With thousands of dealers, sub-dealers and workshops, the client needed an integrated, dealer-centric solution that could provide real-time visibility and support its business expansion plans.
With more than 6,000 dealer touch points and huge volatility in transaction rates, the business had a complex network of back-office systems. There was no uniformity when it came to the customer experience, or the way dealers interacted with the business.
The client needed a solution that could follow customer data from one city or touch point to the next, allowing any dealer to tap into a detailed history. And fast.
Tata Technologies had a template for a centralized DMS with data visibility built in – it only required minor modifications. We implemented it within six months. We committed to an ambitious roll-out plan that involved setting up each dealer, collating local data and training employees.
We established a helpdesk and support ecosystem for 25,000 users. The hybrid solution was built with flexibility in mind, so could accommodate a doubling of the dealer count within 12 months.
The impact is palpable. The brand has moved from third or fourth in the market to within reach of first. Its profits have rocketed as a result of the tighter control it now has on the business outflow of dealerships and its ability to link production to demand.