Slide deck from last year's NTT booth presentation at #DF14

1. Salesforce.com as Sales Machine
for Automotive OEMs
Oliver Koeth
NTT DATA Deutschland GmbH
#DF14

2. Linda is buying a car…
Interest Request Change Test Drive Final Offer Purchase
Internet
Call
Centre
Dealer
Mobile
Agent
Configure car in the Internet

3. Linda is buying a car…
Interest Request Change Test Drive Final Offer Purchase
Internet
Call
Centre
Dealer
Mobile
Agent
Refine configuration in dealership

4. Linda is buying a car…
Interest Request Change Test Drive Final Offer Purchase
Internet
Call
Centre
Dealer
Mobile
Agent
Change options through call centre

5. Linda is buying a car…
Interest Request Change Test Drive Final Offer Purchase
Internet
Call
Centre
Dealer
Mobile
Agent
Test drive at customer site

6. Linda is buying a car…
Interest Request Change Test Drive Final Offer Purchase
Internet
Call
Centre
Dealer
Mobile
Agent
Close deal in time

7. The customer and the OEM
OEM
Digital
Phone
Dealer
Car
Social
…
Car Sales
Car Service
Motorcycle
Fleet
Car Sharing
Mobility
Content Apps
Concierge
Connectivity
Driver
Decision Maker
Owner
User
Borrower
Purchaser
Fleet Operator

8. The complex business model left its mark on
the IT Landscape of Automotive OEMs
Advocate
Shop again
or churn
Share
Experience
Maintain/
Service/
Repair
Enjoy
Drive/
Travel
Finance &
Insure
Select &
Purchase
Configure
Gather Info/
Compare/
Test Drive
Get
Inspired
Dream &
Scheme
Acquire or Obtain Travel & Enjoy
Dispose /
Repeat
RetailWholesale
Large Market CRM
Digital Platform
Incadea
Autoline
Retail Aftersales Front Ends
Formula 1 etc.
Small Market CRM
…
Customer Id
Retail Front Ends
Retail CRM

9. Retail integration is one driver for fragmentation.
Future business models will be another
Put
Initial Focus
On Sales
 Cross channel, process, brand, market, segment
 Complete, consistent, and real-time 360° customer view
 Transparent, efficient and effective sales funnel
 Add immediate value for dealers, avoid upfront invest
 Scales up for large markets, scales down for small markets
 Incremental impl – reuse of existing assets and interfaces
 Fast and flexible response to new requirements
Features of the “Sales Machine”

10. Cloud technology as key enabler for integrated
Automotive CRM solutions
Retail Driven Wholesale Driven
= Implemented on Retail Side = Implemented in Wholesale CRM
Retail Wholesale
Customer DataCustomer Data
Campaign Mgmt
Retail Wholesale
Campaign Mgmt
Lead MgmtLead Mgmt
Complaint MgmtComplaint Mgmt
Focus on retail: Focus on wholesale:
Customer DataCustomer Data
Campaign MgmtCampaign Mgmt
Lead MgmtLead Mgmt
Complaint MgmtComplaint Mgmt
Scope Scope
NTT Blueprint for Integrated CRM
Retail Wholesale
Customer Data
Campaign Management
Lead Management
Complaint Management
Focus on wholesale / retail integration:
Scope

11. The NTT blueprint delivers immediate benefits for
Automotive OEMs
= Implemented on Retail Side = Implemented in Wholesale CRM
NTT Blueprint for Integrated CRM
Retail Wholesale
Customer Data
Campaign Management
Lead Management
Complaint Management
Focus on wholesale / retail integration:
Scope
Immediate Benefits:
 Simple frontend integration for dealers
 Elimination of interfaces (e.g. lead management)
 Delivery of immediate value (e.g. retail campaigns)
 Close collaboration (e.g. complaint management)
 Single point of integration (e.g. for customer data)
 Flexible integration of new media (e.g. social)
 Workforce mobility through cloud-based apps

12. Selling the car with Salesforce
Interest Request Change Test Drive Final Offer Purchase
Internet
Call
Centre
Dealer
Mobile
Agent
Comprehensive
Web-to-lead
360° Customer
View
Real-time
Channel
Integration
Mobile Data
Capture
Real-time
Activity
Management

13. Colours
R:28 G:124 B193
R:255 G:255 B:255
R:0 G:0 B:0
R:250 G:170 B:60