The Requirement. The Organisation

Transcription

1 Scania Case Study

2 ConsultCRM: Scania ConsultCRM: Scania The Organisation The Requirement Scania is a leading manufacturer of heavy trucks and buses as well as industrial and marine engines.the company also markets and sells a broad range of service-related products and financing services. Scania is the world s third largest make for heavy trucks and the world s third largest make in the heavy bus segment. Scania is a global company with operations in Europe, Latin America, Asia, Africa and Australia. Scania has more than 28,000 employees worldwide. Of these, about 24,000 work in Europe and about 4,000 in Latin America. In addition, about 20,000 people work in Scania s independent sales and service organisation. Scania uses Kerridge for their Dealer Management System (DMS) to manage their wholesale and retail business operations. This system stores Vehicle data and basic Company and Contact information, however Scania recognised that they needed to understand the client relationship beyond the basic vehicle profile. This in turn would help all the sales and marketing efforts to be more focused, and ensure the service operations had timely relevant information to hand. Given this requirement, a key deliverable was to integrate essential business data from the DMS, along with a number of other Scania developed applications, into a CRM solution enabling a customer centric view including orders and warranties.

3 ConsultCRM: Scania ConsultCRM: Scania The Solution The Implementation After extensive analysis of the major enterprise CRM offerings in the market, Scania selected Microsoft Dynamics CRM for its flexibility, scalability, familiar user interface, integration potential and low ongoing cost of ownership. We now have an excellent platform of integrated information that will better serve the enterprise. ConsultCRM have been tremendous in helping us through the implementation process and Microsoft CRM is proving itself through its ease of access, familiar Outlook interface and transparency of customer interactions. Harjinder Atwal, Project Manager for Scania UK The first step was to scope the project and ConsultCRM worked with the Scania team to determine how best to phase the project delivery, define the data and integration requirements, and specify the workflows, screen configurations and reporting needs. ConsultCRM then built the interfaces to the DMS as well as two external data sources; records of all Scania vehicles in use from the DVLA, and registration data provided by the Society of Motor Manufacturers & Traders (SMMT). Management information and visibility of operations is critical to Scania, and so a performance measurement capability was also specified. This would help Scania Management to better understand how well they were delivering across a number of key business areas. ConsultCRM implemented Microsoft s PerformancePoint 2007 to deliver this business intelligence. A number of dashboard views were delivered to display business scorecards depicting key performance indicators to the management. The application needed to support both the Scania-owned operating companies as well as their franchised partners, and so a tailored training programme was delivered to each of these areas.

4 ConsultCRM: Scania ConsultCRM: Scania Results and Benefits Scania s New Vehicle Sales Team now use Microsoft CRM to manage the sales process from initial enquiry through to vehicle delivery, whilst the After Sales team use an integrated Excel quotation integration via SharePoint into Microsoft CRM. The Scania Customer Services team is now using the Case Management module of Microsoft CRM to manage customer feedback. The Microsoft applications, infrastructure and reporting tools have enabled the Scania in-house team to continue developing further business analytics for their internal customers.this helps management staff to explore their customer data enabling more insightful business decisions. It also confirmed the low ongoing cost of ownership with Scania taking strong internal control of the system. The management team are also benefiting from much improved business intelligence. Accessing the reporting is simpler, delivered within Outlook, and it is more flexible.overall, the solution has helped Scania to move from a vehicle centric perspective to a customer-centric perspective. Harjinder Atwal, Project Manager for Scania UK

5 Get in touch If you would like to know more about ConsultCRM and how we can help your business, please feel free to contact us: The Coliseum Watchmoor Park Riverside Way Camberley GU15 3YL Golden Cross House 8 Duncannon Street Strand London WC2N 4JF E info@consultcrm.co.uk T +44 (0) F +44 (0)