With increasing competition in terms of more dealerships, more car variants, more options to the customer and increased standardisation of processes across dealerships by the OEMs, it has become increasingly difficult for dealership to carve out a niche for themselves, to stand out and make themselves endeared to the customers. In this scenario, how do you, as a car or bike dealership, drive customer retention and loyalty and ensure that customers come to you once and always. The answer is not a simple, one off bolt of delight delivered to the customer in the form of greetings or freebies. It is a grinding process of satisfying each and every customer across their each and every interaction they have with you. In order to achieve that, you need a robust, intelligent and omni-present enterprise wide information backbone that can give you accurate customer information just when you need it. A platform that can serve information across media - phone call, SMS, web site, social media, mobile apps - reach out to the customer wherever he is and whenever he needs you. Introducing Crosscode's Customer Lifecycle Management (CLM) platform for automobile dealerships with integrated customer contact center capabilities. Read through the presentation for more details. If you realise that this helps you in growing your dealership, please do give us a call or mail for FREE, no-obligation demo. Web: www.crosscode.in Email - enquiry@crosscode.in Call - +91.99169.65415

1. An integrated customer contact center platform (CCC)
& customer lifecycle management (CLM) platform
Submitted by:
Crosscode Technologies Private Limited
No 478, 2nd Floor, Srinivasa Nilaya, 1st Main Road, Anand Nagar, Bangalore - 560024.
Web: www.crosscode.in; Email: arindam@crosscode.in; Call - +91.99169.65415
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 Current state of operations
 Proposed solution
 Data input & output
 Aimed state of operations
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 Present CRM package is silo based & aimed at
individual processes, & not capable of giving
a holistic view of the dealership across
processes.
 There is no contact center capability, it is just
a tool within the premises
 Quality monitoring of calling & MIS is not
automated
 Integration is limited to Insurance update
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 DMS has limited SMR scope; data gets lost in
case customer changes workshop & there is
no follow-up
 There is no location mapping of SMR data in
DMS
 Data integration as per own requirements is
not possible; opportunities for customer
retention, contact follow-up is lost
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 Data is essentially the output from DMS & the
integration of other campaigns like camps,
follow-ups, road shows, cold calling, etc
 Various data examples –
◦ Sales data – new vehicle sales; Used car sales
◦ Service data – from different workshops
◦ Lost cases – Insurance; Enquiries; Free Services
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•Tele-calling productivity
•Real time performance metrics
•Central monitoring
•Web based access for all branches
•Voice logging
Customer
Contact
Center
•Data integration across operations
•Business process as per DEALER
•Web based access for all branches
•Mobile apps for field executives
•360° customer profile & view
Customer
Lifecycle
Management
DEALER
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 Single information backbone for the entire
dealership spanning all branches
 All data is 100% accurate, non-ambiguous &
consistent across INS, SMR, PSF processes for all
time to come
 Central & secure data repository which can be
accessed at real time across any location
 Future proof technology – web based, mobile
ready, social media, Internet, Email & SMS
integrated
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 Voice + Data + Internet + SMS all in one
platform
 Real time agent performance statistics
available branch wise to branch heads and
consolidated to central management
 Covers all customer facing operations – INS,
SMR, PSF.
 Maximizes lead generation for all processes
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 Maximizes productivity by reducing day end
activities, Excel based report preparation,
mailing reports, etc
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 Customer loyalty is not about delivering a
single experience of “delight”.
 DEALER needs to continuously, consistently &
pleasantly surprise the customer
 Do this for each and every interaction of the
customer
 Do this for each and every customer
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