Ensuring the Timely and Cost-Effective Delivery of Goods or Services for Customer’s Vehicles

BACKGROUND

The company is a prominent entity in the tire manufacturing industry, recognized for its innovative production of high-quality tires for a variety of vehicles. The client needed to gain an advantage in the highly competitive market of technological innovations in automotive services, expand their market presence, and strengthen customer retention.

CHALLENGES

1. Implement SAP Sales Cloud to enable tracking and planning of retail specialists’ activities as part of pre-sales preparation:
   • tracking and accounting of visits, calls, and other customer interactions;
   • maintaining customer records in the customer database.
2. Develop and enhance SAP Service Cloud with additional functionality for potential opportunities.
3. Implement standard service request management through SAP Service Cloud.
4. Ensure the operational efficiency of the customer experience management system.
5. Ensure system development by implementing additional functionality as requested by the client.

SOLUTION HIGHLIGHTS

1. Implementation of SAP Sales Cloud and SAP Service Cloud solutions.
2. Implementation of processes for tracking, planning, and controlling retail specialists’ activities related to customer interaction (including KPI monitoring).
3. Configuration and customization of the functionality (registration of potential customers, mass mailings, creation of orders directly in the system, sales funnel).
4. Implementation of processes for managing service requests.
5. Development of separate functionality for managing service contracts.
6. Integration with external services, including other SAP systems used by the client.

KEY RESULTS

1. Sales processes were automated and standardized through the use of a single application for customer request input.
2. Request creation time was reduced from several hours to 20-30 minutes.
3. Customer information was consolidated into a single profile, leading to sales of additional services such as upgrades, maintenance, repair, and accessories.
4. Dealer KPI management and execution processes were implemented.
5. A solution for maintenance contracts with a specific parametric model was put into effect.
6. Distribution centers now receive necessary goods through convenient channels, in the required quantity, at the right time, and at an agreed-upon price.