Client Descriptor
Client: A Japanese manufacturer of motorcycles, marine products, and other motorized products
Industry type: Automotive manufacturing
Geography or Areas of operations: Global
Challenge
The client, one of the largest motorcycle manufacturers in the world, manufactures millions of vehicles annually. With the volume of vehicles sold each year, the customer was experiencing problems managing the aftersales business processes. The existing system was creating hindrances in the efficient management of the aftersales business. Speed of resolution was also affecting overall customer satisfaction. The client was looking for an IT partner to help them better control their aftersales business and modernize their legacy system with the Siebel Warranty Management Application..
Solution
Wipro enabled the customer’s aftersales business transformation by streamlining their customer service, warranty administration, and claims processing. Wipro implemented the Siebel-based Warranty Management System over the legacy mainframe system. The new application provided faster claim adjudication due to increased auto-approvals and better control of the warranty process (registration, claim, pre-warranty authorization, and dealer/unit/warranty policy management).
Wipro integrated the Siebel application with the customer’s portal application, used extensively by dealers in many countries. We built multiple inbound and outbound interfaces for managing the flow of data to and from the customer warranty system and enterprise applications like SAP, GFAST, and vendor systems.
Wipro also implemented an email address validation process and a reporting tool to monitor jobs, integrated account profiles (to provide 360 views of dealer information), and created a single-page dashboard for customer information and preventive maintenance.
Business Impact
Wipro’s Siebel Warranty Management implementation ultimately modernized the customer’s legacy systems. The customers now have better control over their after sales business and achieved the following business outcomes:-
Auto OEMs and Dealers are in pursuit of new revenue generation channels and strong customer connect. Better ROI, has made E-commerce platforms the Holy Grail.
Auto OEMs and Dealers are relentlessly working towards enhancing market share. By establishing a technology platform, Wipro is helping them effectively manage the sales leads.
The automotive industry has come a long way since the invention of the steam-powered automobile. Over two centuries of continuous industrialization as well as increasing disposable incomes across the globe have created a huge market for the industry.
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© 2022 Wipro Limited |
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