Sales & After Sales Solution

Customer Experience Management Automotive

Seamlessly positive and profitable interaction

  • SaaS plattform for digital sales and aftersales activities
  • Ernhances service process due to increased mobility and interaktivity
  • Customized offerings for individual customer requirements
  • Efficient lead generation – even outside business hours
  • Maximum transparency for customers and dealers
Information on the company

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

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.
T-Systems' CEM Automotive Services

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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



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

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