Download An Exceptional Customer Experience

Solution Overview
Automotive
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Automotive Marketing, Sales, and Aftermarket
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Driving Distribution Transformation
Transform Distribution
Seize New Opportunities
Automotive customers are informed and have high expectations for the vehicles
and products they buy. And, they are well attuned to the overall buying and the
ownership experience. Best-run automotive companies meet and exceed these
expectations with a 360-degree view of their customers and vehicles.
Gain Complete Insight
SAP Innovations
Competition for market share is at an all-time
high with unprecedented pressure to increase
customer satisfaction, while making sales and
service structures and processes more efficient.
There’s enormous growth potential in emerging
markets as they rapidly expand; however,
mature markets continue to stagnate. This
trend is driving automotive companies to
innovate. And with access to more information
and choices than ever before, customers
are becoming increasingly fickle and brand
agnostic.
2 / 29
With customers intending to keep their vehicles
longer in mature markets, the erosion of new
vehicle sales opportunities is counter-balanced
by new opportunities to build servicing and
repair business outside of the initial warranty
period. It’s now more important than ever to
deliver a first-rate service experience during the
warranty period. Leverage customer-centric
systems that provide visibility into all aspects
of the buying and ownership experience based
on a complete 360-degree view into the vehicle
and the customer.
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Delivering a Superior Customer Experience
Transform Distribution
Seize New Opportunities
Escalated competition, more-informed customers, new technologies, and increased
regulations present formidable challenges to automotive companies. Yet, these
factors also create new opportunities to drive innovative marketing, sales and
after-sales capabilities, and a superior customer experience.
Gain Complete Insight
SAP Innovations
Best-Run Automotive
Companies
It is vital to speed past the competition by
optimizing the customer’s shopping, buying,
and ownership experience. To grow market
share, deliver a delightful customer experience
that’s based on a 360-degree view of customers and vehicles.
Of course, providing personalized customer
and vehicle marketing activities is vital.
Through increased dealer knowledge and
actionable intelligence, automotive companies
can efficiently deliver a premium experience
and increase loyalty to both the brand and
dealers.
Integrate channel partners for higher visibility
through complete collaboration, and increase
process efficiency and profitability through
automation.
Leverage full transparency through the vehicle
distribution chain with real-time synchronization
of supply and demand to predict exact availability and delivery date.
3 / 29
And put the brakes on inefficiency and better
support warranty management by reducing
errors and redundant effort with automated
warranty claim submission and reimbursement.
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Boosting Customer Satisfaction
Transform Distribution
Seize New Opportunities
Competition is fierce, and anything less than exceptional customer service
won’t deliver results. Tune up the efficiency of your sales and service operations,
increase customer satisfaction, and grow market share by using an enterprisewide collaboration and a complete view of vehicles and customers.
Gain Complete Insight
SAP Innovations
14%
Higher customer satisfaction
for top 25% organizations
when compared to average
organizations
Source: SAP Performance
Benchmarking
The data explosion, a shift to digital marketing,
and changing consumer demographics are
transforming automotive marketing.
Successful automotive sales and marketing
organizations use real-time customer insights
and industry-leading best practices to
differentiate themselves in a crowded market.
Leverage Big Data – such as telemetric,
warranty, or consumer data – to transform the
marketing organization and better engage
customers with relevant content and actions
that build lasting customer loyalty.
Adapt or perish. Customers are evolving, and
success will go to sales teams that realign their
selling systems with customer-buying processes. Make every customer conversation count.
Empower your sales people with intuitive
collaboration, sales agility, and meaningful
customer insight.
4 / 29
Streamline service operations to increase
efficiency and reduce costs, using virtual
contact center, collaboration, scheduling
optimization, and enterprise mobility. Leverage
insights, key performance indicators, and
customer feedback to improve service.
And finally, increase profitability with insights
from past transactions and customer interactions. Create relevant service offerings that
drive loyalty.
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
SAP Innovations
Transform Distribution
Seize New Opportunities
Find efficiencies across the entire product lifecycle, while driving differentiation,
competitive advantage, and market share. The accelerating pace of IT innovation
opens up new opportunities for automotive companies to create new products, new
processes, and new business technology platforms.
Gain Complete Insight
SAP Innovations
SAP has invested heavily in technology
designed to provide enormous benefits for
automotive companies. This technology helps
speed up product innovation times, improve
quality, enable profitable manufacturing, and
provide greater customer satisfaction.
Mobile solutions from SAP enable every aspect
of the business to run faster and more efficiently. They provide employees with access to
critical intelligence for engineering, manufacturing, supply chain, sales, and service organizations – anytime, anywhere.
The SAP HANA platform empowers automotive
companies to rapidly analyze huge volumes of
business, quality, and customer data in real
time. Derive actionable intelligence from
processing vast amounts of highly variable data
to accelerate innovation and improve quality,
leading to new competitive advantages.
Cloud-based solutions deliver competitive
advantage and cost efficiencies by providing
on-demand solutions to support missioncritical services.
5 / 29
Powerful analytic solutions that integrate with
SAP and non-SAP applications and data
sources can help rapidly conquer a diverse
set of automotive-specific challenges.
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
SAP Solutions
Customer Service
SAP Innovations
References
Contact Us
An Exceptional Customer Experience
Marketing, Sales, and Service
Excellence in sales and service operations requires a 360-degree view of
customers and vehicles to meet the high expectations of well-informed customers.
Enhanced Satisfaction
Insight and Action
Optimized Sales
Enhanced Customer Satisfaction
Compete in the race for market share by addressing market dynamics to increase
customer satisfaction and improve operational efficiency.
Multichannel Marketing
Insight and Action
Empower sales and marketing organizations with a true 360-degree view of their
customers.
Optimized Sales
Move into the sales fast lane with a more strategic sales approach and leave tactical
and price-driven sales initiatives behind.
Multichannel Marketing Management
Grow market share in a collaborative way across the automotive distribution chain,
and inspire brand advocates who are loyal and passionate.
6 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
SAP Solutions
Customer Service
SAP Innovations
References
Contact Us
Serving a New Retail Business
Marketing, Sales, and Service
Enhanced Satisfaction
Insight and Action
Successful auto retailing organizations are tuning up
customer satisfaction levels, operational efficiency, cash
flow, and profitability. Leverage horizontal and vertical
integration to optimize operations and create a customercentric approach at your dealership or dealer group.
Optimized Sales
Multichannel Marketing
Increased competition, growing market
complexity, and economic uncertainty are
driving big changes in the automotive retail
environment.
Use integrated office functionality to leverage
data about sales transactions, contacts,
customers, and vehicles to create targeted
marketing and trigger follow-up activities.
Best-run organizations are leveraging
comprehensive dealer management systems
to create consistent processes that meet
customers’ needs and maximize dealer profits.
By utilizing a single, integrated solution, stakeholders can make more-informed decisions,
better serve customers, and execute more
efficiently across multiple brands, territories,
and dealer locations. This in turn drives
improved margins with processes that make it
easier for customers to buy vehicles, acquire
needed services, parts, or accessories.
Optimize existing customer relationships and
attract prospects. Make critical vehicle, sales,
and customer information accessible to sales
personnel.
7 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
SAP Solutions
Customer Service
SAP Innovations
References
Contact Us
Optimizing the Vehicle Distribution Chain
Marketing, Sales, and Service
Enhanced Satisfaction
Insight and Action
Increasing channel efficiency and transparency over
operations, the vehicle distribution chain, profitability, and
customer satisfaction are all keys to success. Rev up your
customer satisfaction levels, retention rates, and market
share.
Optimized Sales
Multichannel Marketing
The emergence of multibrand sales organizations and the consolidation of dealers into
dealer groups and multifranchises have created
new complexities and challenges for automotive
marketers. At the same time, automotive customers are more informed and more demanding.
Today, a positive ownership experience is a
prerequisite of ongoing customer loyalty. As all
channel partners increase their focus on the
customer and the vehicle, it’s essential to help
ensure the value of a customer is visible,
accessible, and consistent. It’s critical to align
communication between the different channel
partners to meet customer expectations and
leverage the opportunity to deliver a complete
customer experience – from shopping to
buying, owning, and disposing – that ultimately
builds an enduring customer relationship.
As global profit margins decline, increasing
channel efficiency and transparency across the
vehicle distribution chain to enhance customer
satisfaction are critical to succeed.
8 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
SAP Solutions
Customer Service
SAP Innovations
References
Contact Us
Excelling in Service and Warranty
Marketing, Sales, and Service
Enhanced Satisfaction
Insight and Action
The real value of a customer is realized over time – not
just at the point of purchase. Actionable intelligence of
the customer, the vehicle, and service history empowers
automotive companies to drive greater customer
satisfaction and foster loyalty to the brand and dealership.
Optimized Sales
Multichannel Marketing
The strategic importance of the service
business cannot be overstated. It is a vital link
between customer loyalty and retention.
Deliver a personalized customer experience
with comprehensive access to vehicle sales
and service history data and transparency
across the channel. With a lack of timely
and accurate transaction data, process
collaboration is ineffective – leading to service
performance that is stuck in low gear.
Delivering an efficient after-sales service is
crucial to profitability and success and requires
a comprehensive, tightly integrated, crossfunctional process. Of course, effective and
efficient service during the warranty period is
also a valuable enticement for customers and
becomes a significant factor in the purchase
decision.
With the processes and technologies in place
to deliver service excellence, automotive
companies ensure that the right parts
and services are provided at the right place,
the right time, and at the right price.
9 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
SAP Solutions
Customer Service
SAP Innovations
References
Contact Us
Managing Multichannel Marketing
Marketing, Sales, and Service
Enhanced Satisfaction
Insight and Action
Optimized Sales
Multichannel Marketing
Marketing channels are blurring. Customers expect a
seamless experience whether at the dealership, online on
their desktops, or mobile devices. With collaborative, realtime multichannel marketing, customer satisfaction can
grow through optimized segmentation and target
marketing strategies.
Transform the marketing organization into a
nimble, responsive, and high-speed machine.
Effortlessly accelerate marketing operations
with increased visibility into marketing plans
and processes to make quicker, more-informed
decisions. Accelerate collaboration functionality
to help ensure optimal outcomes.
To be successful, the ability to accurately target
your audience with compelling, relevant, and
contextual messages is vital. Engage your
customers with personalized experiences that
build ongoing loyalty.
Best-run automotive marketers harvest Big
Data to gain key customer insights. They
also take action by using that intelligence to
accurately segment target audiences and
leverage customer relationship marketing
solutions to better connect with their customers.
With better organization-wide visibility and
collaboration, marketers can optimize
resources, processes, assets, people,
campaigns, and partners to increase
conversion rates and engender customer
loyalty.
10 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Marketing, Sales, and Aftermarket Value Map
SAP Solutions
SAP solutions address key requirements of marketing, sales, and aftermarket organizations.
Dealer Business Management
Vehicle Sales Management
Dealer Business
Management
Vehicle Sales
and
Administration
Parts
Management
Vehicle
Management
Vehicle
Ordering and
Administration
Sales and
Distribution
Customer
Service, Support,
and Warranty
Management
Service
Contract
Management
Field Service
Management
Complaints,
Returns, and
Warranty
Management
Multichannel
Marketing
Management
Customer
Insight and
Segmentation
Campaign
Management
Loyalty
Management
Service and Warranty
Management
Multichannel Marketing
11 / 29
Vehicle Service
Social Media
Analysis and
Engagement
Real-Time
Offer
Management
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Dealer Business Management
SAP Solutions
Put the customer first in a new era of vehicle retail
business.
Dealer Business Management
Leverage flexible systems with robust functionality and real-time
data to drive enhanced sales and service processes. Streamline
business operations, improve employee efficiency, and build
profitable customer relationships by creating a positive ownership
experience after the purchase.
Vehicle Sales Management
Service and Warranty
Management
Multichannel Marketing
Vehicle
Sales and
Administration
Minimize administration, finance, and daily operational activities of vehicle
sales, while leveraging build-to-order processes. Link customer requests
and vehicle orders with existing stock at the site, within the enterprise, and
in the pipeline. This enables the ability to continuously sell more vehicles,
services, and accessories at better margins.
Vehicle Service
Tap into comprehensive vehicle data to deliver a premium customer service
experience for an increased share of wallet, improved customer retention,
and stronger loyalty.
Parts
Management
Drive optimal inventory levels by integrating parts availability with workshop
requirements, and counter sales with increased inventory turnover.
12 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Vehicle Sales Management
SAP Solutions
Dealer Business Management
Vehicle Sales Management
Optimize vehicle distribution chains to improve sales.
It’s critical to streamline vehicle-ordering processes, especially when
working across multiple brands and regions. Synchronize supply and
demand by automatically allocating vehicles to dealers and reducing
inventory to increase transparency and efficiency over operations
and the vehicle distribution chain.
Service and Warranty
Management
Multichannel Marketing
Sales and
Distribution
Manage the entire vehicle lifecycle to deliver the right vehicle to the right
place at the right time. Improve vehicle distribution and allocation by
optimizing customized orders and trade-ins.
15%
Vehicle
Ordering and
Administration
Leverage real-time information and gain comprehensive visibility into the
supply chain to place orders earlier. See planned vehicles, unsold vehicles
in production, and used returns from fleet customers by enabling search
capabilities across the whole pipeline.
Lower inventory-carrying cost
for organizations that align
supply to demand
Source: SAP Performance
Benchmarking
13 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Service, Support, and Warranty Management
SAP Solutions
Dealer Business Management
Vehicle Sales Management
Streamline processes for efficient after-sales service.
Increase loyalty, reduce cost, and improve profitability. Maximize
service profitability by integrating service operations with marketing
and sales applications. Provide automated warranty and claim
processes through effective collaboration with business partners.
Service and Warranty
Management
Multichannel Marketing
Service Contract
Management
Manage service contracts and service-level agreements to meet customer
expectations, drive revenue, and achieve consistent service compliance.
Field Service
Management
Streamline resource utilization and allocation processes. Schedule available
and qualified resources to address customer demands. Optimize service
processes to gain competitive advantage. Focus on more value-added
activities that improve financial performance as well as the speed and
quality of customer service.
Complaints,
Returns, and
Warranty
Management
Automate the complaint workflow, return authorizations, reverse logistics,
and depot repair to shorten the return cycle and reduce costs. Provide an
efficient warranty and claim management system to manage warranties,
collaborate with channel partners, and optimize warranty operations.
14 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Multichannel Marketing Management
SAP Solutions
Deliver a seamless customer experience across all
channels.
Dealer Business Management
Leverage key insights – such as customer behavior and sentiments –
to optimize targeting. Plan and manage cross-channel marketing
activities through all relevant interaction channels, including loyalty
programs to reward high-value customers. Make intelligent real-time
offers to influence customers.
Vehicle Sales Management
Service and Warranty
Management
Multichannel Marketing
24%
Of organizations leverage
multichannel communication
to optimize customer contact
Source: SAP Performance
Benchmarking
Insight and
Segmentation
Identify and seize new market opportunities with insight into fast-changing
behaviors. Leverage customer data to accurately segment and optimize
targeting.
Campaign
Management
Support multichannel planning and execution across e-mail, Web, call
center, mobile, and social media channels to provide consistent customer
experiences that improve customer satisfaction and increase sales.
Loyalty
Management
Plan, manage, and execute multichannel loyalty programs. Incent and
reward customers for profitable behaviors.
Social Media
Engagement
Real-Time Offer
Management
Listen, monitor, and engage directly with customers through social media to
build closer relationships and create brand advocates.
Provide personalized, real-time offers and recommendations through the
best channels at the best times to influence purchasing decisions.
15 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations References
Contact Us
SAP Innovations
SAP Innovations
SAP HANA
Mobile
In a world where customers are better informed, socially
connected, and increasingly demanding, organizations
need to harness Big Data to stay ahead of the game and
use analytic tools to make insightful business decisions in
the moment.
Analytics
Cloud
SAP HANA
Rapidly analyze huge volumes of business, quality, and customer data in
real time to derive actionable intelligence and competitive advantage.
80%
Mobile
Unwire your employees with access to critical intelligence across engineering, manufacturing, supply chain, sales and service organizations –
anytime, anywhere.
Of decision makers think
access to the right information
at the right time is critical to
their business
Analytics
Rapidly conquer a diverse set of automotive-specific challenges with
targeted insights.
Cloud
Gain critical competitive advantage and cost efficiencies by providing
on-demand solutions to support mission-critical services.
Source: SAP Performance
Benchmarking
16 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations References
Contact Us
SAP HANA
SAP Innovations
SAP HANA
Mobile
Analytics
Cloud
53%
Of organizations report a big
gap between the availability of
Big Data and their ability to
analyze it for insights
Source: SAP Performance
Benchmarking
Big Data provides a great opportunity for innovative
marketers to take advantage of hidden customer and
market insights. With SAP HANA, companies have the
ability to rapidly process and analyze information to gain
the ultimate marketing reward – becoming market leaders
in their industries.
Insight and Segmentation
Use structured and unstructured customer information – from both internal and external sources –
to develop a complete view of your customers. Big Data solutions powered by SAP HANA allow
marketers to analyze and gain insights from data captured on social media Web sites, e-mails, or a
text field on a service ticket.
Marketing Analytics
Empower marketers with incremental real-time updates of customer and market information, such
as customer sentiment insights and sales pipeline analysis. With up-to-the-minute information from
SAP HANA, strategies can be optimized within hours – instead of weeks – to gain first-mover
advantage and race ahead of the competition.
Channel Marketing Management
Manage a unified buying experience across all channels through a single e-commerce platform for
business-to-consumer and business-to-business transactions.
17 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations References
Contact Us
Mobile
SAP Innovations
SAP HANA
Mobile
Analytics
Cloud
40%
Higher employee productivity
where mobile access is
provided to employees across
all levels
Source: SAP Performance
Benchmarking
Influencing consumer behavior at the point of sale is
key to improving offer conversion. Empower your sales
team to accelerate sales, improve margins, and promote
customer loyalty with real-time access to relevant insights,
products and services, orders, and opportunities –
anywhere, anytime.
Mobile Offer
Management
Leverage content and information about customers, promotions, and in-store
inventory in real time by using the SAP Precision Retailing solution.
Integration with back-end systems provides up-to-the-minute data on vehicle
or spare parts availability, helping to ensure that offers do not promote outof-stock products.
A Mobile Suite
for Sales
Make more effective decisions on the fly with mobile access to key
customer, market, and enterprise information. Use any mobile device to
handle tasks, such as expense entry and approvals. Speed up the sales
cycle by creating quotes and orders on the go and better manage leads,
appointments, tasks, calls, and e-mails.
Mobile Service
Apps for Tablets
Support and empower automotive service employees to provide superior
service. Using the Mobile Service Advisor iPad app from Proaxia Consulting
Group, an SAP partner, service managers can access necessary information about customers and their vehicles. And then, they can open relevant
workshop orders to provide a more efficient and satisfying customer
experience.
18 / 29
© 2013 SAP AG or an SAP affiliate company.
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Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations References
Contact Us
Analytics
SAP Innovations
SAP HANA
Mobile
Analytics
Cloud
25%
Lower days sales outstanding
where key order metrics can
be analyzed across customer,
order, geography, and
product line
Source: SAP Performance
Benchmarking
Achieve up-to-the-minute visibility into key sales
performance indicators across every facet of your
sales organization. By leveraging advanced analytics,
marketers can uncover hidden market trends and true
customer sentiments and use these insights to drive
marketing efforts and delight customers.
Sentiment
Analysis
Select external and internal data sources to listen, monitor, and react to
customer sentiments to closely align market sentiment with sales campaigns, promotions, and service activities.
Predictive
Analytics
Gain deep customer insights with advanced statistical methods and tools.
Anticipate customer buying behavior with advanced data visualization and
gain a competitive edge with efficient forecasting and planning.
Customer Value
Intelligence
Leverage high volumes of data to analyze your customers based on a wide
range of criteria to develop a better understanding of customer value.
Customer
Account
Intelligence
Grow revenue and margin strategically by investing the right resources in
the right customers, products, and channels. Drive real-time recommendations on which customers to target with which offerings.
Sales Pipeline
Analysis
Enable insight-driven sales execution and heightened visibility into your
pipeline performance. Analyze data at any time to make informed decisions
on pipeline health and avoid unwelcome surprises at the end of the quarter.
19 / 29
© 2013 SAP AG or an SAP affiliate company.
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Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations References
Contact Us
Cloud
SAP Innovations
SAP HANA
Mobile
Analytics
Cloud
85%
Of decision makers believe
cloud solutions will have a
major impact on efficiencies,
innovation, or competitive
differentiation
Source: SAP Performance
Benchmarking
Go beyond traditional sales force automation and enable
collaboration for optimal decision making. Best-run
automotive sales and marketing organizations deploy
cloud solutions to move into the fast lane with flexible
global sales networks that can quickly scale to enable
comprehensive sales processes.
Collaborate on a
Social Platform
Increase collaboration in a systemic way with the SAP Jam social software
platform. Share information with key stakeholders, and plan and manage
marketing activities collaboratively. Work with customers or vendors to
strategize, brainstorm, share information, or discuss key topics. And align
with sales teams for competitive intelligence.
Listen and
Engage
Access key customer and marketing insights with the SAP Social
OnDemand solution and view enterprise data along with social media data
from Twitter and Facebook, together on one screen. This enables real-time
insights into key trends and topics that are being discussed by customers.
Close More
Deals
Go beyond traditional sales force automation with intuitive, next-generation
mobile solutions that help sales reps sell more effectively. Harness the
collective smarts of the entire sales organization through social collaboration. Stay informed with less effort through real-time, cost-effective access
to back-office systems.
20 / 29
© 2013 SAP AG or an SAP affiliate company.
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Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Best-Run Customers
Best-Run Customers
79% of Global Fortune 500 companies run SAP.
Al-Mansour Automotive
100% of the top-scoring companies in the Dow Jones Sustainability World Index
rely on SAP.
Colmobil
Hyundai-Sime Darby Motors
85% of the top 100 most valued brands in the world run SAP.
TMHU
77,000 vehicles are manufactured by SAP customers every day.
Why SAP?
Over 3,000 automotive companies worldwide rely on SAP.
21 / 29
© 2013 SAP AG or an SAP affiliate company.
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Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Customer Co-Innovation
Best-Run Customers
Al-Mansour Automotive
SAP co-innovates with leading automotive companies through the Global
Automotive Executive Advisory Council to drive priorities. Its member companies
spur co-innovations and enhancements across the entire automotive value chain.
Colmobil
Hyundai-Sime Darby Motors
TMHU
Automotive Executive Advisory Council
Enabling executives to discuss and guide new business innovations, technologies, and best
practices to support best-run companies.
Why SAP?
45
Companies that are regular
members of the Automotive
Executive Advisory Council
22 / 29
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Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Best-Run Customers
Al-Mansour Automotive
Colmobil
Hyundai-Sime Darby Motors

Al-Mansour Automotive Company is one of Egypt’s largest
importers, distributors, and retailers of motor vehicles, and
it’s the sole distributor of General Motors products.
The firm has a total market share of 27.7% and wanted to increase that
penetration via initiatives to generate more sales and improve service.
That’s why it turned to SAP Business Suite software and solutions from
the SAP for Automotive solution portfolio.
TMHU
Key Benefits
Why SAP?





Enabled growth plans without commensurate increase in headcount
Maintained highest operational KPIs of any regional GM distributor
Enhanced Inventory control
Improved customer satisfaction
Shortened distribution delivery times
23 / 29
Improved customer
satisfaction with
reduced delivery
times

Remarkable
productivity gains

Streamlined
process and work
flows
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Best-Run Customers
Colmobil Corporation of Rosh Ha’ayin, Israel, is the country’s
leading auto importer.

TMHU
When you’re the number one enterprise in your industry and you want to
stay there, what’s your best move? Faced with that question, the
company decided the answer was to shift its focus from the product to
the customer. Implementing a wide-ranging SAP solution, Colmobil has
now positioned itself to remain the preeminent auto importer in the Israeli
market for the foreseeable future.
Enhanced platform for
handling business
needs through an
integrated, scalable,
and flexible software
solution
Why SAP?
Key Benefits

Al-Mansour Automotive
Colmobil
Hyundai-Sime Darby Motors




New flexibility to be customer focused rather than product focused
Better visibility of the entire business
Support for new marketing initiatives
Information technology to keep pace with company’s growth and
advancement
Better control and
collaboration across
operations by
integrating processes

“We had a diversity of processes that didn’t allow for a clear, unified
picture of the business from management’s point of view. By implementing SAP software, we transformed our entire business, not just our
technology.”
Gil Katz, CIO, Colmobil Corporation
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Foundation for better
understanding of
customers and for
increased support of
marketing and
customer service
efforts
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All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
Best-Run Customers
Al-Mansour Automotive
Colmobil
Hyundai-Sime Darby Motors Sdn Bhd (HSDM) is the sole
distributor for the Hyundai brand in Malaysia. Its parent
company, Sime Darby Motors, is a major automotive player in
the Asia Pacific region.
TMHU
HSDM successfully streamlined its own business processes, including
dealer collaboration and the ordering process, with the SAP ERP
application and SAP for Automotive solutions. Now, dealers can focus on
generating sales and improving services to customers.
Why SAP?
Key Benefits
Hyundai-Sime Darby Motors




Gave dealers access to real-time information
Enhanced collaboration with dealers
Improved visibility of sales and service transactions
Enables tracking of the entire vehicle lifecycle – from production to
registration
 Reduced person-hours required for tedious reconciliation across
software modules
25 / 29

Reduced order-toinvoice cycle time
from 5 days to
2 days

Decreased vehicle
allocation time from
2 days to a few
minutes

Streamlined
communication
via speedy
extraction of data
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All rights reserved.
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
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Best-Run Customers
Al-Mansour Automotive
Colmobil
Hyundai-Sime Darby Motors
As the country’s leading lift truck supplier, Toyota Material
Handling U.S.A. Inc. (TMHU) supports independent dealers
nationwide.
15%
TMHU chose SAP software, including the SAP Customer Relationship
Management application, to improve sales visibility and accuracy of
dealer sales quotations. TMHU also gained efficiency in order processing
and the management of its dealer discounts.
TMHU
85%
Reduction in order
confirmation times
Key Benefits
Why SAP?
Improvement in
market awareness
 Increased win rates with integrated lead management and marketing
analytics
 Improved sales team productivity
 Enhanced the accuracy of sales quotations
 Improved visibility into sales pipelines and end-user pricing
 Achieved significant savings due to eliminating variance in dealer
discounts
26 / 29
100%
Accuracy of sales
quotation and
dealer discount
spend
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Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
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Why SAP?
Best-Run Customers
Al-Mansour Automotive
SAP solutions empower automotive companies to accelerate product innovation,
improve quality, reduce manufacturing costs, and sell and service vehicles more
profitably. This helps drive market share growth in a highly competitive global
market.
Colmobil
Hyundai-Sime Darby Motors
TMHU
Why SAP?
Tightly Integrated Comprehensive Business Solutions
SAP offers automotive companies a comprehensive and fully integrated portfolio of business
solutions.
Leveraging Breakthrough Innovations
The SAP solution portfolio delivers a robust and innovative technology foundation for automotive
companies and includes applications, in-memory computing, mobile solutions, analytics, and cloud
solutions. The full portfolio optimizes business processes and drives efficiency at the lowest
possible cost.
Delivering Value to the Automotive Industry for over 40 Years
The world’s most successful automotive manufacturers, suppliers, and sales and service organizations rely on SAP software and services to provide the foundation that drives performance and
competitive edge.
27 / 29
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Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
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generate clear, tangible value – not someday, but today.
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28 / 29
© 2013 SAP AG or an SAP affiliate company.
All rights reserved.
Solution Overview
Automotive
Executive
Summary
Exceptional
Customer Service
SAP Solutions
SAP Innovations
References
Contact Us
CMP 23924 (13/04)
Go for a test-drive at sap.com/industries/automotive
Find out more at http://scn.sap.com/community/automotive
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