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 CustomerManufacturer. Hence there is a need for integrating disparate systems for better collaboration to achieve competitive advantage and synergy.

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.

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

Collaborative CRM Framework for the Automotive Industry

Centralized Database

Inquiry to Order Campaign Management

Order to remittance Order Management Channel Partner Management

Call Center

Sales

Manufacturer

Dealership

Customer Portal Management Call Center Management

Marketing Vehicle service Management

Customer Portal

Service

Key Account Management

Spare Parts Management

Partner Application

Customer
ERP

Warranty/ Claims Management

FAS

Business Benefits
n Provides a 360 view of:

Differentiators
n Centrally managed, dealer / role independent database

- Customer - Products across the enterprise

n Provides real-time visibility into:

management system
n Industry specific best practices spanning business and

technology
n One stop solution for Sales, Marketing and Service

- Dealership processes - Demand data for manufacturer

n Provides real time access to:

Management
n Customer participation in vehicle configuration n Low cost, functionally rich solution for dealers n Pre-defined, role based dashboards and reports targeted

Manufacturer's vehicle/ spares availability Detailed lead information Knowledge base with the dealers

towards both manufacturer-users and dealer-users

n Improves effectiveness of marketing efforts through:

- Targeted campaigns - Customer segmentation - Competitor activities tracking

n Ensures higher customer satisfaction through:

Uniform service levels across dealers and locations Active participation in customizing product offerings Faster escalation of complaints

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 ITenabled services delivered through its unique Global Network Delivery ModelTM, recognized as the benchmark of excellence in software development.
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A part of the Tata Group, Indias 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.

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