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.