASRA and Data Spooler for all markets



Support: EPC, WIS/ASRA contact persons

Wilhelm Kaiser, ITF/SWManager Workshop Information SystemsPhone: +49-(0)711-17-40054Email: [email protected]

Markus Scharr, ITF/SWPhone: +49-(0)711-17-40509Email: [email protected]

Thomas Lehmann, ITF/SWPhone: +49-(0)711-17-40507Email: [email protected]

Steffen Diehl, ITF/SWPhone: +49-(0)711-17-40510Email: [email protected]

Market contact for:

France

Market contact for:

ArgentiniaBrasilDetroit DieselMTUEvoBusMTCInternal Daimler Customer

Market contact for:

Australia MB SEAJapan

MB NEA Ireland

South Africa Great BritainRC South Africa

Market contact for:

SpainPortugal

Maria Rodrigues, ITF/SWPhone: +49-(0)711-17-40259Email: [email protected]

Market contact for:

DenmarkFinlandSwedenMB Middle East 2 (Gaza, Israel, Comoros, Lybia, Malta, West-Banks)

2010-11-02_EN_Umsteigerinfo MPC Offline Nach TSS Online

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