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Optimizing the Car Buying Experience via Integrated Sales and Marketing

Optimizing the Car Buying Experience via Integrated Sales and Marketing. Vinay Joshi Infosys Michael Ger Oracle. Edward Choi Hyundai Capital America Satish Srinivasan Hyundai Capital America September 29, 2014. Presented with. The Customer Experience Imperative.

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Optimizing the Car Buying Experience via Integrated Sales and Marketing

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  1. Optimizing the Car Buying Experience via Integrated Sales and Marketing Vinay Joshi Infosys Michael Ger Oracle Edward Choi Hyundai Capital America Satish Srinivasan Hyundai Capital America September 29, 2014 Presented with

  2. The Customer Experience Imperative of consumers feel their expectations for a good experience are met 1% 86% of consumers will pay more for a better customer experience BUY Market & Sell OWN Support & Serve of consumers switched to a competitor after a poor experience 89%

  3. Customer Experience Enablement is a Journey…. CX MATURITY of execs say customer experience is critical to their business advantage 97% are just getting started with a customer experience initiative 39% TIME consider their customer experience initiative to be advanced 20% Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” . survey of 1300 senior execs in North America, Europe, Asia Pacific & Latin America

  4. Optimizing The Car Buying Experience via Integrated Sales & Marketing – An Auto Captive Perspective Vinay Joshi Infosys Edward Choi Hyundai Capital America Satish Srinivasan Hyundai Capital America

  5. Introduction At Hyundai Capital America, Edward is primarily responsible for managing HCA’s dealer portal, which serves all Hyundai and Kia dealers in the US. He occasionally delves into extension projects such as telematics, lead management, and CRM. In 20 years working in automotive and media industries, Edward has undertaken diverse roles from strategy to sales execution, focusing on how technology enhances human interactions. Edward Choi Hyundai Capital America edwardchoi@hcamerica.com Sathish is responsible for deploying strategic projects for remarketing business operations at HCA. Sathish has 18+ years of professional experience in IT development, support, business analysis and project management. His experience includes consultancy role for investigating business processes, systems, identifying lean operation/improvement opportunities and bridging the needs of business with the use of technology. Sathish Srinivasan Project Manager, HCA ssrinivasan@hcamerica.com Vinay leads Infosys team for west coast Automotive & Auto Captive clients. Vinay has 16+ years of professional experience consulting space. His experience include advisory role on strategic programs, solution architecture designing and business transformations for large scale initiatives across different industry vertical like  Auto Captive Finance, Automotive, Banking & Finance, Utility, Publishing, Pharmacy Retail etc. Vinay Joshi Principal Infosys Ltd. Vinay_Joshi@infosys.com

  6. Corporate Profile – Hyundai Capital America Basic Information National Headquarters: California, USA Founded: 1989 Coverage: 1,500 + Hyundai and Kia dealerships Employees: 1940 Customer Portfolio: 1.3 Million + About HCA (Hyundai Capital America) Hyundai Capital America is a captive auto finance company providing auto lending solutions and financial products tailored to meet the needs of customers, both individuals and businesses. We are committed to enhancing value and improving customer satisfaction through continuous innovation and superior execution.

  7. Our Vision & Infosys Partnership “We promote a customer-driven corporate culture by providing the best quality and impeccable service with all values centered on our customers” Core Value Customer Advisory Customer Intimacy Principles Customer Delight Quality Commitment

  8. From the ’80s to the 21st century First Hyundai Car In US: Hyundai Excel • Designer: GiorgettoGiugiaro(Designer Of The DeLorian) • 'Best Product #10' by Fortune Magazine • Record For First-Year Import By Selling 168,882 Cars

  9. From the ’80s to the 21st century Fast Forward To 2014 • Hyundai – Highest Consumer Loyalty, Quality and Appeal • KIA – One Of The Coolest & Fastest Growing Brands

  10. Understanding Consumer Journey & Loyalty Consumer Journey & Vehicle Ownership Key For Consumer Loyalty

  11. Reality Is Complicated – Need Laser Focus On Execution LOYALTY

  12. Complete CRM: Triangle Of Consumer Journey Management A 360 Degree Approach – Enabling Consumer Interface With Powerful Service Level & Customer Engagements Dealers HCA Servicing Portal: Dealer Access Consumers Sales / Portal Internal Systems HCA Marketing

  13. Auto Captive Consumer Journey Product Development Application Processing Initiation of Account Billing Payoff Process Contact Management Collections Payment Process

  14. Auto Captive Consumer Journey Product Development Application Processing Initiation of Account Billing Payoff Process Contact Management Collections Payment Process

  15. Problem Statement & Opportunities • # 1. Change in market landscape supporting new car sales adding pressure to the used car market through increased volume and lower price # 2. Leases maturing starting in 2014 continues to increase rapidly with efficiency challenges and requires lot of manual interventions • # 3. Legacy systems limiting the execution of both customer retention and residual loss mitigation strategies Account Closure Intent To Repurchase Three Dimensional Engagement Opportunities Consumers New Lease Life Cycle Automation End Of Term & Remarketing Booking Funding Lease Service Life Cycle

  16. Remarketing Functional Landscape OEM (Programs, Warranty & Build information) Customer Contacts (Campaigns, Letters, Websites, IVR & Dialer) Lease-End agent (Queues assignments & Workflow) Dealer Interfaces (Prospecting, Buyout, Grounding & Purchase) Remarketing Operations Pricing, Segmentation, Customer survey & Vehicle Marshalling Lease-End Options (Buyout, Extensions & Conversions) Accounting (Termination, Billing & Proceeds Reconciliation) End-of-term Collections Business Intelligence Inspection Vendors (Home, Office & Dealership) Asset Tracking (On-line & Physical Auctions) Title Management

  17. HCA’s CRM Journey Journey CRM End Of Term Remarketing Automation Next Steps

  18. Solution Overview: Vehicle Grounding Seamless & Consistent SR Navigation Comprehensive SR Information Capture Attachments Odometer & Return Receipt Automated Dealer Grounding Updates Automated for Post Grounding Inspections Comprehensive Grounding View Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO Middleware for real-time updates across applications & Users

  19. Solution Overview: Vehicle Inspection Automated & Flexible EOT Accounts List Automated % Allocation and Assignments Batch Inspection & Manual Assignments Two Way Integration On Appointments Automated Integration Results & Details Automated EWU Letter Trigger Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO Middleware for real-time updates. Best in class framework imposed on Inspection vendors .

  20. Solution Overview: Repossession Automated Collections Agency Assignment 11 Complex Eligibility Business Rules Streamlined Process - Automating 44 Attributes Repo Agency Fee Exception Approvals Dedicated & Structured Address/Contact Entry 8 Repossession Correspondences Real Time Repo Status Updates to DBK/LPK Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO Middleware for real-time updates across applications & users

  21. Solution Overview: Auction – Physical & Online Automated Auction Updates Remarketing Queues For Systematic Follow Ups Streamlined Process - Automating 51 Attributes Automated Consignment, Auction Hold, Floor Price Regional, Mileage, Trim Pricing Adjustments Automated Workflows For Floor Price approvals Integrations using TIBCO Middleware for real-time updates across applications & users

  22. Key Benefits

  23. Questions Share your feedback on this session via Twitter #InfosysAtOOW • Visit Infosys at booth # 1411, MosconeSouth

  24. Thank You

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