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Case Study

Creating an innovative web solution to help automotive client leverage their service offerings to increase profitability and customer retention

The client

One of the world's largest automotive manufacturers.

The business challenge faced by the client

The client wanted to leverage their service offerings 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 provided a web solution with unique functionalities and features. The solution provides the customer an integrated view of the range of value added services provided by the client empowering her to pick and choose ones which best suits her requirements.

Key features of the solution:

	User friendly registration to enable individual and group owners to register on the site
	Seamless login to other brand sites
	Ability to choose their preferred 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.
	Created a refreshingly new look, by providing unique features and customer friendly registration process.
	This site is integrated with various web sites for other products and brands and vice-versa.

Personalized service

	The site caters to the specific needs of customers by offering personalized privileges, offers and newsletters.
	It delivers the most accessed information such as maintenance schedules, service reminders and vehicle reference cards on PDA and via the website.
	With the current release a Spanish language version of the site is also available for US customers.

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 re-contact feature customers encourages customers to utilize e-mail as an alternative to the more-costly "snail mail" or phone calls.
	The site also helps in measuring delivery and effectiveness of messages, such as recall notices, etc.

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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