CX In Automotive Sule Klein Satish Chowdary Project Manager

CX In Automotive
1
Satish Chowdary
Sule Klein
Solution Architect
Project Manager
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Agenda
2
1
Customer Experience Overview
2
Case In Point - Mazda
3
Demo
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Customer Experience Overview
3
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Automotive Then And Now
1910
4
CUSTOMER
EXPERIENCE
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2014
Challenges & Imperatives For Superior CX
5
Channel
Explosion
Consistent &
Real-Time
Content Demand
/ Big Data
Personalized &
Contextual
Technology
Change
Analytics Driven
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What Does It Take To Get To Superior CX?
6
Robust Customer Centric Platform
Real-Time Cross Channel Experience
Analytical Leadership
Service & Warranty Chain Transformation
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Case In Point - Mazda
7
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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
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Eye on Target
Deliver Superior and Consistent Customer Experience Across Channels
 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
9
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Customer Experience Center - Overview
USA Users
Canada Users
@
Call Center
Mazda’s Existing Systems
Siebel Automotive 8.1.1.10
Account
Management
Contact
Management
Service
Request
Management
Activity
Management
RightNow Chat
Email
Integration
Dealer Portal
CTI Integration
TAM
Chat
Integration
MS Exchange
Knowledge
Integration
Vehicle
Management
EAI/EIM
Workflow /
Assignment
BI Publisher
Software
Version
Operating System
Red hat Enterprise
Linux 6.3 /Win 2008
Webserver
IIS Server
Database
Oracle 11.2.0.4
Siebel
Siebel Automotive
8.1.1.10
BI Publisher
Oracle BIP 11.1.1.7
Warranty
System
OBIEE
OBIEE 11.1.1.7
Chat
Oracle RightNow
Group 1
ODI
Oracle Data Integrator
CISCO CTI
System
Oracle
Knowledge
Siebel Database
10
Mazda USA and
CA Website
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Project Approach
1
Use Out of the Box processes and features & Minimal Customization
Regulatory Requirements
10%
90%
3
Additional
Requirements
Game Changers
Siebel OOB Product
Functionalities &
Configuration
Process and Functionality Mapping Workshops
Scenarios
Native Path Review
Scenario
Deep Dive
Application Demo
Confirm / Assess Siebel Fit
11
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2
Conference Room Pilots
Call Center Transition - Then and Now
 One Application for customer facing and dealer
facing call centers as well as CRM marketing
 Legacy Call Center Application
 Phone and Email Channel
 Integrated Chat channel
 No phone integration
 Integrate agent phone
 Browser limitations
 Limited visibility to dealer for collaboration
 No ability to perform partial searches
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 Browser independent
 Dealer is using the same application
 Ease of search to access customer information
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Demo
13
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14
Karry logs into her
facebook account and
finds a post related to a
new car launch.
Karry when not satisfied
with the answer enters
a query and raises a
service request.
She likes the page
and clicks on the link.
Karry lands on a
page and fills her
details in a form.
Karry then starts
receiving targeted
campaign posts and
becomes a lead
Karry then visits the
customer service
portal to ask a
question. She first
looks for an answer in
FAQs
Karry performs the
formalities and buys
the car.
Karry books the car
online .
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