Sierra Atlantic’s CRM Driven Automotive Enterprise Solutions

Dears,

Automotive the way we see it

Today’s dynamic and often turbulent automotive environment requires that vehicle manufacturers and dealers take a transformational approach to capitalize on current opportunities, achieve immediate cost savings and ensure long-term business success. Transformation means different things to different people. It really depends on a company’s goals and starting point. To survive and grow profitably automotive companies must change their business models through both innovation and efficiencies. This includes developing new business and process capabilities, and increasing responsiveness to customers and industry shifts. It also requires that a company generate improvements with agile and efficient operations, and improve working capital utilization. Sierra Atlantic, A Hitachi Consulting Company  is pleased to help automotive manufacturers and suppliers transform and perform through our unique CRM Value proposition solution  “The CRM Automotive Enterprise”. Our global automotive practice has automotive specialists working with Automotive Brand Dealers to address complex, technology-influenced business challenges.

The Power of Collaboration

At Sierra Atlantic, we do things differently. Collaboration is part of Sierra Atlantic and our CRM and Automotive practice are the pillars of our service delivery, enriched by our tools and techniques and highly experienced people. Our people listen to what clients say—and work with them to understand the problem before suggesting a solution. Project goals are clear and realistic and everyone agrees on the way ahead. We agree upfront with our clients what constitutes success, and then make it measurable. Effective knowledge sharing makes life simpler instead of more complicated. Sierra Atlantic believes collaborative working is perhaps the single most important factor in achieving competitive advantage and long-term success for organizations. We create the right conditions for automotive businesses to capture the exponential power of cooperation within their own organization as well as in their larger ecosystem.

We hope you will find our Automotive Value Proposition a useful source of information about how Sierra Atlantic is bringing value to automotive companies and providing them with insights and capabilities that boost their freedom to achieve superior results. We look forward to delivering maximum value in every project as we work with you in the future.

Helping Clients Keep Pace with a Changing Landscape

To succeed in today’s automotive climate vehicle manufacturers and suppliers know they must develop an intimate understanding of consumers, improve operational efficiency, reduce costs and grow margins.

Experience Counts

Sierra Atlantic is a front runner in delivering automotive CRM solutions and has successfully assisted clients in transforming their IT and business process capabilities and operations. We understand the automotive business and how to apply that experience to improve performance. Sierra Atlantic currently works with KSA’s leading automotive dealers, helping them optimize business operations, streamline expenses and generate profitable revenue growth.

Delivering Results

We leverage our experience, people and tools to achieve breakthrough results for our automotive clients. Sierra Atlantic’s clients gain the advantage of having an integrated team working with them to provide best-in-class automotive solutions.

Automotive Specific Solutions

Sierra Atlantic provides business process, technology and outsourcing solutions to address auto company needs.

Sierra Atlantic’s automotive-specific solutions focus on critical areas such as Contact Center, Sales and Marketing Requirements, Vehicle & Dealer Management, Customer Delight Index Surveys, Telesales and Service Appointment Process.

Entire Complaint Management process is categorized into two main sub processes

• Managing Inbound Complaints – In this occasion, Customers call up the Call Center directly to report a complaint.
• Managing Follow up Complaints – This can arise from other channels like Survey; Post Service Follow up.

Solutions Designed to Help Companies Compete

Sierra Atlantic’s automotive solutions focus on key issues across the automotive value chain, from suppliers to consumers:

Sales and Marketing: Solutions are focused on helping companies attract and retain today’s demanding and educated consumers. Offerings include:

• End-to-End Lead Management
• Optimization of Dealer-Focused Operations
• B2C and B2B Web Strategy and Implementation

Vehicle & Dealer Management:

Dealer is a franchised business such as a car dealership that is responsible for selling vehicles and providing service to the consumer after the sale, it is both a target account and also a partner company to a manufacturer .In Siebel Automotive, vehicles are a specialized asset. Vehicles can be owned by an account, a dealer, or an individual contact. Vehicles can also be associated in relationships other than ownership. Every vehicle is an instance of a defined product.

Solutions are designed to help automotive companies address cost and price pressures, globalization of the supply base, over capacity, and diversification and operational complexity.

Offerings include:

• Automotive Transportation and Logistics Optimization
• Order-to-Delivery value proposition
• Dealer Relationship Management

Customer Delight Index (CDI) Surveys:

The objective of CDI survey is to give timely feedback to the service center and the service advisor so that specific improvement initiatives can be identified and implemented. The results of this survey will also be an input to the CDI – Customer Delight Index for the service center and the service advisor. In the simplest terms, the process of CDI survey starts with preparing a list of Customers who can be called for the survey

Offerings include:

• Multi Channel Capability and Integration
• Accessibility
• Customer Service
• Service Differentiation
• Employee Engagement
• Service Standardization

Sales and Marketing Solutions

Helping companies attract and retain today’s demanding and educated consumers.

Buying a car used to be a pretty simple process: A consumer would check out some ads, talk to a few friends and head to the dealer for more information. Today that process has grown more complex, as consumers increasingly rely on new tools such as the Internet, blog sites, Web forums and online social networks. This increased sophistication has resulted in changing buying patterns as well as a shift of power in favor of the consumer. Keeping up with the pace of change isn’t easy for many vehicle manufacturers and dealers. Sierra Atlantic’s sales and marketing solutions focus on helping companies attract and retain today’s demanding and educated consumers.

Lead Management

Lead Generation is at the heart of an effective sales strategy. Sierra Atlantic’s research has found Leading Auto manufacturers/Distributors identified lead management optimization as the top priority for Customer Relationship Management (CRM).

Sierra Atlantic’s holistic approach is to implement a lead management system that has short-term and long-term benefits, including sales growth, efficiency gains, improved campaign management and fulfillment, automated and improved lead handling, cost reductions, detailed customer knowledge and insight, and a positive long-term impact on a dealer’s operations.

In one example, we worked with a Leading Dealer in the MiddleEast to implement a central, state-of-the-art CRM solution incorporating campaign and sales lead management processes designed to integrate with the processes at dealerships in a closed loop. We implemented a fast-response lead management team answering Web queries through our experience in automotive strategy, process, infrastructure and retail.

Optimization of Dealer-Focused Operations

Retail integration has become a key point of differentiation in the battle for customers and sustainable profits in the automotive industry today. Sierra Atlantic’s experience working with clients demonstrates that improved retail integration can bring valuable benefits for manufacturers and dealers. For example, improving retail IT integration was a key element in bringing to life the global dealer strategy of one major manufacturer. Our work with the company involved the analysis and development of extended dealer IT platforms for several retail business areas, including ordering, sales, service and parts. Together with the client we identified waste time and implemented programs that reduced that waste time (including duplication, redundancy and system downtime) by a significant amount.

The result is a comprehensive extended CRM platform that has contributed to building one of the best retail networks in the industry. By focusing on what will actually sell cars and services at the dealer, CRM processes and IT requirements were designed to ensure a pragmatic and useful CRM fulfillment. Sierra Atlantic’s retail integration approach is one of the core elements of our automotive practice. The program begins the basis for a prioritization process that involves the full 360 degrees view for the Client.

Connecting with Automotive Customers

The 5 Vital Connection Points makes the collaboration with customers effective.

Collaborate Around the Customer

• Build up customer centric value net through on-line collaboration
• Introduce and promote shared services among dealers / dealers-to-OEM
• “Invest” in dealership support, training and infrastructure around owner repeatability
• Arm all who interact with the customer with tools to act  real time

Deliver Brand Value Across Touch Points

• Institute a brand-building and brand advocacy mindset with all partners
• Utilize the ubiquity of the Web to ensure consistent brand positioning, messaging and treatment
• Create linked customer loyalty programs

Drive Customer Business Measurements

• Understand causes of defection and dissatisfaction
• Identify and measure customer fulfillment of customer wants & needs
• Measure long term ROI factoring in Customer Value Management and lifetime customer value not individual transactions 

Know the Customer

• Build enterprise wide household view  to facilitate real and virtual connection with the customer
• Maintain two-way personalized dialogue with narrower segmented customers
• Monitor and address causes of customer defection and dissatisfaction

Organize Around the Customer

• Empower customer-facing representatives to make real time decisions on behalf of the customer
• Implement content mgmt tools to decipher and analyze customer data
• Redesign product design and manufacturing processes to focus on customer flexibility 
• Customer self -maintenance and self help

The next generation of CRM, which has already started to arrive, will be even more sophisticated. It will include features that help you connect your dealership to social media sites, increased cross platform integration, as well as other useful tools such as video email and SMS text messaging.  

There are a lot of options out there for auto dealers with different features, options, and prices.

Drive your Success with our Automotive Enterprise Solution, Safe Journey assured

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