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Tata Motors-CRM & DMS
News By on 18 June, 2007 0 Comments
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Earlier, Tata Motors was using a manual DMS in which every dealer managed details. There was no common database and distribution systems were not standardized. To have all customer-centric transactions on one common hosted system, Tata Motors rolled out a CRM system. The project uses Oracle Siebel CRM applications as a Webbased centralized dealer management system (DMS). The project has improved demand forecasting, planning,
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logistics management as well as inventory management. It is based on a B2B model with channels where a single application works for users from multiple organizations. Currently, the project has been deployed at over 1000 channel partner locations in India and abroad, with training being provided to 14000+ users. The benefits of the project include improved workflow and faster escalation of customer grievances with quicker resolution. With the DRM application, invoice generation is done through an e-dealer, the pricing and taxation is based on dealer-specific formulae, and vehicle allotment is against orders and not
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quotes. The integration with field service module features include inventory management of vehicles and spares through use of FS inventory, service order management etc. Tata Motors used a central data center with a combination of VSATs and VPNs which covers 1600 touch points in India.
Project Specs Business problem: No common customer database, nonstandardized, distributed systems IT solution: A CRM application was deployed
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COMMENTS
hope to win Name hope tp win team Sandeep Chanda Results? sandeep
Impact:
Collaborative
sales
and
when will results declared ,by mail or pcquest website
service with channel partners
Implementation Oracle, IBM
partner:
TCS,
Goutham
Project Head: K R Sreenivasan, Head CRM & DMS Project, Tata Motors
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