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.
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.
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.