A pioneer in electric vehicles, the client is a leading Japanese multinational automobile manufacturer serving global customers for 90+ years.
The Challenge
The client’s productivity was significantly impacted due to a lack of visibility into operations and dealer performance. They needed a centralized Customer Relationship Management (CRM) system that they could manage independently to improve operations management, streamline marketing efforts, and enhance productivity.
The client wanted the platform to enable multi-dimensional data categorization region, area, and model and generate reports and dashboards configured for dealers and end customer needs. They also needed configurable Computer Telephony Integration (CTI) and CRM processes along with a centralized customer database for running targeted campaigns or marketing activities that resonate with their target audience.
The Solution
Persistent implemented a centralized Salesforce system for lead management, allowing the client team to efficiently maintain and manage data on all dealers across India. The system captures data around lead information, qualification, conversion and progression inquiry until a lead reaches ‘closed won’ status. The client can schedule test drives, capture payment information, create quotes and send brochures to prospective customers through the system. The system also includes a Partner community that dealers can use to capture data of their end customers.
Persistent also configured reports and dashboards for client users based on organization hierarchy such as Managing Director (MD), Regional Sales Manager (RSM), Area Sales Manager (ASM). The system generates reports based on data captured till the level of Dealer Sales Executive, helping the client make informed decisions regarding sales and marketing strategies, internal operations, and customer service. Persistent also created dashboards for all users to monitor operations, optimize processes, and improve overall business performance based on Target vs. Achievement.
The Outcome
The new system has helped the client successfully all internal processes, resulting in simplified customer journeys and improved interactions for Dealers, RSMs, and ASMs alike. The real-time dashboards offer dealers complete transparency, giving them a 360-degree view of their dealership with role-based data access controls.
