Digital Customer Experience in the Automotive Industry

Digital Customer Experience in the Automotive Industry


in a recent survey of Fortune 500 companies globally two-thirds of the companies said that they were customer focused customer centric and yet only 12% of their customers agreed and I think if you did a similar poll just for the automotive industry you’d find a similar if not stronger difference the automotive industry is an heavily product focused throughout its 100-year history and this change from being customer focused is a significant change how do you put me as the consumer in the center of everything that you’re doing from pre-sales to post sales across different channels like the internet and call centers and dealership showrooms and throughout the whole of an a consumer lifetime from when they’re 18 to when they’re 80 years old it’s a significant change for all of us to come through and it requires changes took to processes to systems and to the whole culture of the company and Capgemini being a company that works closely in the automotive industry in the customer experience area with a strong focus on process on systems and change managing that change that complex change we’re placing a bet and we’re saying that we want to be the go-to company for digital customer experience in the automotive industry so one of the examples that were really proud of that was in the latest dream forces a proof-of-concept that we did with salesforce.com which we called an owner center and it essentially will take all of the vehicles that reside in a consumers garage and by them entering some information about those vehicles we can then track the way they use the vehicles and and be able to project how the product is used how happy they are with the way it performs and the overall service and also project when they’ll need to have it replaced so that we can provide a lead into the lead management operations of the OEMs and feed the dealer group with how they should be interacting with that customer when they come into the to the dealer we’ve also done advanced applications around service daibei management so that the when a customer drives into a dealer the dealer and the service technician already know who that person is what all the history of the vehicle what they’re probably coming in for and what kinds of services that they need to have we’ve also done advanced applications around mobility and in particular the one we’re very proud of is the services that we delivered to General Motors for their global consumer mobility application that we deployed for them around the world people meza results count


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