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CX In Automotive

CX In Automotive. Sule Klein. Satish Chowdary. Project Manager. Solution Architect. Agenda. Customer Experience Overview. Case In Point - Mazda. Demo. 1. 2. 3. Customer Experience Overview. Automotive Then And Now. CUSTOMER EXPERIENCE. 2014. 1910.

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CX In Automotive

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  1. CX In Automotive Sule Klein Satish Chowdary Project Manager Solution Architect

  2. Agenda Customer Experience Overview Case In Point - Mazda Demo 1 2 3

  3. Customer Experience Overview

  4. Automotive Then And Now CUSTOMER EXPERIENCE 2014 1910

  5. Challenges & Imperatives For Superior CX IMPERATIVES

  6. Robust Customer Centric Platform What Does It Take To Get To Superior CX? • Real-Time Cross Channel Experience • Service & Warranty Chain Transformation • Analytical Leadership

  7. Case In Point - Mazda

  8. Key Business Drivers • Comprehensive solution to address customer service functions using multiple channels • Quick access to customer data and history, improve in quicker resolution • Provide the right information to the right agent • Complete tracking of the case from agent to dealer • Ability to manage agent workload • Easy adaption to growing business needs • User access to the system independent of any browser

  9. Eye on Target Deliver Superior and Consistent Customer Experience Across Channels • Coordinate and personalize customer interactions across multiple channels • 360 View of Customers • Reinforce brand during ownership lifecycle • Resolve inquiries quickly • Empower customers, agents, and dealers with timely & accurate knowledge

  10. Customer Experience Center - Overview USA Users Canada Users @ Mazda’s Existing Systems Call Center Siebel Automotive 8.1.1.10 Mazda USA and CA Website Dealer Portal RightNow Chat Email Integration Account Management TAM CTI Integration Contact Management MS Exchange Chat Integration Service Request Management CISCO CTI System Knowledge Integration Activity Management Oracle Knowledge Vehicle Management EAI/EIM Warranty System BI Publisher Workflow / Assignment Group 1 Siebel Database

  11. Project Approach 1 Conference Room Pilots 2 Use Out of the Box processes and features & Minimal Customization • Regulatory Requirements • Additional Requirements • Game Changers 10% • Siebel OOB Product Functionalities & Configuration 90% Process and Functionality Mapping Workshops 3 Scenarios Native Path Review • Scenario Deep Dive Application Demo Confirm / Assess Siebel Fit

  12. Call Center Transition - Then and Now • One Application for customer facing and dealer facing call centers as well as CRM marketing • Integrated Chat channel • Integrate agent phone • Browser independent • Dealer is using the same application • Ease of search to access customer information • Legacy Call Center Application • Phone and Email Channel • No phone integration • Browser limitations • Limited visibility to dealer for collaboration • No ability to perform partial searches

  13. Demo

  14. Karry logs into her facebook account and finds a post related to a new car launch. She likes the page and clicks on the link. Karry lands on a page and fills her details in a form. Karry then starts receiving targeted campaign posts and becomes a lead Karry when not satisfied with the answer enters a query and raises a service request. Karry then visits the customer service portal to ask a question. She first looks for an answer in FAQs Karry performs the formalities and buys the car. Karry books the car online .

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