Service Module Updated

CRM & DMS Project
THE CRM & DMS TRAINING
Success is a journey, not a destination. The doing is often more important than the outcome.
Copyright Tata Motorsv Presentation update reference: R25
CRM & DMS Project
TIMINGS
Start : 10:00 a.m
Tea/Coffee
Short Break
:
:
11.30 a.m - 11.45 a.m

11.55 a.m - 12.00 Noon
Lunch Break
Tea/Coffee
:
:
1.00 p.m 1.45 p.m

4.00 p.m - 4.15 p.m
Short Break
4.45 p.m - 4.50 p.m

6.00 p.m
Presentation update reference: R25
Closing (approx.) :
Copyright Tata Motorsv
CRM & DMS Project
0.0 0.1
CRM & DMS A SNAP SHOT The Changing Automobile Industry
1895-1901
1908-1927
2008 1934-1937
2004
1948-1951
1954-1957
CRM & DMS Project
0.0 0.1
CRM & DMS A SNAP SHOT The Changing Automobile Industry
Birth of Cars
First self-propelled car was introduced by Nicolas Cugnot in the year 1769 which could attain the speed of 6 kms /hr. First car powered by internal combustion engine rolled down on the streets in 1885 First car hit the Indian roads in Mumbai in the year 1898.
CRM & DMS Project
0.0
CRM & DMS A SNAP SHOT
0.2
Changing Automobile Industry
Indian Automobile Industry - The Evolution

1928 1948 1953
The first imported car was seen on Indian roads First car manufactured in India The Government of India decreed that only those firms which have a manufacturing program should be allowed to operate
1955
1980 1990 1991
Only seven firms, namely, HM, API, ALL, SMPIL, PAL, M& M and TELCO received approval.
The first phase of liberalization was announced by the Government.
Under the Govt.'s new National Industrial Policy, the license raj was dispensed with, and the automobile industries were allowed to expand freely.
CRM & DMS Project
0.0 0.2
CRM & DMS A SNAP SHOT Changing Automobile Industry
Indian Automobile Industry - Key Sector of Economy

Comprises of mainly 4 Vehicle Sectors
I.
II. III. IV.
Heavy and Medium Commercial Vehicles

Light Commercial Vehicles Passenger Cars and Multi-Utility vehicles Two/Three Wheelers
Key sector of Indian Economy in terms of employment

Directly employs close to around 2 Lakh people Indirectly employs around 1 Crore people Auto-component industry directly employs around 2.5 Lakh people
CRM & DMS Project
0.0
0.2

Changing Automobile Industry
Indian Automobile Industry - Development

India is 5th largest manufacturer of Commercial Vehicles in the World
Pioneering efforts in adopting Modern Technology Entry of Foreign players Foreign direct Investment Abolition of Licensing and removal of Quantitative Restrictions Price reduction to keep pace with International Standards.
Boosting Automobile Demand
CRM & DMS Project
0.0 0.3
CRM & DMS A SNAP SHOT The New TATA Motors
Proud to be part of TATA Motors

Indias largest Commercial Vehicle Manufacturer Established in 1945
Indias largest private sector company with an annual turnover of US$ 2.28 billion
7 out of 10 medium and heavy commercial vehicles in India bear the trusted TATA mark
Among top 10 producers of commercial vehicles in the world

TATA Indica Indias first indigenously designed and manufactured passenger car TATA Motors Vehicles sell in over 70 countries in the world
CRM & DMS Project
0.0 0.3

100,000th Indica wheeled out. Launch of the Tata Safari EX Indica V2 becomes India's number one car in its segment. Exits joint venture with Daimler Chrysler. Unveiling of the TATA Sedan at Auto Expo 2002 Launch of the EX series in Commercial vehicles Launch of the TATA 207 DI. Launch of the TATA Indigo. TATA Engineering signed a product agreement with MG Rover of the UK.
TATA Motors in the New Millennium

2001
2002
2003
On 29th July TATA Engineering becomes TATA Motors Limited. TATA SFC 407 EX Turbo launched TATA Motors signs MOU for acquisition of Daewoo Commercial Co. Ltd. Korea
2004
TATA Motors unveils new product range at Auto Expo '04 New TATA Indica V2 launched and * Going Live with CRM & DMS
CRM & DMS Project
0.0 0.3
TATA Motors in the New Millennium

2005
TATA Ace, India's first mini truck launched . Inauguration of new factory at Jamshedpur for Novus The power packed Safari Dicor is launched
2006
Tata Motors vehicle sales in India cross four million mark Indica V2 Xeta launched Tata Motors and Marcopolo, Brazil, announce joint venture to manufacture fully
built buses & coaches for India & markets abroad 2007
Tata Motors introduces Magic & Winger - creates new segments in urban and
rural passenger transportation.

Tata Motors' integrated Customer Relationship Management (CRM)- Dealer
Management System (DMS) initiative crosses the significant milestone of covering 1000 locations in India and abroad. 2008 Tata Motors Unveils the peoples car The Nano
CRM & DMS Project
0.0 0.4
CRM & DMS A SNAP SHOT The Basis for CRM and DMS
Customer Relationship Management

& Dealer Management System
CRM & DMS Project
0.0 0.4
What is CRM ?
Customer Relationship Management (CRM) is a business strategy to select and manage the most valuable customer relationships.
CRM requires a customer-centric business philosophy and culture to support effective marketing, sales, and service processes. CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy, and culture.
CRM & DMS Project
0.0 0.4
Business Strategy for Customer Relationship:
Focus on customers so that they are retained

What is the need of the software?
Customers have power to choose the product because:

Increasing Competition Accelerated Development in Industry and therefore, abundant options to the customer Internet surfing customers can easily collect information about competitive supplier
Therefore
CRM & DMS Project
0.0 0.4
CRM Applications Support: Marketing:Targeting prospects, acquiring new customers and maintain long term relationship with them Sales: Using effective selling processes by knowledge management tools E-Commerce: Simple, quick and economical purchasing transactions for the customers Service: Handling the post sales issues by call center applications
Successful CRM Initiative starts with the business strategy that aligns company activities around the customer needs
CRM & DMS Project
0.0 0.4
Why CRM for me?
Dealers
TATA Motors
Customers
CRM & DMS Project
0.0
Whom do I trust for CRM application?
CRM & DMS Project
0.0 0.5
CRM & DMS A SNAP SHOT Siebel The Company
International Company & World Leaders with CRM Domain Knowledge for 10 years
First company into CRM Business (Since 1993)
Largest Business Share in CRM Domain - 4000 deployments across 28 countries

More than twenty industry specific verticals
290 Alliances and Partnerships

More than 5000 employees. Annual Revenue in 2003 is $ 1.35 Billion
CRM & DMS Project
0.0 0.5
Uses latest and cost effective Technology for doing business (Works on Internet, VPN etc.)
Specific Automotive related modules
Integrated Presales, Marketing, Sales, Service and Spares operations

Siebel has SAP connectors to exchange data from SAP Servers Ease of configuration
CRM & DMS Project
0.0 0.5
CRM & DMS Project
0.0 0.6
CRM & DMS A SNAP SHOT Siebel CRM & DMS The Product
Centrally hosted - TATA Motors server at IBM Bangalore
Log on through an internet portal - no local system required

Two key databases Customer and Vehicle All customer centric operations covered WAN for channel partners on VPN and VSATs
Partner specific controls available
CRM & DMS Project
Network Solution - WAN Terrestrial & VSAT

Dealers Dealers
INROUTE O U T R O U T E
Central Server (Web/App/DB) hosting Tata Motors CRM Application
High Speed Fiber Links

9m
High Speed Fiber Links
Dealers Dealers
VSAT Hub Center

1600 locations and 6000+ users
Terrestrial Network (VPN) Dealers
Dealers
CRM & DMS Project
CRM & DMS Project
3.0 3.1
APPLICATION BUSINESS ENTITIES

Entity Description
Accounts represent entities with whom the TM/Dealers conduct business. The Accounts screen allows administrators and end users to manage information associated with accounts. Contacts are people with whom the members of TM / Dealers conduct business and they belong to the particular account. Contacts can also be people with whom TM / Dealers expect to conduct business. An Opportunity is a potential revenue-producing event. An opportunity often has a close date, a win probability, and a sales team. A Quote is a formal offer for products or services proposed at specific prices and related payment terms that are sent to prospective customers. A service request is a customer request for information about or assistance with products or services bought from a company. Vehicles are a specialized kind of assets. They can be owned by an account, a dealer, or an individual contact. Vehicles can also be associated in relationships other than ownership. Every vehicle is an instance of a defined Product.
Account
Contact
Opportunity
Quote
Service Request Vehicles
CRM & DMS Project
3.0 3.2
APPLICATION ELEMENTS APPLICATION WINDOW
Screen Tabs
Record
View Tabs
Applet
Field
CRM & DMS Project
3.0 3.3
APPLICATION ACRONYMS
Some Acronyms, need to know..

Acronym
LOB CRN ARN RSO SHQ VC DMA DSA ESP
Description Line of Business Contact Relationship No. Account Relationship No. Regional Sales Office Sales Head Quarters Vehicle Configuration Direct Marketing Agent Direct Sales Agent Ex Showroom Price
CRM & DMS Project
3.0 3.4
APPLICATION VISIBILITY OF INFORMATION
Visibility of information in Siebel is managed using Responsibilities and Positions. Responsibility determines access to screens and views For example, if you were a DSE, you would need views to manage your customer accounts, contacts, and opportunities, but your DFE would not need these views, instead you would have finance related views. Position determines which records you may access and is based on the position assigned For example, the data that the DSE - North sees is different from the data that DSE South sees.
Employee
Responsibility
Position
Views
Records
CRM & DMS Project
Typical Sales Department Hierarchy in Dealership
Dealer Owner DGM - Sales
DSM LOB 1
DSM LOB 2
DSM LOB 3
DSE
DSE
DSE
CRM & DMS Project
3.0 3.5
View
My View
APPLICATION VIEWS AND ACCESS INFORMATION

Description
All the items that appear in this view are specific to you. You are the only one who can see these items, unless you are a member of a team that has access to them. This is typically a managers view. It allows a manager to look at the items belonging to that managers team. For example, a manager could click the My Teams Accounts view and see all the accounts that each team member is currently working on. This allows you to see every account in the database to which you have access.
For example, My Accounts My Teams View For example, My Teams Accounts
All Views For example, All Accounts All Views across organizations For example, All Accounts across organizations All Visible Accounts
This view is usually intended for the CEO of a company so that the CEO can view every account in the database.
This view allows you to see all data related to the organization you belong. Eg. DGM, DP etc. would get access of this view.
CRM & DMS Project
Lets Start Working on the Application
CRM & DMS Project
4.0 4.1
CRM & DMS LET US START HANDS-ON-WORKING WITH SIEBEL NAVIGATION STAGES 1 TO 6
Logging into Siebel Screen, Views, Forms and Lists Tool bars, Buttons and Menus Records and Fields Hyperlinks, Thread bar and History List
Lets do it One by One
CRM & DMS Project
4.0 4.1
Let us practice once again, Please
CRM & DMS Project
4.0 4.2
Comfortable ?
Shall we explore some more techniques
CRM & DMS Project
4.0 4.2
Working with Queries Query Assistant Data Filtering and Sorting
Home Page Layout

View Menu and User Profile
Site Map and Navigation

iHelp
CRM & DMS Project
4.0 4.1
Once again please
CRM & DMS Project
Lets be Ready for Actual Dealership Operations
CRM & DMS Project
CRM & DMS Project
Some Acronyms, need to know..

Acronym
LOB CRN ARN RSO SHQ VC
Description Line of Business Contact Relationship No. Account Relationship No. Regional Sales Office Sales Head Quarters Vehicle Configuration
SR
JC OTC MR VOR
Service Request
Job Card Over The Counter sale Material Requisition No. Vehicle Off Road
CRM & DMS Project
Dealership Hierarchy Service Department
Dealer Owner General Manager - Service Works Manager
SA
Warranty Officer
WS Supervisor
CRM & DMS Project
Service Module - Process

Service Request Customer Booking
Walk in Telephone
Register Complaints
Open Job Card
Job Entry
Parts Entry
Estimation Parts Request Spares Pick Parts Service Vehicle Ship Parts Close Job Card Invoice Payment
Job Card
CRM & DMS Project
6.0 6.1.0
CRM & DMS LET US START HANDS-ON-WORKING WITH SIEBEL SERVICE STAGES 1 AND 2
SIEBEL Service module
Stage 1 Register a Service Request
Let us go to the application . . .
. . . And follow the steps.

CRM & DMS Project
6.0 6.1.0

Stage 1 Register a Service Request
Create New Service Request and Assign it to Advisor.
Select the Contact Persons name
Search for Vehicle of Golden Transport Company

CRM & DMS Project
In Service Request Home Page , Click on My Service Request view.
CRM & DMS Project
Click on New button.
Change toggle from Service Request to Service Request Detail.
CRM & DMS Project
Enter Service Type , Chassis No.
Enter Current Kms.
CRM & DMS Project
6.0 6.1.0
Stage 2 Customer Complaints

CRM & DMS Project
Click on New button to add customer Complaint.
CRM & DMS Project
Select Proper Complaint Code.
Click on Pick Applet button.
CRM & DMS Project
6.0 6.1.1
Stage 3 Open Job Card

CRM & DMS Project
Click on New Job Card button.
CRM & DMS Project
6.0 6.1.1
Stage 4 Performed Jobs and Estimates

CRM & DMS Project
6.0 6.1.0

Stage 4 Performed Jobs and Estimates
Identify all the jobs for servicing
Calculate Price for All the Jobs and get Final Labor Amount
CRM & DMS Project
Click on Calculate Price-All Jobs to calculate labour amount.
Select Billing Type. Enter Complaint code, Job Code.

CRM & DMS Project

Click on Reports button and select option PCBUJob Card.
Click on Freeze Initial Estimate.
Enter Initial Delivery Estimate Date & Time.
CRM & DMS Project
6.0 6.1.2
Stage 5 Add Required Parts

CRM & DMS Project

Go to Order Screen tab.
Query for Job card No.
CRM & DMS Project
Click on Job Card Parts view.
CRM & DMS Project
Click on New button, to add parts.
Click on Fulfill All button.
Click on Pick Ticket hyperlink.
CRM & DMS Project
Click on Process Shipment button.
Click on Pick All button.
CRM & DMS Project
Click on Parts Entry Complete.
CRM & DMS Project
6.0 6.1.2

Stage 6 Process Shipment for Parts
Once process shipment is done, the status of the parts becomes shipped. If only some of the parts required are shipped then the status becomes Partially shipped
Select the Job Card
Select the Parts
Process Shipment for Parts

CRM & DMS Project
6.0 6.1.2
CRM & DMS LET US START HANDS-ON-WORKING WITH SIEBEL SERVICE STAGES 7, 8, 9 & 10
Stage 7 Mark Job Card Complete

CRM & DMS Project
6.0 6.1.3

Stage 7 Mark Job Card Complete
All the parts have been issued and shipped

Part Entry Complete All the performed jobs are done
Job Entry Complete
Mark the the Job card as Complete.

CRM & DMS Project
Change the status from Open to Completed
Click on Job Entry Complete
Check if Parts Entry Complete is clicked.
CRM & DMS Project
6.0 6.1.3
Stage 8 Close the Job Card

CRM & DMS Project
Change the Status to Closed.
CRM & DMS Project
6.0 6.1.3
Stage 9 Invoice Generation

CRM & DMS Project
Go to Job Card Invoice view.
Click on Consolidated Invoice button.
Click on Invoice No. hyperlink
CRM & DMS Project
Go to Report button, Select Consolidated invoice-VAT
CRM & DMS Project
6.0 6.1.3

Stage 10 Receiving Payment & Settlement

CRM & DMS Project

Go to Order Screen tab. Query for Job card no.
Click on Payment view tab.
CRM & DMS Project
Enter Payment Details.
CRM & DMS Project
Go to Job Card Invoice View Tab.
Click on Invoice no. hyperlink
CRM & DMS Project
Go to Payment Settlement View tab.
CRM & DMS Project
CRM & DMS Project
Click on pick applet button.
Select Payment
CRM & DMS Project
6.0 6.1.3

Stage 11 Change of Ownership

CRM & DMS Project
6.0 6.1.3

Stage 11 Change of Ownership
Query for the Vehicle Change the Owner Account Name
Check the RC Book & Relationship as Owner

CRM & DMS Project

Go to Vehicles Screen Tab.
Query for Chassis No.

Change Account Name.
CRM & DMS Project
Change Asset Relationship & RC book check
CRM & DMS Project
6.0 6.1.3

Stage 12 Service History
Go to Reports button, Select option Service History.
In Vehicles Screen, go to Service History view.

Service Module Updated

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CRM & DMS Project

THE CRM & DMS TRAINING

CRM & DMS Project

11.30 a.m - 11.45 a.m

1.00 p.m 1.45 p.m

4.45 p.m - 4.50 p.m

CRM & DMS Project

CRM & DMS A SNAP SHOT The Changing Automobile Industry

CRM & DMS Project

CRM & DMS A SNAP SHOT The Changing Automobile Industry

Copyright Tata Motorsv

Presentation update reference: R25

CRM & DMS Project

CRM & DMS A SNAP SHOT

Changing Automobile Industry

Indian Automobile Industry - The Evolution

Copyright Tata Motorsv

Presentation update reference: R25

CRM & DMS Project

CRM & DMS A SNAP SHOT Changing Automobile Industry

Indian Automobile Industry - Key Sector of Economy

Heavy and Medium Commercial Vehicles

Key sector of Indian Economy in terms of employment

Copyright Tata Motorsv

Presentation update reference: R25

CRM & DMS Project

CRM & DMS A SNAP SHOT

Indian Automobile Industry - Development

Boosting Automobile Demand

Copyright Tata Motorsv

Presentation update reference: R25

CRM & DMS Project

CRM & DMS A SNAP SHOT The New TATA Motors

Proud to be part of TATA Motors

Among top 10 producers of commercial vehicles in the world

CRM & DMS Project

CRM & DMS A SNAP SHOT The New TATA Motors

TATA Motors in the New Millennium

Copyright Tata Motorsv

Presentation update reference: R25

CRM & DMS Project

CRM & DMS A SNAP SHOT The New TATA Motors

TATA Motors in the New Millennium

rural passenger transportation.

Copyright Tata Motorsv

Presentation update reference: R25

CRM & DMS Project

Customer Relationship Management

Copyright Tata Motorsv

Presentation update reference: R25

CRM & DMS Project

Copyright Tata Motorsv

Presentation update reference: R25

CRM & DMS Project

Business Strategy for Customer Relationship:

Focus on customers so that they are retained

Customers have power to choose the product because:

CRM & DMS Project

CRM & DMS Project

Why CRM for me?

Copyright Tata Motorsv

Presentation update reference: R25

CRM & DMS Project