Transforming Customer Experience for Automotive Industry

The Automotive Industry is poised to transform and customer experience is a crucial area where OEMs can differentiate the brand and the product in the market. In the era of car sharing and car hailing, the end consumer expectations are changing from car features to travel experience. As many as 80% of customers would have already made their car selection decision before entering the dealer’s showroom. In today’s digital world, customers are empowered with complete information about the vehicle, brand, market feedback and reviews through various online channels. The information available over independent websites, blogs and social media channels play highly influential role in buying decision.

Hence, there is a strong need for personalized experience at each of the OEM’s customer touch points. It is extremely crucial for OEMs to provide unified customer experience during marketing, sales, as well as through the complete product lifecycle of aftermarket. For this, the OEMs needs information-rich, experience-enhanced digital channels to facilitate intense customer engagement and information delivery.

Tech Mahindra, with decades of experience in serving Global Top 10 OEMs, has been helping our clients to transform their customer experience. Customer experience is at the core of our strategy, and we are consciously taking efforts to build / acquire such skills through the last several years. We have been investing in this space by setting up dedicated CoEs, Labs, frameworks and platforms to develop and implement solutions. With this objective, Tech Mahindra acquired Pininfarina, the leaders in industrial design. With more than 500 projects realized and dozens of design awards achieved, Pininfarina empowers us to build physical design and product touchpoint experiences. The award-winning digital transformation team, the Bio Agency, has been another strategic acquisition on this front. Our expert consultants apply new technologies to existing experiences to deliver game changing innovative solutions. Tech Mahindra’s automotive domain expertise, experience in digital technologies along with capabilities of Pininfarina and the Bio Agency, are uniquely positioned to transform customer experience for the automotive industry.

Our proposition to create next-gen Customer Experience

Tech Mahindra’s Customer Experience solution offerings are focused around:

• CX Consulting
• Product / Car Experience
• Sales / Marketing Experience
• Service / After Market Experience

These offerings cover the entire timeline of automotive customer experience. Starting right from marketing / lead generation, car show room visits, test drives, booking, finance, delivery through aftermarket cycle, Tech Mahindra has delivered multiple solutions to transform the customer experience for our clients. With our proven expertise in new age technologies like AR, VR, Mobile Apps, Analytics, Machine Learning, Big Data, IoT and Cloud, we consistently contribute to our clients’ success by raising the benchmark of top quality customer experience.

Overview of our Automotive Customer Experience solutions

• Digital Marketing
• Interactive vehicle configurator
• Next gen DMS, CRM
• Kiosks
• Urban mobility solutions
• Mobile app factory
• Customer 360
• Consumer / Dealer portals
• Customer Care Center Solutions
• Digital Customer Touch Points
• Virtual dealership solutions based on mobile, AR-VR, AI bots
• Service subscription management for connected car use cases monetization

Business Benefits

• Increase in customer satisfaction index scores
• Help to retain existing customers, enables upsell & thus adds to topline
• Differentiated & personalized customer engagement throughout customer lifecycle