Digitalization in the automotive industry

Martin Schulz, Sales Manager at a large automotive OEM, is tasked with guiding customers throughout the entire sales process and creating optimal buying experiences. Despite a well-developed dealer network, many customers complain about gaps in the customer journey between the manufacturer and the dealer, as well as limited flexibility in product configuration. The standardized models and the complex configuration process lead to customer wishes not always being met – often resulting in dissatisfaction and dropouts in the sales process. 

Solution:
With a modern CX platform that combines cutting-edge commerce technology with comprehensive CRM and configuration solutions, Martin can specifically address customer needs and make the sales process more intuitive. The platform offers AI-driven product configurations, allowing for precise capturing of customer needs and flexible design of suitable vehicle variants. At the same time, it facilitates data analysis to create tailored offers and recommendations based on purchasing behavior and preferences.  

This technology not only improves customer orientation but also creates an efficient foundation for sales teams to flexibly and appropriately manage the entire process – from the initial inquiry through detailed product configuration to the quotation and order.  

Lisa Becker, Service Manager at a leading OEM, is struggling with the challenge of optimally supporting customers even after the purchase. Many customers feel abandoned after the purchase is completed, which often leads to dissatisfaction and intentions to switch.

Solution:
An integrated customer service portal provides customers with a central access point for all after-sales concerns. Lisa can efficiently manage follow-ups by offering customers personalized content such as maintenance reminders and service offers. By using AI-driven recommendations and chatbots, Lisa can establish a direct connection with the customer, which not only increases satisfaction but also strengthens brand loyalty.

Jens Maurer, Key Account Manager of a supplier for electromobility, regularly negotiates complex contracts that encompass numerous conditions – from contract duration to service agreements and spare parts delivery. His work is complicated by various Excel spreadsheets and separate systems, which often leads to delays and increases the risk of overlooking unfavorable contract components (such as erroneous prices). 

Solution:
With a modern CRM system that is fully integrated into the ERP system, Jens Maurer can manage the challenge of complex contract negotiations more efficiently. Through a centralized overview of all customer data, including historical contracts, potential risks, and individual customer preferences, he gains direct access to all relevant information. Specific CRM functions such as automatic contract creation and quote configuration assist Jens in customizing offers and identifying risks early on. An integrated warning system automatically points out any discrepancies, and the reporting tool provides real-time analyses of the negotiation progress. This allows Jens to quickly create detailed and error-free offers and respond faster to customer needs, thereby strengthening decision-making and customer loyalty. 

Kai Weber, service manager of a supplier for plastic parts, must ensure that customer inquiries are processed promptly and accurately to avoid production delays for his clients. Long response times and the cumbersome manual assignment of contacts often lead to dissatisfaction. 

Solution:
An automated service portal with AI-supported chatbot and real-time insight into inventory provides customers with a central point of contact for all service inquiries. Customers can independently reorder necessary spare parts and have direct information on availability and delivery times. The automated assignment to the appropriate contact increases efficiency and customer satisfaction and strengthens the company's role as a strategic partner.