Download presentation
Presentation is loading. Please wait.
Published byBartholomew Stanley Modified over 9 years ago
1
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 1 CX In Automotive Satish Chowdary Project Manager Sule Klein Solution Architect
2
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 2 Agenda Customer Experience Overview Case In Point - Mazda Demo 1 2 3
3
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 3 Customer Experience Overview
4
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 4 Automotive Then And Now CUSTOMER EXPERIENCE 1910 2014
5
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 5 Challenges & Imperatives For Superior CX Channel Explosion Content Demand / Big Data Technology Change Consistent & Real-Time Personalized & Contextual Analytics Driven
6
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 6 What Does It Take To Get To Superior CX? Robust Customer Centric Platform Real-Time Cross Channel Experience Analytical LeadershipService & Warranty Chain Transformation
7
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 7 Case In Point - Mazda
8
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 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
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 9 Eye on Target 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 Deliver Superior and Consistent Customer Experience Across Channels
10
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 10 Customer Experience Center - Overview Call Center Siebel Automotive 8.1.1.10 Call Center Siebel Automotive 8.1.1.10 Email Integration Account Management CTI Integration Contact Management Chat Integration Service Request Management Knowledge Integration Activity Management EAI/EIM Vehicle Management BI Publisher Workflow / Assignment USA Users Canada Users @ Siebel Database Mazda’s Existing Systems MS Exchange CISCO CTI System Oracle Knowledge Warranty System Group 1 Dealer Portal TAM RightNow Chat Mazda USA and CA Website SoftwareVersion Operating System Red hat Enterprise Linux 6.3 /Win 2008 WebserverIIS Server DatabaseOracle 11.2.0.4 Siebel Siebel Automotive 8.1.1.10 BI PublisherOracle BIP 11.1.1.7 OBIEEOBIEE 11.1.1.7 ChatOracle RightNow ODIOracle Data Integrator
11
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 11 Use Out of the Box processes and features & Minimal Customization Project Approach Process and Functionality Mapping Workshops 10%10% 90%90% Siebel OOB Product Functionalities & Configuration Additional Requirements Regulatory Requirements Game Changers 11 Conference Room Pilots 22 33 Scenarios Native Path Review Application Demo Confirm / Assess Siebel Fit Scenario Deep Dive
12
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 12 Call Center Transition - Then and Now 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 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
13
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 13 Demo
14
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 14 Karry logs into her facebook account and finds a post related to a new car launch. Karry then visits the customer service portal to ask a question. She first looks for an answer in FAQs Karry lands on a page and fills her details in a form. She likes the page and clicks on the link. 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 books the car online. Karry performs the formalities and buys the car.
15
© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 15
Similar presentations
© 2025 SlidePlayer.com. Inc.
All rights reserved.