CON8028_Optimizing Car Buying Experience_Final

Presented with
Optimizing the Car Buying
Experience via Integrated Sales and
Marketing
Edward Choi
Hyundai Capital America
Vinay Joshi
Infosys
Satish Srinivasan
Hyundai Capital America
Michael Ger
Oracle
September 29, 2014
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
The Customer Experience Imperative
1%
BUY
OWN
Market & Sell
Support & Serve
of consumers feel their
expectations for a good
experience are met
86%
of consumers will pay
more for a better
customer experience
89%
of consumers switched
to a competitor after a
poor experience
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
The Opportunity
Integrate The Customer Experience, Create New Value
Integrate The
Customer Experience
BUY
OWN
Market & Sell
Support & Serve
REPURCHASE
 Market
 Sell
 Finance
 Service
 Repurchase
CREATE NEW VALUE
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Optimizing The Car Buying Experience via Integrated
Sales & Marketing – An Auto Captive Perspective
Vinay Joshi
Edward Choi
Satish Srinivasan
Infosys
Hyundai Capital America
Hyundai Capital America
6
Introduction
Edward Choi
Hyundai Capital America
[email protected]
Sathish Srinivasan
Project Manager, HCA
[email protected]
Vinay Joshi
Principal Infosys Ltd.
[email protected]
At Hyundai Capital America, Edward is primarily responsible for managing
HCA’s dealer portal, which serves all Hyundai and Kia dealers in the US. He
occasionally delves into extension projects such as telematics, lead
management, and CRM. In 20 years working in automotive and media
industries, Edward has undertaken diverse roles from strategy to sales
execution, focusing on how technology enhances human interactions.
Sathish is responsible for deploying strategic projects for remarketing business
operations at HCA. Sathish has 18+ years of professional experience in IT
development, support, business analysis and project management. His
experience includes consultancy role for investigating business processes,
systems, identifying lean operation/improvement opportunities and bridging
the needs of business with the use of technology.
Vinay leads Infosys team for west coast Automotive & Auto Captive clients. Vinay
has 16+ years of professional experience consulting space. His experience
include advisory role on strategic programs, solution architecture designing and
business transformations for large scale initiatives across different industry
vertical like Auto Captive Finance, Automotive, Banking & Finance, Utility,
Publishing, Pharmacy Retail etc.
#InfosysAtOOW
Corporate Profile – Hyundai Capital America
Basic Information
National Headquarters: California, USA
Founded:
Coverage:
Employees:
Customer Portfolio:
1989
1,500 + Hyundai and Kia dealerships
1940
1.3 Million +
About HCA (Hyundai Capital America)
Hyundai Capital America is a captive auto finance company providing auto lending solutions
and financial products tailored to meet the needs of customers, both individuals and
businesses. We are committed to enhancing value and improving customer satisfaction
through continuous innovation and superior execution.
#InfosysAtOOW
7
8
Our Vision & Infosys Partnership
Core Value
“We promote a customer-driven corporate culture by providing the best
quality and impeccable service with all values centered on our customers”
Customer Intimacy
Diverse
Yet United
Speed
Customer Delight
Strategy
and
Execution
Never
Ending
Change
Customer Advisory
Principles
#InfosysAtOOW
Quality Commitment
From the ’80s to the 21st century
First Hyundai Car In US: Hyundai Excel
• Designer: Giorgetto Giugiaro (Designer Of The DeLorian)
• 'Best Product #10' by Fortune Magazine
• Record For First-Year Import By Selling 168,882 Cars
#InfosysAtOOW
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From the ’80s to the 21st century
Fast Forward To 2014
• Hyundai – Highest Consumer Loyalty, Quality and Appeal
• KIA – One Of The Coolest & Fastest Growing Brands
#InfosysAtOOW
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11
Understanding Consumer Journey & Loyalty
Consumer Journey & Vehicle Ownership
Key For Consumer Loyalty
#InfosysAtOOW
12
Reality Is Complicated – Need Laser Focus On Execution
LOYALTY
#InfosysAtOOW
13
Complete CRM: Triangle Of Consumer Journey Management
A 360 Degree Approach – Enabling Consumer Interface With Powerful Service Level & Customer Engagements
Dealers
Portal: Dealer Access
Consumers
HCA Marketing
#InfosysAtOOW
HCA Servicing
14
Auto Captive Consumer Journey
Product Development
Application Processing
Initiation of Account
Billing
Payment Process
Contact Management
Collections
Payoff Process
#InfosysAtOOW
15
Auto Captive Consumer Journey
Product Development
Application Processing
Initiation of Account
Billing
Payment Process
Contact Management
Collections
Payoff Process
#InfosysAtOOW
16
Problem Statement & Opportunities
# 1. Change in market landscape supporting new car sales adding pressure to the used car market through increased
volume and lower price
# 2. Leases maturing starting in 2014 continues to increase rapidly with efficiency challenges and requires lot of
manual interventions
# 3. Legacy systems limiting the execution of both customer retention and residual loss mitigation strategies
Automation
End Of Term &
Remarketing
Three Dimensional Engagement
Consumers
Lease Service Life Cycle
#InfosysAtOOW
Intent To
Repurchase
New Lease
Life Cycle
Opportunities
Account Closure
Booking Funding
17
Remarketing Functional Landscape
OEM
(Programs, Warranty &
Build information)
Lease-End Options
(Buyout, Extensions &
Conversions)
Dealer Interfaces
(Prospecting, Buyout,
Grounding & Purchase)
Customer Contacts
(Campaigns, Letters,
Websites, IVR & Dialer)
Remarketing
Operations
Pricing, Segmentation,
Customer survey &
Vehicle Marshalling
Accounting
(Termination, Billing &
Proceeds Reconciliation)
End-of-term
Collections
Asset Tracking
(On-line & Physical
Auctions)
Lease-End agent
(Queues assignments &
Workflow)
Title Management
Business Intelligence
#InfosysAtOOW
Inspection Vendors
(Home, Office &
Dealership)
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End Of Term
Journey CRM
HCA’s CRM Journey
Next Steps
Remarketing
Automation
#InfosysAtOOW
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Solution Overview: Vehicle Grounding
Seamless & Consistent SR
Navigation
Comprehensive SR
Information Capture
Attachments Odometer &
Return Receipt
Automated Dealer
Grounding Updates
Automated for Post
Grounding Inspections
Comprehensive Grounding
View
Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO
Middleware for real-time updates across applications & Users
#InfosysAtOOW
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Solution Overview: Vehicle Inspection
Automated & Flexible EOT
Accounts List
Automated % Allocation and
Assignments
Batch Inspection & Manual
Assignments
Two Way Integration On
Appointments
Automated Integration
Results & Details
Automated EWU Letter
Trigger
Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO Middleware
for real-time updates. Best in class framework imposed on Inspection vendors .
#InfosysAtOOW
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Solution Overview: Repossession
Automated Collections
Agency Assignment
11 Complex Eligibility
Business Rules
Streamlined Process Automating 44 Attributes
Repo Agency Fee Exception
Approvals
Dedicated & Structured
Address/Contact Entry
8 Repossession
Correspondences
Real Time Repo Status
Updates to DBK/LPK
Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO
Middleware for real-time updates across applications & users
#InfosysAtOOW
Solution Overview: Auction – Physical & Online
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Automated Auction Updates
Remarketing Queues For
Systematic Follow Ups
Streamlined Process Automating 51 Attributes
Automated Consignment,
Auction Hold, Floor Price
Regional, Mileage, Trim
Pricing Adjustments
Automated Workflows For
Floor Price approvals
Integrations using TIBCO Middleware for real-time updates across applications & users
#InfosysAtOOW
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Key Benefits
#InfosysAtOOW
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Questions
Share your feedback on this session via Twitter
#InfosysAtOOW
Visit Infosys at booth # 1411, Moscone South
#InfosysAtOOW
Thank You
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