Comparison Between CRM of Automobile Industry

8/6/2019 Comparison Between CRM of Automobile Industry

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1. Comparison between CRM of Automobile Industry.2. Maruti &CRMo Maruti created a land-mark in CRM by launching a website for the customers in the year 1998o Maruti is investing a lot of money and effort in building customer loyalty programmes.

3. Maruti Auto Cardo Auto Card brings the customer all the advantages of an international credit card in addition to bringing the customer an

opportunity of earning valuable Auto points for his next Maruti car.

o A product my Maruti Suzuki In collaboration with Citibank AND Indian Oil Corporation, launched on Apr 19 2006 in 36cities acrss India for new as well as existing Customers of Maruti Car.

o It is called Loyalty-cum Reward Program in order to:o Retain old and make new customerso Provide special privileges and benefitso Sell Mruti accessories, finance, insuranceo Crate edge over competitorso Provides Rewards ato Maruti Suzuki dealers and at workshopso Purchase of lubricant and fuel at IOCo Shopping/entertainment through Autocardo Value of 1 Auto Point earned: re.1.00/-

4. Maruti True Value Outleto Maruti has aided customers by providing them the facility to bring their vehicle to a 'Maruti True Value' outlet and

exchange it for a new car, by paying the difference. They are offered loyalty discounts in return. This helps them retain the

customer.

5. Maruti Call Centero The company was the first car company in India to launch a call center in year 2000.o Maruti has proper customer complain handling cell under the CRM dept. The CIC will help MUL rapidly build an

information pool of over 3 million Maruti owners as well as that of its prospective customers

6. Express Service Bays & 2- Technicians Bayso As the name suggests the company set out to delight its customers by offering them faster car service by introducing new

concepts such as Express Service Bays & 2-Technicians Bays

o These are done for customers who are hard pressed for time.


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o Both the initiatives undertaken in this direction have helped improve customer interface and also helped increase theproductivity and capacity of existing workshops.

7. Mega Campso The company aggressively conducts Mega Camps throughout the company round the year.o Activities undertaken during a mega camp include complimentary car wash, AC and Pollution check, oil and fuel top ups,

Wheel alignments etc.

o PUC and general camps, locality camps, pre monsoon camps etc are also regularly conducted as part of customer connectinitiatives.

8. Maruti On Road Serviceso The MOS ensures:o Round-the-clock services in most of the citieso A computerized call-monitoring system dispatches a mobile MOS van to the customer at the earliesto All MOS vans are managed by qualified Maruti Authorized Dealers / MASS technicians who are trained by Maruti in

problem diagnosis

o The customer are charged only Rs.100 on labor and spares9. N2No Marutis N2N Fleet Management Solutions for companies, takes care of the A-Z of automobile problems. Services include

end-to-end backups/solutions across the vehicles life: Leasing, Maintenance, Convenience services and Remarketing.

10. Market Research Departmento

Their Market Research department remains on its toes to study the changing consumer behaviour and market needs.Maruti enjoys 70%repeat buyers which further bolsters their claim of being customer friendly

11. Car Safety Device: Immobilizero The company used technology to meet customer needs and even delight them. Following the feedback that the companys

cars were more prone to theft owing to their resale value, the company worked on an anti-theft immobilizer or I-Cats

system for all its new cars.

12. Complete Car Needso The companys effort of providing all Car related needs from learning to drive a Maruti Driving School to Car Insurance,

Extended Warranty and eventually exchanging the existing car for a new one---under one roof at dealerships also enhances

customer satisfaction.

13. Availability of easy financeo Maruti has also made the customer experience hassle free and helped building customer satisfaction by developing

different revenue streams in the form of Maruti Insurance and Maruti Finance.

14. Car Pick up and Delivery facility for Women Owners


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o After a survey it was found out that vehicle pick up and delivery before and after service has a strong impact on customersatisfaction .

o In particular, customers who say that their vehicle was picked up from doorstep before service and delivered to same pointafter service are more delighted with their after sales service experience, compared to others who do not receive it.

15. Service at Doorstep through Maruti Mobile Supporto Another unique initiative is door step service facility through Maruti Mobile Support.o Maruti Mobile support is first of its kind initiative and is expected not only to help the company reach out customers in

metro cities but also as a mean to reach semi urban / rural areas where setting up a new workshop is not viable.

16. Dil Seo Dil Se, a special program for Indians living abroad or NRIs, to facilitate them to gift Maruti Cars Online to friends and

relatives at home.

o Swift Life. this is a online club for Swift Owners.17. Other advantages which help in CRM.o A Buying Experience Like No Othero Maruti Suzuki has a sales network of 307 state-of -the-art showrooms across 189 cities, with a workforce of over 6000

trained sales personnel to guide MUL customers in finding the right car.

o Quality Service Across 1036 Citieso In the J.D. Power CSI Study Maruti Suzuki scored the highest across all 7 parameters:o 1.least problems experienced with vehicle serviced,o

2.highest service quality,

o 3. best in-service experience,18.o 4.best service delivery,o 5.best service advisor experience,o 6. most user-friendly service ando 7.best service initiation experience.o 92% of Maruti Suzuki owners feel that work gets done right the first time during service. The J.D. Power CSI study also

reveals that 97% of Maruti Suzuki owners would probably recommend the same make of vehicle, while 90% owners

would probably repurchase the same make of vehicle.

19.o One Stop Shopo At Maruti Suzuki, customers will find all car related needs met under one roof. Whether it is easy finance, insurance, fleet

management services, exchange- Maruti Suzuki is set to provide a single-window solution for all car related needs.


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o The Low Cost Maintenance Advantageo The acquisition cost is unfortunately not the only cost customers face when buying a car. Not so in the case of a Maruti

Suzuki. It is in the economy segment that the affordability of spares is most competitive, and it is here where Maruti

Suzuki shines.

o Lowest Cost of Ownershipo The highest satisfaction ratings with regard to cost of ownership among all models are all Maruti Suzuki vehicles: Zen,

Wagon R, Esteem, Maruti 800, Alto and Omni.

20. CRM through Social Responsibilityo In 1999 Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai as social initiatives.o Maruti Driving School-Available in all major cities. Lady trainer for lady customer.o All these CRM strategies have helped MUL maintain its existing customers and generate new ones.

21.22. CRM. Philosophyo You cant manufacture passion,o If we could connect other constituents suppliers, dealers, consumers with that passion, then wed have something

worth spreading.

o 360 degree..23. Ford Indiao 24x7 roadside assistanceo Hyderabad, April 8 Ford India today announced the launch what the company claimed was first such initiative by an

automotive manufacturer in the country that offers 24-hour Ford Service Roadside Assistance for all new car buyers

beginning April 1.

o This after-sales service program me provides Ford customers a stress-free vehicle ownership and motoring and breakdownservice. All the existing Ford owners too have the option to avail themselves of this facility by paying Rs 1,100 a year.

24. Web-based customer relationship initiativeo FORD India Ltd on Friday said it has launched a Web-based customer relationship initiative, offering its customers direct

connectivity to the company.

o www.myford.india.ford.com would be mainly used to interact with the customers, Mr. Randy Shockley, Vice-President(Marketing, Sales and Service), said at a press conference at the Auto Expo 2002.

o The `My Ford' customer relationship program me is currently being rolled out in the Asia-Pacific region and India isamong the first few countries where this initiative is being launched, according to Mr. Shockley

25. SASo The Customer is Job 1 at Ford


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o SAS Fuels CRM Programs for Global Auto Makero At Ford, the drive to meet customer needs began nearly 100 years ago with one man's dream to put America on wheels.

While the needs of automotive customers have evolved dramatically since the Model T, Henry Ford's vision continues on a

grand, global scale in an industry where automotive ingenuity and customer loyalty fuel success.

o Today, a new SAS platform that supports customer relationship management (CRM) applications helps ensure highcustomer satisfaction levels for the more than 30 million drivers of Ford brand automobiles around the world. The reliable

SAS solution augments Ford's existing Teradata database and provides a flexible, powerful platform for data mining,

predictive modelling and information analysis.

26. DMS...With CRMo Executives with Australia's oldest Ford dealership say they are set to achieve savings of close to $400,000 in the first year

of implementing a Revolution Dealer Management System (DMS).

o Harridan Ford's new system, which was also implemented at sister dealership Keera Ford, boasts an integrated salesprocess that drives every aspect of the sales cycle from lead generation, product configuration and deal pricing through to

contract and forms processing, accounting, fulfilment and customer follow-up.

o The advanced CRM (customer relationship management) capabilities in the system have drastically improved efficiencyand provided a more targeted advertising spend and marketing campaigns.

o Developed by incorporating Progress Software's relational database, the Revolution DMS went live last month.o Harridan's dealer principal, Marko Mimic, said acceptance of the new system has been extremely high.o "The Revolution system makes life much easier for our salespeople, both in the showroom when configuring and

pricing cars for customers and in our after-sales follow-up and marketing to prospects", Mimic said.

o "Showroom capabilities are particularly important since Ford allows customers a great deal of choice in the waydifferent models can be configured.

o "Previously salespeople had to rely on their memory as to what features and options were available with each car,which greatly increased the risk of errors in designing and pricing each vehicle ."

o Mimic said Revolution provides a direct link to the Ford factory system which ensures that any changes to model optionsand pricing are automatically downloaded into the system.

o "Our salespeople can sit in the showroom with a prospect and walk them through a process of custom-designingtheir vehicle, with the system guiding them to select only the options that are available on that model", he said.

o "There's no more guesswork and no more mistakes, so the customer knows exactly what options are available ontheir vehicle, how long it will take to deliver and what it will cost. That alone has made a huge impact on customer

satisfaction."

o The CRM capabilities are geared toward a high degree of loyalty and repeat business. For example, each prospect isentered into the system at the first point of contact and the software provides an on-going log of all subsequent

interactions, prompting staff along the way to ensure that nothing falls through the cracks.

o "After the point of delivery, the system will prompt the salesperson to contact the customer within 48 hours to ensurethey are satisfied with the vehicle, and then our CRM manager will receive a reminder to follow up with an additional call

within seven days", Mimic said.


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o "There were often instances in the past where customers had to call the dealership to chase a missing part oraccessories that wasn't on the car at delivery, but the solution now enables both dealerships to be more proactive in

addressing customer concerns.

27. Driving Skills For Life Program...o Ford India today launched Ford Motor Company's successful Driving Skills for Life (DSFL) program to more than 1,000

employees at its Marginalia Nagar manufacturing facility. Tamil Nada's Principal Secretary and Transport Commissioner,

Mr. S. Machendranathan, was joined by senior Ford executives and Ford's DSFL partner, Hubert Ebner (India) Pvt Ltd. -

an Indo-Austrian venture in driving training systems and road safety consultancy, to announce the program's official

introduction to the India market.

28. Newsletters as CRM toolo From being just in-house company bulletins, newsletters are now evolving into crucial customer relationship management

tools.

o Our newsletter, Ford World , is our customer relationship management tool. We believe in building a long-termrelationship with our customers. We don't believe in selling and forgetting," says Khanna.

o "The look and contents of Ford World are in sync with the zindadil nature of our customers. Therefore, we talk alot about movies and lifestyle events in our newsletter, apart from giving our customers information about the kind of

services that Ford India offers as well as news about Ford internationally," remarks Khanna. Ford World , says

Khanna, is a quarterly magazine and prints as many as 50,000 copies.

29. Marketing researcho The marketing research is used as a tool too enhance the CRM at Ford as well it..The Improved 2 way communication

system has helped Ford to achieve it..

30. Ford Service Roadside Assistance Ford's Rapid Response Team.o Roadside Assistance at home or on the roado If your vehicle is immobilized whether at home or on the road, Ford Service Roadside Assistance will attend to your

vehicle. For minor repairs where we can fix the vehicle at the roadside, our technician will try and mobilize your vehicle at

the roadside.

o Vehicle Recoveryo If your vehicle is unable to be mobilized following a mechanical or electrical breakdown, a recovery vehicle will be sent to

recover your vehicle to the nearest authorized Ford dealer.

o Taxio If your vehicle is recovered to a dealer by Ford Service Roadside Assistance, the driver and passengers will be provided

with one free taxi ride, up to 50km from the breakdown location, in order to continue your journey.

o Vehicle Recovery following an Accidento If your vehicle is unable to be mobilized following a road traffic accident, Ford Service Roadside Assistance will organize

to send a recovery vehicle to recover your vehicle to the nearest authorized Ford dealer.

31. Total maintains plan


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o Total Maintenance Plano Through Total Maintenance Plan the customer gets total peace of mind and fixed price for the next 3 years. TMP improves

the re-sale value of the car as the vehicle is maintained by authorised Ford dealerships and the plan is transferable. The car

can also be serviced at any Ford outlet across the country. All repairs are carried out with only Ford genuine parts.

o What is coveredo Periodic Maintenance Services as per owners manualo Repairs arising out of electrical or mechanical failureso Wear and Tear Partso Labour for all of the above jobso What is not coveredo Accident Repairso Tyres and Tyre tubes

32. Feedback -CRM mechanism33. Tata motors34. 3 phased CRMo Phase 1 capturing customer datao Phase 2 leveraging data to increase customer interaction streamiling product developmento Phase 3 Value adding services

35. Empower Programo Empower Program is Indias first Multi-Brand Loyalty Program. The Empower Program is a unique growing alliance of

leading brands you use regularly.

o The Empower Program offers the cardholder advantage of several loyalty programs, all packed into one card. Furthermorecardholder earns all reward points in one currency The Empower Points - that means his / her points soar higher and

build up faster. This enables the cardholder to earn Empower Points for every Rs. 100/- spent.

o The Empower membership brings to the customer another benefit - Instant Redemption . With this, the cardholder canalso redeem Empower Points instantly while shopping with partner brands by simply swiping the card.

o This program is an exclusive benefit of the Tata Credit Card and the Empower Card. The Tata Credit Card combines theconvenience of a powerful globally accepted Credit Card with the rewarding membership to the Empower Program. The

Empower Card brings to the customer all the facilities of the Empower Program without the credit feature.

36. Additional featureso Earn Higher Empower Points - earn upto 5 Empower Points when shopping with the partner brands.o Accumulate Empower Points Faster - by earning points in one currency, both with the partner brands and even for normal

spending, the cardholder accumulates points faster.


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o Redeem Empower Points instantly and at the time of redemption. Each point is to equal Re.1 .37. Card Privilege member Premier member Empower card 2 Points for Every Rs 100 5 Points for Every Rs 200 Tata credit card 3

Points for Every Rs 100 7 Points for Every Rs 200

38. Glod club membershipo This privileged membership offers you a bouquet of free services, attractive discounts and special offers, over a 2 year

membership period

o You shall be entitled for priority service at the Dealer / Tata Authorised Service Centre workshop, where you haveregistered for the membership. No prior appointment shall be required

39. Costumer education meetso Objective of Customer Education Meets is to familiarise a customer with his / her vehicle.o Salient features of the vehicle are explained.o Maintenance schedule explained.o Tips given for achieving better fuel economy.o Tips for safe driving & handling of vehicle are given.o Tips are given for fault diagnosis & troubleshooting - in order that customer develops necessary confidence to take care of

minor troubles which may immobilise the car viz. fuse blowing, air lock in fuel system, etc

40. Free service check up camps..o Free Service check up Campo Regular hosting of Free service check-up camps at dealerships in your cityo Event well publicised through local newspaper ads, FM radio & personalised mailers etco Cars checked thoroughly for proper functioning of various systems by dealership personnel and also by experts from

Original Equipment Manufacturers (Castrol, Subros, Delphi TVS to name a few)

o Apart from check up we also educate our privileged customers like you, about the various maintenance aspects of the car& how to derive optimum performance from your Tata car

41. Sampoorna Seva Package AMCo One time payment....program...o According to the needs of the customer

42. ITinvolvement...Integrationo Oracle Products & Serviceso Siebel CRMo Siebel Automotiveo Oracle Database


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43. Key Benefitso Improves demand forecasting, planning, and logistics and inventory managemento Offers 360-degree view of customer and vehicle information and streamlines workflow to enhance customer service and

improve efficiency

o Enhances product quality and increases revenues from both vehicle sales and after-sales parts business

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Comparison Between CRM of Automobile Industry