© 2012 wipro ltd | | confidential 1 cx in automotive satish chowdary project manager sule klein...

© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL1

CX In Automotive

Satish Chowdary

Project Manager

Sule Klein

Solution Architect


Agenda

Customer Experience Overview

Case In Point - Mazda

Demo

1

2

3


Customer Experience Overview


Automotive Then And Now

CUSTOMER EXPERIENCE1910 2014


Challenges & Imperatives For Superior CX

Channel Explosion

Content Demand / Big Data

Technology Change

IMPERATIVES

Consistent &

Real-Time

Personalized & Contextual

Analytics Driven


What Does It Take To Get To Superior CX?

Robust Customer Centric Platform Real-Time Cross Channel Experience

Analytical Leadership Service & Warranty Chain Transformation


Case In Point - Mazda


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


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


Customer Experience Center - Overview

Call CenterSiebel Automotive 8.1.1.10

Email Integration

Account Management

CTI IntegrationContact

Management

Chat Integration

Service Request

ManagementKnowledge Integration

Activity Management

EAI/EIMVehicle

Management

BI PublisherWorkflow /

Assignment

USA Users Canada Users

@

Siebel Database

Ma

zda

’s E

xis

tin

g S

ys

tem

s

MS Exchange

CISCO CTI System

Oracle Knowledge

Warranty System

Group 1

Dealer Portal

TAM

RightNow ChatMazda USA and

CA Website

Software Version

Operating SystemRed hat Enterprise Linux 6.3 /Win 2008

Webserver IIS Server

Database Oracle 11.2.0.4

SiebelSiebel Automotive 8.1.1.10

BI Publisher Oracle BIP 11.1.1.7

OBIEE OBIEE 11.1.1.7

Chat Oracle RightNow

ODI Oracle Data Integrator


Use Out of the Box processes and features & Minimal Customization

Project Approach

Process and Functionality Mapping Workshops

10%

90%Siebel OOB Product

Functionalities & Configuration

Additional Requirements

Regulatory Requirements

Game Changers

1 Conference Room Pilots2

3

Scenarios

Native Path Review

Application Demo

Confirm / Assess Siebel Fit

Scenario Deep Dive


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


Demo


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.


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© 2012 wipro ltd | | confidential 1 cx in automotive satish chowdary project manager sule klein...

Documents

customer data

customer interactions

customer record

customer experience19102014

consistent customer

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