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Collaborative CRM For The Automotive Industry Customer Relationship Management In the automotive sector, there is
Collaborative CRM For The Automotive Industry Customer Relationship Management In the automotive sector, there is

Collaborative CRM For The Automotive Industry

Customer Relationship Management

In the automotive sector, there is a critical requirement for better exchange of information between three key groups:

Manufacturer-Dealers, Dealer-Customer and Customer- Manufacturer. Hence there is a need for integrating disparate systems for better collaboration to achieve competitive advantage and synergy.

TCS CRM Solution

TCS’ solution has its footprint across the entire CRM ecosystem for the automotive industry. It is a web-based application that is hosted by the manufacturer and emphasizes on the collaboration between the Manufacturer, Dealer and Customer.

The solution uses a web-based application, a contact center, and a customer web portal to ensure seamless two-way communication, knowledge sharing and visibility across the enterprise. The solution covers all dealership functional areas and manufacturer processes, mainly marketing, sales, and service management.

The solution addresses areas such as warranty settlement, customer database management, marketing campaign’s effectiveness, building life time customer loyalty, understanding customer preferences, demand forecasting, and integration with manufacturer ERP system.

Collaborative CRM Framework for the Automotive Industry

Manufacturer Dealership Customer
Manufacturer
Dealership
Customer

Centralized

Database

Order to Inquiry to remittance Order Order Management Campaign Management Channel Sales Partner Customer
Order to
Inquiry to
remittance
Order
Order
Management
Campaign
Management
Channel
Sales
Partner
Customer
Management
Portal
Management
Marketing
Vehicle
Call Center
service
Service
Management
Management
Key Account
Spare Parts
Management
Management
Warranty/ Claims
Management
ERP

FAS

Call

Center Customer Portal
Center
Customer
Portal

Partner

Application

Business Benefits

Provides a 360° view of:

- Customer

- Products across the enterprise

Provides real-time visibility into:

- Dealership processes

- Demand data for manufacturer

Provides real time access to:

- Manufacturer's vehicle/ spares availability

- Detailed lead information

- Knowledge base with the dealers

Improves effectiveness of marketing efforts through:

- Targeted campaigns

- Customer segmentation

- Competitor activities tracking

Ensures higher customer satisfaction through:

- Uniform service levels across dealers and locations

- Active participation in customizing product offerings

- Faster escalation of complaints

product offerings - Faster escalation of complaints All content / information present here is the exclusive
product offerings - Faster escalation of complaints All content / information present here is the exclusive

All content / information present here is the exclusive property of Tata Consultancy Services Limited (TCS). The content / information contained here is correct at the time of publishing. No material from here may be copied, modified, reproduced, republished, uploaded, transmitted, posted or distributed in any form without prior written permission from TCS. Unauthorized use of the content / information appearing here may violate copyright, trademark and other applicable laws, and could result in criminal or civil penalties.

Copyright © 2007 Tata Consultancy Services Limited

Differentiators

Centrally managed, dealer / role independent database management system

Industry specific best practices spanning business and technology

One stop solution for Sales, Marketing and Service Management

Customer participation in vehicle configuration

Low cost, functionally rich solution for dealers

Pre-defined, role based dashboards and reports targeted towards both manufacturer-users and dealer-users

About Tata Consultancy Services (TCS)

Tata Consultancy Services is an IT services, business solutions and outsourcing organization that delivers real results to global businesses, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT and IT- enabled services delivered through its unique Global Network

Delivery Model

software development.

A part of the Tata Group, India’s largest industrial conglomerate, TCS has over 89,000 of the world's best trained IT consultants in 47 countries. The company generated consolidated revenues of US $4.3 billion for fiscal year ended 31 March 2007 and is listed on the National Stock Exchange and Bombay Stock Exchange in India. For more information, visit us at www.tcs.com.

TM

, recognized as the benchmark of excellence in

in India. For more information, visit us at www.tcs.com. TM , recognized as the benchmark of

www.tcs.com