CRM Solution for one of the world’s leading automotive companies
The client, a world-leading automotive company, was managing its CRM function using disparate information systems and interfaces across different markets. Leveraging NTT DATA's global footprint, we delivered a CRM solution that offered consistency and scale.
NTT DATA Australia is your go-to partner for CRM solutions. NTT DATA Australia offers strong project management, high flexibility and special expertise in large-scale projects, based on own assets and specialised methodology.
- INDUSTRY
- Automotive
- SERVICES
- CRM Solutions , Enterprise Application Services
- COUNTRY
- Australia
Development
Attracting New Customers
Improve
Improving Customer Satisfaction
Cloud Insight
Retaining Existing Ones
CRM Solutions
With more than 10 years of collaboration with the largest CRM software platforms: SalesForce.com, Siebel, and Microsoft Dynamics, NTT DATA is your go-to partner for CRM solutions. NTT DATA offers strong project management, high flexibility and special expertise in large-scale projects, based on own assets and specialised methodology.
Attracting new customers, retaining existing ones, and improving customer satisfaction requires a synchronisation of all business processes related to sales, marketing, customer service, interaction centre and social media. NTT DATA leverages its deep understanding of business processes, as well as its rich IT expertise and strategic partnerships with major CRM software vendors, to provide tailored CRM solutions that improve customer interactions and enable growth.
CRM Solution for one of the world’s leading automotive companies
■ Challenge
The client, a world-leading automotive company, was managing its CRM function using disparate information systems and interfaces across different markets. The CRM solution needed to reduce time to market and provide a cost effective solution across markets, accommodating for a global governance model, while maintaining locally developed best practise.
■ Solution
An end-to-end service was provided to the client via a global delivery model, which included a “flying squad” for CRM expertise, local teams for native language font-end development, and near-shoring for backend development.
Key features:
- Lead management
- Campaign management
- Care management
- Customer data management
- Project planning
- Interface design
- Continuous integration
- Data migration
- Implementation and subsequent rollouts: CRM system support by implementing EP architecture to integrate with SFDC
- System design
- Test strategy
- SFDC customisation and configuration
- Extension platform customisation
- Support and maintenance
- SFDC CRM development
- Cloud solution leveraged the NTT Group’s Managed Cloud Platform
- Development of kernel (single code branch) with market specific extensions
■ Results
- Alignment of markets with central functional and technical standards
- Integration to backend systems using extension platform
- Uniform processes across multiple markets
- Consolidated view of CRM