Optimizing the Car Buying Experience via Integrated Sales and Marketing

Transcription

1 Presented with Optimizing the Car Buying Experience via Integrated Sales and Marketing Edward Choi Hyundai Capital America Satish Srinivasan Hyundai Capital America Vinay Joshi Infosys Michael Ger Oracle September 29, 2014 Copyright 2014, Oracle and/or its affiliates. All rights reserved.

2 The Customer Experience Imperative 1% of consumers feel their expectations for a good experience are met BUY Market & Sell OWN Support & Serve 86% of consumers will pay more for a better customer experience 89% of consumers switched to a competitor after a poor experience Copyright 2014 Oracle and/or its affiliates. All rights reserved.

3 The Opportunity Integrate The Customer Experience, Create New Value Integrate The Customer Experience BUY Market & Sell OWN Support & Serve Market Sell Finance Service Repurchase REPURCHASE CREATE NEW VALUE Copyright 2014 Oracle and/or its affiliates. All rights reserved.

4 Copyright 2014 Oracle and/or its affiliates. All rights reserved.

5 Optimizing The Car Buying Experience via Integrated Sales & Marketing An Auto Captive Perspective Vinay Joshi Infosys Edward Choi Hyundai Capital America Satish Srinivasan Hyundai Capital America

6 Introduction Edward Choi Hyundai Capital America At Hyundai Capital America, Edward is primarily responsible for managing HCA s dealer portal, which serves all Hyundai and Kia dealers in the US. He occasionally delves into extension projects such as telematics, lead management, and CRM. In 20 years working in automotive and media industries, Edward has undertaken diverse roles from strategy to sales execution, focusing on how technology enhances human interactions. 6 Sathish Srinivasan Project Manager, HCA [email protected] Sathish is responsible for deploying strategic projects for remarketing business operations at HCA. Sathish has 18+ years of professional experience in IT development, support, business analysis and project management. His experience includes consultancy role for investigating business processes, systems, identifying lean operation/improvement opportunities and bridging the needs of business with the use of technology. Vinay Joshi Principal Infosys Ltd. [email protected] Vinay leads Infosys team for west coast Automotive & Auto Captive clients. Vinay has 16+ years of professional experience consulting space. His experience include advisory role on strategic programs, solution architecture designing and business transformations for large scale initiatives across different industry vertical like Auto Captive Finance, Automotive, Banking & Finance, Utility, Publishing, Pharmacy Retail etc.

7 Corporate Profile Hyundai Capital America 7 Basic Information National Headquarters: California, USA Founded: 1989 Coverage: 1,500 + Hyundai and Kia dealerships Employees: 1940 Customer Portfolio: 1.3 Million + About HCA (Hyundai Capital America) Hyundai Capital America is a captive auto finance company providing auto lending solutions and financial products tailored to meet the needs of customers, both individuals and businesses. We are committed to enhancing value and improving customer satisfaction through continuous innovation and superior execution.

8 Our Vision & Infosys Partnership Core Value We promote a customer-driven corporate culture by providing the best quality and impeccable service with all values centered on our customers 8 Customer Intimacy Diverse Yet United Speed Customer Advisory Principles Customer Delight Strategy and Execution Never Ending Change Quality Commitment

9 From the 80s to the 21st century 9 First Hyundai Car In US: Hyundai Excel Designer: Giorgetto Giugiaro (Designer Of The DeLorian) 'Best Product #10' by Fortune Magazine Record For First-Year Import By Selling 168,882 Cars

10 From the 80s to the 21st century 10 Fast Forward To 2014 Hyundai Highest Consumer Loyalty, Quality and Appeal KIA One Of The Coolest & Fastest Growing Brands

11 Understanding Consumer Journey & Loyalty 11 Consumer Journey & Vehicle Ownership Key For Consumer Loyalty

12 Reality Is Complicated Need Laser Focus On Execution LOYALTY 12

13 Complete CRM: Triangle Of Consumer Journey Management 13 A 360 Degree Approach Enabling Consumer Interface With Powerful Service Level & Customer Engagements Dealers Portal: Dealer Access HCA Servicing Consumers HCA Marketing

14 Auto Captive Consumer Journey 14 Product Development Application Processing Initiation of Account Billing Payment Process Contact Management Collections Payoff Process

15 Auto Captive Consumer Journey 15 Product Development Application Processing Initiation of Account Billing Payment Process Contact Management Collections Payoff Process

16 Opportunities Automation Problem Statement & Opportunities 16 # 1. Change in market landscape supporting new car sales adding pressure to the used car market through increased volume and lower price # 2. Leases maturing starting in 2014 continues to increase rapidly with efficiency challenges and requires lot of manual interventions # 3. Legacy systems limiting the execution of both customer retention and residual loss mitigation strategies Account Closure Three Dimensional Engagement Intent To Repurchase Consumers New Lease Life Cycle End Of Term & Remarketing Lease Service Life Cycle Booking Funding

17 Remarketing Functional Landscape 17 OEM (Programs, Warranty & Build information) Dealer Interfaces (Prospecting, Buyout, Grounding & Purchase) Customer Contacts (Campaigns, Letters, Websites, IVR & Dialer) Lease-End agent (Queues assignments & Workflow) Lease-End Options (Buyout, Extensions & Conversions) End-of-term Collections Remarketing Operations Pricing, Segmentation, Customer survey & Vehicle Marshalling Accounting (Termination, Billing & Proceeds Reconciliation) Asset Tracking (On-line & Physical Auctions) Title Management Business Intelligence Inspection Vendors (Home, Office & Dealership)

18 End Of Term Journey CRM HCA s CRM Journey 18 Next Steps Remarketing Automation

19 Solution Overview: Vehicle Grounding 19 Seamless & Consistent SR Navigation Comprehensive SR Information Capture Attachments Odometer & Return Receipt Automated Dealer Grounding Updates Automated for Post Grounding Inspections Comprehensive Grounding View Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO Middleware for real-time updates across applications & Users

20 Solution Overview: Vehicle Inspection 20 Automated & Flexible EOT Accounts List Automated % Allocation and Assignments Batch Inspection & Manual Assignments Two Way Integration On Appointments Automated Integration Results & Details Automated EWU Letter Trigger Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO Middleware for real-time updates. Best in class framework imposed on Inspection vendors.

21 Solution Overview: Repossession 21 Automated Collections Agency Assignment 11 Complex Eligibility Business Rules Streamlined Process - Automating 44 Attributes Repo Agency Fee Exception Approvals Dedicated & Structured Address/Contact Entry 8 Repossession Correspondences Real Time Repo Status Updates to DBK/LPK Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO Middleware for real-time updates across applications & users

22 Solution Overview: Auction Physical & Online 22 Automated Auction Updates Remarketing Queues For Systematic Follow Ups Streamlined Process - Automating 51 Attributes Automated Consignment, Auction Hold, Floor Price Regional, Mileage, Trim Pricing Adjustments Automated Workflows For Floor Price approvals Integrations using TIBCO Middleware for real-time updates across applications & users

23 Key Benefits 23

24 Questions 24 Share your feedback on this session via Twitter Visit Infosys at booth # 1411, Moscone South

25 Thank You 2014 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without the prior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.