Sales & After Sales Solution

Customer Experience Management Automotive

Seamlessly positive and profitable interaction

  • SaaS plattform for digital sales and aftersales activities
  • Enhanced service process due to increased mobility and interactivity
  • Customized offerings for individual customer requirements
  • Efficient lead generation – even outside business hours
  • Maximum transparency for customers and dealers
Frank Gaßner
Frank Gaßner

Vice President SI Automotive Sales

In-Memory Cloud Computing

In recent years, greater connectivity in life and at work has transformed products, services – and customer communications. In face of rising expectations, customer centricity is vital to success. And that is where T-Systems’ Customer Experience Management (CEM) Automotive comes into play.
Today, it is taken for granted that service offerings are fast, mobile, flexible, and available anywhere – and made-to-measure for the individual customer. In this context, carmakers, dealers and auto repair shops face new challenges. They must keep pace with the latest developments in a digitized world, and take a new approach to business processes and, in particular, rethink how they interact with the customer.

Custom-built solutions

T-Systems' CEM Automotive Services
Against this background, lead management, point-of-sales activities and aftersales services need to be tailored to each customer’s specific needs and wants. Overall, the goal is to ensure a seamlessly positive customer experience, and digitize all forms of communication. This calls for open, brand-agnostic solutions that deliver services geared to the specific user, vehicle and location. The solutions T-Systems offers today with the Customer Experience Management Automotive make quite an essential contribution to the future of Sales and Aftersales.

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Customer Experience Management Automotive Benefits

  • Knowing which visitor was interested in which vehicle – at anytime, even outside business hours
  • Create personalized offers
  • Quantified and qualified analysis
  • Usage of social media information from the customer analysis
  • Vehicle receipt is done directly with the customer at the vehicle. This enables the interactive integration of the customer into the service process.
  • Mobile service receipt including direct pricing information on vehicle-based services and packages
  • Documentation of damages
  • Booking of appointments online and mobile – from the test drive to the service appointment
  • Data transfer directly from the mobile device of the dealer to the Dealer Management System (DMS)
  • Transparency of the vehicle location during the whole service process and on the dealer ground
  • View the actual process step of each vehicle in the service and receive the ensure a timely collection of the vehicle


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CEM Automotive - the connection between OEM, dealer, garage and customer

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Digitization of Sales and Aftersales

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Customer Experience Management Automotive is a Software-as-a-Service (SaaS) platform, based on Salesforce, and capable of meeting diverse needs in sales and aftersales. As a brand- and DMS-independent cloud solution, it tightly integrates all relevant auto industry players. It is available as a Web portal 24/7, compatible with mobile devices, and allows anywhere, anytime data access. What’s more, its modular structure and intuitive design mean that Customer Experience Management Automotive can be expanded with ease and speed, and is simple to learn and operate.

Flexible Functionality based on a “plug-in” Model

Customer Experience Management Automotive embraces a modular “plug-in” development model. Through cooperation with partners all over the world, customers enjoy rapid access to best-in-breed offerings and products. T-Systems has applied this idea to sales and aftersales activities – creating a clearly defined integration and solution layer. On this layers, different partner systems and solution modules can be added flexibly. This way, Customer Experience Management Automotive accelerates time-to-market for new processes and ideas – without the need for major changes to the existing IT environment, and without disruption to ongoing business operations. 

The plug strip principle

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