TCS’ client is a leading commercial vehicle manufacturer in India. The company manufactures trucks and buses as well as emergency and military vehicles. It also makes spare parts and engines for industrial and marine applications.
Our client needed to onboard its multiple dealers in accordance with its go-to-market plan, and ensure that they had the necessary infrastructure, connectivity and access to a dependable Dealer Management System (DMS). The dealers had to be on the same operating environment - a centralized IT system with real-time integration of the Dealer Business Management (DBM) and CRM systems with the Original Equipment Manufacturer’s (OEM’s) ERP system.
The company needed a partner having rich domain knowledge, expertise in implementing an integrated solution and the capability to deliver a successful solution quickly, and thus we were chosen to bring this critical program to a seamless closure.
We recommended the implementation of a centrally hosted CRM and DBM solution to integrate the entire dealer network and interface it with the OEM ERP. This solution cut across various business functions such as sales and marketing, vehicle management, service parts management, customer service, DBM and enterprise management and support.
We used the TCS-AURA solution accelerator (an SAP certified 'Pre-Configured: Build' solution for DBM) as well as proprietary tools, frameworks and proven implementations methodologies.
Business analytics reports and dashboards were also rolled out in successive phases to provide decision-making support to the business.
We have also enabled an SMS-based customer alert service for sales and service processes.
We commissioned material master, purchase order, sellout data and warranty interfaces, thus improving the business turnaround time by enabling communication between the company's ERP systems and DBM systems.
The company's dealer network harnessed the integrated system to provide a uniform and consistent customer experience for marketing, sales and service enquiries across dealerships. Additionally, the unified reporting of dealer-wise performance measures enabled dealers to continuously monitor performance and take optimal improvement decisions, thus resulting in faster business turnaround time. Other benefits included:
- Greater control in data synchronization and sharing as well as a reduction in manual transactions
- Reduced number of incidents through various process improvement initiatives
- Enhanced lead management functionality supported with a logical questionnaire to aid lead qualification
- Effective monitoring and closure of claims and warranties
- Enhanced enquiry conversion and customer satisfaction
- Effective reporting and high level decision making
Through our flawless and speedy execution, we have achieved a customer satisfaction index of 98.46%. Impressed with our performance, the company has engaged us for further value additions to the DBM + CRM rollout.
“Though it was a complex project, the plan was well laid out and executed in a highly professional manner. We value and consider our partnership with TCS one of the most critical success factors in our engagement.”
--Special Director, IT, Customer