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Helping an automotive client increase customer retention
 
 
The client
One of the world's largest automotive manufacturers
 
The business challenge
The client wanted to leverage their service offerings as well as improve online user experience for vehicle owners; in a structured strategy to increase profitability, improve customer retention and sustain their core products. These service offerings range from financial services, multimedia information delivered in the vehicle, credit card services and on-line selection of an appropriate dealer
 
The solution

Wipro not only provided a web solution with unique functionalities and features but also hosts the site which is accessed by more than 4,00,000 users across the US, Mexico and Australia. The solution provides the customer an integrated view of the range of value added services provided by the client empowering the user to pick and choose ones which best suits his/ her requirements.

Key features of the new application:
User friendly registration to enable individual and group owners to register on the site
Seamless login to other branded vehicle sites
Ability for user base to choose their preferred vehicle dealers based on vehicle make/model, Zip code, City.
Facility for issuing email based recall notifications against customers' vehicles.
Earnings and services information about the client's credit card
External links to various services such as financial services etc.
Delivers most accessed information such as maintenance schedules, service reminders, vehicle reference card information on PDA and via the Website
Enables customized privileges, offers and news letters based upon customer requirements to be created
The Membership re-contact strategy allows the client to identify and target customers with less than regular usage of the website.
There is also a Spanish language support for the US geographic region
 
Business benefits
Extended customer touch points
The web solution provides vehicle owners a single point access for all maintenance, service history, and warranty related information on their vehicles.
Information such as earnings summary for credit cards issued by the client, membership status and expiry date for the customer’s services account is also available
Site is integrated with various web sites for other products and brands and vice-versa to promote cross selling
Certified Used Vehicle (CUV) database integration in the U.S. enables
Improving online experience through easy-to-use personalized services
Most accessed information such as maintenance schedules, service reminders and vehicle reference cards on PDA and via the website
Spanish language version of the site is also available for US customers
Pre-registration & PIN code capabilities to allow "one click" registration by customers
Customer Control Panel allows members to easily customize their experience, update personal information, and subscribe service e-mails and manage other preferences all from one place
Diary & calendar services enables members to see all their service reminders, important dates, brand events and holidays in a consolidated month-by-month view
Cost Benefits
The online loyalty management program has reduced the cost of retaining customers by promoting "self service" among the customers through FAQ's, vehicle maintenance tips, problem resolution, etc.
The site also helps in measuring delivery and effectiveness of messages, such as recall notices, etc.
More Targeted Marketing campaigns
Business managers can create targeted online Marketing campaigns based on customer database profiles and demand signals such as online configurators and web site traffic reports
 
Technology used
Database: Oracle 8i
Web Server: iPlanet 4.1, ATG 5.1 (Personalization and Scenario Servers)
Application Server: Weblogic 6.1
Frameworks: Apache Struts 1.0, Data Access Object (DAO)
Others: J2EE, EJB, JSSE
 


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