1. CX IN AUTOMOTIVE INDUSTRY
By
N Dinesh Varma,
Id-14060009.
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2. AUTOMOTIVE INDUSTRY
It is the most important, largest and competitive industry
in manufacturing sector in the Global arena.
It is the key driving sector of the economy.
It plays a significant part in the country’s Gross
Domestic Product (GDP).
It is closely tied to other sectors of the economy.
It requires complex and multidisciplinary technology.
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4. CURRENT MARKET SITUATION
The Indian automotive market is one of the most
competitive markets due to low cost. (Assembly
hub for many foreign manufactures).
India is the second fastest growing automobile
market in the world after China.
Cars is the major segment in the Indian automotive
industry with a growth rate of more than 11%
annually.
The Indian car industry is witnessing a shift in
demand going from two wheelers to cars due to
rising availability of low cost cars.
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6. MAJOR SEGMENTS
Passenger vehicles:
Cars and buses
Commercial vehicles:
Light commercial vehicles –
Goods carrier, mini vans.
Heavy commercial vehicles
– Trucks, Tempo, Tractor
and Tipper/Dumper
Three wheelers:
Rickshaws, Trolleys,
Delivery Vans.
Two wheelers:
Scooters, Motorcycles.
Aside from these four segments
there is also a growing segment
within the electrical car area in
India. Electrical cars are both
economical, efficient and
environment friendly.
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7. MAIN PLAYERS IN INDIAN MARKET
S.No Company Name Segment
1 Maruti Suzuki India Passenger Vehicles
2 TATA Motors Commercial and Passenger
3 Hyundai Motors Passenger Vehicles
4 Ford Motors India Passenger Vehicles
5 Ashok Leyland Commercial Vehicles
6 Hero Motors Limited Two Wheelers
7 Mahindra & Mahindra All
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8. SURVEY BY CISCO ON CX IN AUTOMOTIVE INDUSTRY
Important Facts from the survey conducted by
Cisco Systems in 2013.
It is based on 1514 End-user respondents
belonging to 10 different countries including India.
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9. 1: BUYING EXPERIENCE GOES DIGITAL
Consumers desire a better virtual buying
experience.
83%
17%
Customer Preference in
Research
Online
In person
83% prefer to research cars
online.
17% Prefer to call or go to
dealership in person.
47
37
0 10 20 30 40 50
THIRD PARTY WEBSITE
MANUFACTURES WEBSITE
Trust of Customers Researching
Online
47% trust third-party websites.
37% trust car manufactures
websites.
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10. BUYING EXPERIENCE GOES DIGITAL
Prefer interactive kiosks for information
when they have an option to reach a live
person
Would be confortable using virtual
technology like video to interact with the
car dealership.
Would be willing to use an automated
dealership to service their cars.
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11. AUTOMOBILE COST TRACKING
Consumers seek smarter insights into Auto
operating costs.
Want a device on their car
that tracks their budget for
gas mileage and auto
maintenance.
Want their car to be
able to monitor gas
prices.
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12. COST OF A BETTER DRIVING EXPERIENCE
Consumers trade personal data for savings, safety,
and a personalized experience.
Would allow driving habits to be
monitored to save on
insurance/service maintenance.
Would share height/weight, driving
habits and entertainment
preference for more custom driving
experience.
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13. COST OF A BETTER DRIVING EXPERIENCE
Consumers trade Biometrics data for more personal
vehicle security.
Would provide biometrics(e.g.’
fingerprints, DNA samples etc.) for
personal vehicle security.
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14. CONSUMERS DESIRE MORE AUTOMATED AUTOMOBILES
Consumers Trust Driverless Cars
Of consumers, globally, trust driverless cars –
even more in emerging markets.
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15. SUMMARY
Research
83% online
Shop
37% trust
automaker
websites
Buy
55% virtual
interaction with
dealer to close
deal
Own/service
64%automated
sealer for service
62% device on
car to track cost.
Drive
57% trust
driverless cars
Repurchase
74% share driving habits
60% share biometrics
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16. MARUTI SUZUKI - CX
Maruti created a land-mark in CX by launching a
website for the customers in the year 1998.
Maruti is investing a lot of money and effort in
building customer loyalty programs.
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17. MARUTI SUZUKI CX PRODUCTS
Maruti Auto Card:
Auto Card gives all advantages of an international credit
card in addition an opportunity of earning valuable Auto
points for their next Maruti car.
This is a product by Maruti Suzuki in collaboration with
Citibank and Indian Oil Corporation, launched on Apr 19,
2006.
Maruti True Value Outlet:
Customer can exchange his old car for a new car, by
paying the difference. They are offered loyalty discounts in
return. This helps them retain the customer.
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18. MARUTI SUZUKI CX PRODUCTS
Maruti Call Center:
The company was the first car company in India to
launch a call center in year 2000.
It helped MUL to build an information pool of over 5
million Maruti owners.
Express Service Bays:
To offer its customers a faster car service.
Mega Camps:
These are organized throughout the year.
Activities undertaken during a mega camp include
complimentary car wash, AC and Pollution check etc.
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19. MARUTI SUZUKI CX PRODUCTS
Maruti On-Road Services:
• Round-the-clock services in most of the cities.
• A computerized call-monitoring system dispatches a
mobile MOS van to the customer at the earliest.
Market Research Department:
They study the changing consumer behaviour and
market needs.
They enjoys 70%repeat buyers.
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20. OTHER OFFERS
Complete Car Needs.
Availability of easy finance.
Car Pick up and Delivery facility for Women Owners.
Quality Service Across 1036 Cities
In the J.D. Power CSI Study Maruti Suzuki scored the
highest across all 7 parameters:
1) least problems experienced with vehicle serviced,
2) highest service quality,
3) best in-service experience,
4) best service delivery,
5) best service advisor experience,
6) most user-friendly service and
7) best service initiation experience.
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21. FORD CX PRODUCTS
24x7 ‘roadside assistance’
Web-based customer relationship initiative in 2002.
SAS integration:
SAS platform that supports customer relationship
management (CRM) applications helps ensure high
customer satisfaction levels.
Newsletters as CRM tool:
This helps in building a long-term relationship with
customers.
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22. FORD SERVICE ROADSIDE ASSISTANCE
FORD'S RAPID RESPONSE TEAM.
Roadside Assistance at home or on the road.
Vehicle Recovery
Taxi
The passengers will be provided with one free taxi ride,
up to 50km from the breakdown location, in order to
continue your journey.
Vehicle Recovery following an Accident
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23. FORD
Total Maintenance Plan
Through Total Maintenance Plan the customer gets total
peace of mind and fixed price for the next 3 years.
What is covered
Periodic Maintenance Services as per owner’s manual
Repairs arising out of electrical or mechanical failures
Wear and Tear Parts
Labour for all of the above jobs
What is not covered
Accident Repairs
Tyres and Tyre tubes
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24. TATA MOTORS
CRM capturing customer data
leveraging data to increase
customer interaction
streamlining product
development
Value adding services
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25. TATA CX PRODUCTS
Empower Program is India’s first Multi-Brand
Loyalty Program. The Empower Program is a
unique growing alliance of leading brands you use
regularly.
Advantages:
Earn Higher Empower Points
Accumulate Empower Points Faster
Redeem Empower Points instantly
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26. OTHER PRODUCTS
Gold club membership:
You shall be entitled for priority service at the Dealer
workshop, where you have registered for the
membership. No prior appointment shall be required.
Costumer education meets
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28. KEY BENEFITS
Improves demand forecasting, planning, and
logistics and inventory management.
Offers 360-degree view of customer and vehicle
information.
Enhances product quality and increases revenues
from both vehicle sales and after-sales parts
business
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