1,000 Tata Motors dealer outlets use Oracle’s CRM

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1,000 Tata Motors dealer outlets use Oracle’s CRM

1,000 Tata Motors dealer outlets use Oracle’s CRM to get closer to customers. Tata Motors completes one of the largest deployments of Siebel CRM in the global auto industry; use of Siebel CRM enables Tata Motors significantly enhanced customer service

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More than 15,000 Tata Motors dealer personnel in over 1,000 dealer locations now use Oracle's Siebel Customer Relationship Management (CRM) software to help the company get closer to its customers. Siebel CRM gives Tata Motors a 360-degree view of the customer and helps the company design better offerings based on customer demands and feedback.

Tata Motors , India's largest integrated automaker, started deploying Siebel CRM in 2003 as part of its web-based, centralised dealer management system. As it has a large team of sales and customer support personnel spread across the country, the company decided to use an integrated dealer management system and Siebel CRM to improve its management effectiveness. The dealer management system and Siebel CRM solution were deployed to meet increasing competition from global players, meet the challenges of a cyclical business environment, and overcome the difficulties of a widely dispersed dealer network. The Siebel CRM deployment at Tata Motors and its dealer outlets is one the largest in the global automotive industry.

"Tata Motors took a unique outside-in approach to deploying CRM," said K. R. Sreenivasan, head of CRM & DMS Project, Tata Motors Ltd. "We enabled our dealers' sales, service and marketing processes before rolling out the CRM project for our internal departments. Siebel CRM has empowered our dealers and the company to understand our customers better, resulting in greater customer focus."

Sreenivasan added, "Our customer and vehicle data is now consolidated in a single integrated system with the help of Siebel CRM. This allows us to access up-to-date customer and vehicle information in real-time. It also enables us to carry out sophisticated business intelligence and analytics to help our critical decision making."

"Tata Motors' use of leading edge Siebel analytics tools is providing better information to all of its front-line dealer personnel to improve customer service, based on a 360-degree view of customers," said Krishan Dhawan, managing director, Oracle India. "Tata Motor's extended use of Oracle's Siebel CRM makes it one of the most sophisticated CRM implementations globally."  

Oracle has more than 700 applications customers in India. Oracle's applications customers in India span major industries, including telecommunications, banking, insurance, manufacturing and utilities in both the government and the private sectors.  With over 50 customers using Oracle CRM applications in India, Oracle is the clear market leader in the local CRM market. These include well-known names such as Bharti Airtel , Bank of Maharashtra , UTI Bank, Genpact, IFFCO Tokio, Tata Consultancy Services , Tata Sky and Hutch.

Sourced From: Rediffusion - DYR Public Relations