After Sales

With profit margins in the car sales business witnessing rapid decline and lifespans undergoing continuous extensions, the after sales businesses are becoming increasingly important. Digital marketing of after-market components and service equipment has changed the dynamics of the after sales business of global OEMs. These, combined with the need for increased customer satisfaction, retention and brand equity, calls for a holistic management of after sales business in the digital era.

How Wipro Helps

Our key offerings in After Sales area cover the following processes:

  • Warranty Management and Analytics
  • Customer Experience Management
  • Service Parts and Accessories Management
  • Telematics and Connected Vehicle Services
  • Remanufacturing

Our service offerings:

Warranty Management & Analytics

  • Global factory warranty implementation experience across multiple product platforms, including SAP ECC Warranty, Siebel CRM Warranty, 4CS Warranty at global OEMs across Americas and Asia
  • A single standardized Global Warranty Management platform across the organization
  • Customized Warranty Analytics solution on multiple products including SAP BW, Siebel CRM
  • Warranty solutions with focus on claims automation, enhanced collaboration, fraud detection, and parts return
  • Ready to use business process maps and industry best practices
  • End-to-end warranty service including hosting and Warranty Process Outsourcing
  • Point solution on early warning driven warranty analytics, WiqTr, which is based on a US approved patent
  • Rich expertise in associated processes of Dealer Management Systems and integrations
  • Flexible pricing models including on-premise and cloud - hosted platforms
  • Experience in developing automotive warranty mobile apps
  • Integration with telematics based remote diagnostics and deriving early warning insights

Customer Experience Management

  • Covers data regarding the customer, their vehicles, service history, call center interactions, owner loyalty, etc. thereby providing a central, aggregated view of customer data to enable key decision making
  • Wipro helps in aggregating data from across multiple disparate systems to provide a holistic view to predict customer disloyalty issues and address them in a timely manner to prevent complete defection
  • 360 degree customer feedback through social media integrations, and deriving insights to improve product and process designs

Service Parts & Accessories Management

  • The market adaptive pricing partner solution constantly monitors prevailing retail prices of an OEM product basket and predicts trends that helps OEM decide prices on periodic basis
  • The digital catalogue, publications and manuals are an integrated e-catalogue, with OEM ERP system, that is updated real time for faster market reach
  • Expertise in building analytical dashboards to monitor movement of stocks at distributor and retailer level to analyze primary and secondary sales

Telematics and Connected Vehicle Services

  • Wipro's Connected Car solution offerings include security, service & maintenance, vehicle health and monitoring, value-added services, subscriber management, location based services, asset visibility, operations monitoring, social media integrations, mobility apps support, media support, analytics and reporting, service center support, remote care, fleet management, fuel and eco initiatives
  • Enable application development, firmware development, hosting and data center, application maintenance, CRM/ERP and third party integrations, and 24x7 support
  • Experience in developing both embedded and tethered based operating models
  • Advanced analytics with in-depth views, including Vehicle Health Monitoring, condition based maintenance triggers, detecting dependencies amongst vehicle health problems, vehicle depreciation analysis
  • Driving behavior analytics
  • Vehicle health trend analysis, vehicle malfunction and location analysis, detecting patterns of dependencies among vehicle health issues, location based geospatial analysis
  • Connected Car platform based mobile apps for faster decision making

Remanufacturing

  • Wipro is a member of Motor Equipment Remanufacturers Association (MERA) and has a research partnership with Rochester Institute of Technology for product design and development of Reman technology
  • We have also built a SAP certified Rapid Deployment Solution for remanufacturing. This helps manufacturers to align their processes to the changes of remanufacturing
  • Provide a service analytics solution to evaluate product condition, helping take decisions on when to decommission to make sure manufacturers and their customers maximize product utilization for multiple lifecycles