Dealers today must offer more tailored services, be more customer-focused and more efficient in order to compete. Manufacturers and their dealer organizations therefore place exacting requirements on their IT. Flexibility is key to business success. The more efficiently information is processed and employees use data, the more productive the core business becomes. The T-Systems innovative business process solutions for sales and service provide dealers with a decisive competitive edge.
DEALER MANAGEMENT SYSTEMS FOR ALL REQUIREMENTS
Buyers are becoming more demanding – the customer expects an emotional experience when buying and having their car serviced. A personal touch and flawless customer care are crucial in the dealership. The entire workforce must play its part: at the reception counter, in sales, in service, in the parts and accessories department, in marketing, in telemarketing, in complaints processing right through to accounts. The customer is at the center of everything the business does – embraced across the board by all functions. T-Systems helps the car dealer choose, roll out and operate dealer management systems (DMS). The portfolio ranges from standard solutions such as Incadea and proprietary DMS software for use in the dealership (alphaplus, VAUDIS, CustomerOne) to modular, cloud-based solutions in collaboration with Salesforce and others. Open interfaces, a limited number of process steps and information which are available on mobile devices and on an intuitive web based user surface –these features and many more will be included into the extended version of Vaudis. The new DMS generation (VaudisX) is based on an efficient core and enriched by connecting brand- and market-specific systems as well as the multi-brand digitization modules of Customer Experience Management Automotive.
Whether the owner of a Mercedes-Benz in Hesse has their car checked in the workshop or a tradesman in Thuringia brings their Volkswagen Commercial Vehicles van in for repair – personal service is the trump card that sets Autohaus Schade u. Sohn apart throughout the region. The family-run business sells around 600 commercial vehicles, 1,500 used cars and 500 trucks and vans together with the associated workshop hours every year.
Map workflows for VW brands in the ICT
Provide the ICT required for a VW service partner
Support for use of two dealer management systems in parallel
Support information sharing with Volkswagen
Create interfaces to standard applications
Roll out the VaudisPro software solution
Integrate the centralized VaudisPro terminal server into the IT
Connect an existing CRM solution to the dealer management system
Networking VaudisPro with the financial accounting
Support VW customers including workshop services
Customer and vehicle master data are stored centrally
Operational data can be analyzed at any time
Record all workshop times for each specific order
Data from VaudisPro can be used for marketing campaigns
Solution can be extended rapidly to other locations
Tradition and progress have always been closely intertwined at Autohandelsgesellschaft Rittersbacher in Kaiserslautern. 450 employees in eleven company outlets at nine locations turn individual mobility into a special experience.
Standardized ICT in new and existing company sites
Transparent material and financial flows
Store vehicle data, parts catalogs or work figures centrally
Integrate SAP financial accounting into the new ICT infrastructure
Flexible analysis options across dealer outlets and brands
Gradually roll out VaudisPro dealer software across all locations
Provide server hardware for further migrations
Centralized database stores all process, product and customer data
Create SAP interface for financial accounting and payroll data
Train users beforehand
Information is available centrally in the VaudisPro databases
Analyses are possible across all dealerships and brands
Order-specific time recording VauTime makes billing easier
VauCash automatically posts all recorded cash receipts
Minimal training requirement, short induction periods
With its three city locations and around 100 employees, the state-of-the-art dealership Autohaus Eggers is a benchmark for Volkswagen dealers in Germany. The family-run business founded in 1964 has won the “VW TOP Partner Customer Satisfaction” award several times.
Roll out a new dealer management system
Plan and conduct migration, train employees
Replace outdated hardware without disrupting operations
Increase employee productivity in daily operations
Support strategic decisions with precise operating data
Roll out the T-Systems dealer management system VaudisPro
Migration of the centralized customer and vehicle master file
Test migration beforehand
Preconfigured new server replaces old hardware
Switchover on the effective date within three hours
Operational analyses now support strategic decisions
Automatic data backups replace manual backups
Similarities with the previous system ensure minimal training requirement
Improves customer advice and workshop services
COMPREHENSIVE PROCESS SUPPORT
CustomerOne, the premium customer management solution, supports sales, service and customer care processes in every respect. The focus is on the customer’s requirements and wishes: up-to-date customer files, reports and cockpits summarize all the information from sales, marketing, service and accounts. Integration with dealer management systems and third-party systems turns CustomerOne into the centerpiece of the dealer’s IT system. So employees gain an all-round picture and can interact with each customer individually. Management can, in turn, measure performance thanks to comparability and transparency, and introduce optimizations selectively. Users plan all communications sent via the system – from the campaign, the mailshot to the individual telephone call. CustomerOne schedules, conducts or delegates and monitors the activities, such as lead processing, regular courtesy calls, tasks, complaints processing, phone calls or test drive planning. Comprehensive process support enables sales executives and service advisers to focus on what counts: their customers.
FULL-SERVICE PORTFOLIO WITH INTEGRATED CLOUD OPERATION
Dealer requirements vary depending on the size and brand affiliation. Some require extensive in-house solutions such as CustomerOne. Others have been using their own solutions for many years, but want to integrate new modules, such as mobile service reception or a time management system, into specific areas of the business. The T-Systems automotive experts focus squarely on their customers and offer the extensive DMS software as well as a broad selection of other solutions. Where necessary they provide full IT management by operating all solutions in the cloud. Or they implement supplementary modules such as financial accounting and conduct workshops on sales and aftersales processes on the customer’s premises. Consultants adopt the “Plan, build and run” principle to everything they do for customers in the dealership – always aiming to optimize processes so that the dealer’s customers are more satisfied and remain loyal.