Collaborative CRM For Automotive Industry, V1 (1) .1

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.
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
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.
www.tcs.com

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Collaborative CRM For The Automotive Industry

Customer Relationship Management

TCS CRM Solution

Collaborative CRM Framework for the Automotive Industry

Inquiry to Order Campaign Management

Order to remittance Order Management Channel Partner Management

Customer Portal Management Call Center Management

Marketing Vehicle service Management

Key Account Management

Spare Parts Management

Warranty/ Claims Management

- Customer - Products across the enterprise

- Dealership processes - Demand data for manufacturer

towards both manufacturer-users and dealer-users

n Improves effectiveness of marketing efforts through:

- Targeted campaigns - Customer segmentation - Competitor activities tracking

About Tata Consultancy Services (TCS)

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