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Collaborative CRM For The Automotive IndustryCustomer Relationship Management

In the automotive sector, there is a critical requirement for better

exchange of information between three key groups:

Manufacturer-Dealers, Dealer-Customer and Customer-

Manufacturer. Hence there is a need for integrating disparate

systems for better collaboration to achieve competitive

advantage and synergy.

TCS solution has its footprint across the entire CRM ecosystem for

the automotive industry. It is a web-based application that is

hosted by the manufacturer and emphasizes on the collaborationbetween the Manufacturer, Dealer and Customer.

TCS CRM Solution

Collaborative CRM Framework for the Automotive Industry

The solution uses a web-based application, a contact center, and

a customer web portal to ensure seamless two-way

communication, knowledge sharing and visibility across the

enterprise. The solution covers all dealership functional areas

and manufacturer processes, mainly marketing, sales, and

service management.

The solution addresses areas such as warranty settlement,

customer database management, marketing campaigns

effectiveness, building life time customer loyalty, understanding

customer preferences, demand forecasting, and integration with

manufacturer ERP system.

DealershipManufacturer

Customer

Inquiry toOrder

Order to

remittanceOrder

Management

ChannelPartner

Management

Vehicleservice

Management

Spare PartsManagement

Warranty/ ClaimsManagement

Key AccountManagement

Call CenterManagement

CustomerPortal

Management

CampaignManagement

CentralizedDatabase

CallCenter

CustomerPortal

PartnerApplication

ERP

FAS

Sales

Service

Marketing

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www.tcs.com

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Copyright 2007 Tata Consultancy Services Limited

Differentiators

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Centrally managed, dealer / role independent database

management system

Industry specific best practices spanning business and

technology

One stop solution for Sales, Marketing and Service

Management

Customer participation in vehicle configuration

Low cost, functionally rich solution for dealers

Pre-defined, role based dashboards and reports targetedtowards both manufacturer-users and dealer-users

Business Benefitsn

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Provides a 360 view of:

- Customer

- Products across the enterprise

Provides real-time visibility into:

- Dealership processes

- Demand data for manufacturer

Provides real time access to:

- Manufacturer's vehicle/ spares availability

- Detailed lead information- Knowledge base with the dealers

Improves effectiveness of marketing efforts through:

- Targeted campaigns

- Customer segmentation

- Competitor activities tracking

Ensures higher customer satisfaction through:

- Uniform service levels across dealers and locations

- Active participation in customizing product offerings

- Faster escalation of complaints

About Tata Consultancy Services (TCS)

Tata Consultancy Services is an IT services, business solutions and

outsourcing organization that delivers real results to global

businesses, ensuring a level of certainty no other firm can match.

TCS offers a consulting-led, integrated portfolio of IT and IT-

enabled services delivered through its unique Global NetworkTM

Delivery Model , recognized as the benchmark of excellence insoftware development.

A part of the Tata Group, Indias largest industrial conglomerate,

TCS has over 89,000 of the world's best trained IT consultants in

47 countries. The company generated consolidated revenues of

US $4.3 billion for fiscal year ended 31 March 2007 and is listed on

the National Stock Exchange and Bombay Stock Exchange in

India. For more information, visit us at www.tcs.com.