Case Study | BigLeap (CRM)

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Boosting Car Dealership Productivity through Integrated Performance and CRM Systems

Overview

A comprehensive web portal integrating CRM, inventory, and performance management for optimized car dealership operations.

Tag

#Automobile, #Facility Management

Industry Type

Facility Management

Automobile

Business

B2B

Region

India

Project
Overview

In the highly competitive car dealership industry, managing customer relationships, inventory, and performance metrics is crucial for success. Our Enterprise CRM and Performance Management System web portal was designed to address these needs comprehensively by integrating multiple functionalities such as Quotation Preparation, CRM, Pipeline Management, Inventory Management, Performance Management, Product Service Mechanism, and Administration Management into a single, cohesive platform.

Problem Statement

Car dealerships often face significant challenges due to fragmented systems and manual processes that hinder efficiency and accuracy. Common issues include:

Data Fragmentation: Disparate systems lead to inconsistent data, making it hard to get a unified view of operations.
Inefficient Processes: Manual handling of quotations, deals, and inventory can lead to errors and delays.
Performance Tracking: Lack of comprehensive tools to monitor and improve employee and company performance.
Service Management: Ineffective management of customer complaints and service schedules impacts customer satisfaction.

Objective

The key objective of this project was to develop a unified web portal that would:

Centralize Data Management: Provide a single source of truth for all customer, product, and transaction data.
Streamline Operations: Enhance efficiency in creating and managing quotes, deals, and inventory.
Optimize Performance Tracking: Offer tools for comprehensive performance monitoring and improvement.
Improve Service Management: Ensure effective handling of customer complaints and service schedules.

Research
& Study

Understanding Dealership Needs

We conducted extensive consultations and interviews with car dealership managers, sales teams, and service departments to gather detailed insights into their specific challenges and requirements. Key needs identified were:

Centralized Data Management: Dealerships required a single repository for all critical data to avoid inconsistencies and improve decision-making.
Efficient Quotation and Deal Processes: Simplified workflows for creating and managing quotations and deals were essential.
Comprehensive Performance Tracking: Tools to monitor both individual and overall performance metrics were necessary.
Robust Inventory Management: Accurate and real-time tracking of inventory levels and order fulfilment was crucial.
Effective Service Management: Systems to manage customer complaints, scheduled maintenance, and service contracts were needed.

Competitive Analysis

We analysed existing CRM and performance management systems in the market, identifying gaps where current solutions fell short. Our goal was to create a system that provided:

Better Integration: Seamless integration of various functionalities within one platform.
User-Friendly Interface: An intuitive interface that required minimal training.

Enhanced Features: Advanced features that were lacking in existing systems, such as detailed performance tracking and automated alerts.

Solution

Solution Implementation

Module 1: Master Module

The Master Module is the cornerstone of our system, providing essential data masters such as:

Company Master: Displays the company's name, tax, and billing information, ensuring all financial details are easily accessible and up-to-date.
Product Master: Includes fields like product code, type, title, cost, and image, enabling comprehensive product management.
Customer Master: Contains details like customer group, type, name, contact information, and delivery info, facilitating effective customer relationship management.
Other Masters: Includes Supplier, Employee, Tax, Brand, and Category, each with relevant data fields to provide a robust foundation for all other modules.

Module 2: Lead Module

The Lead Module is designed to streamline lead management:

Lead Creation: Allows creation of new leads with fields like Lead ID, Lead Type, Industry, and Estimated Value.
Lead Listing: Provides a comprehensive list of all leads, enabling easy tracking and management.
Stage Mapping: Maps leads through various stages, ensuring a clear view of the lead's progress.
Lead Conversion: Facilitates the conversion of leads into quotes, ensuring smooth transitions between stages.

Module 3: Quotation Module

The Quotation Module enhances the efficiency of creating and managing quotes:

Quote Creation: Allows creation of new quotes with fields such as Quote ID, Customer Info, and Author Info.
Stage Tracking: Tracks the deal progression through stages like:
- Quotation Submitted
- Awaiting Customer Response
- Negotiation
Quote Templates: Includes templates for quotes, ensuring consistency and professionalism.
Quote Revision and Conversion: Provides functionalities to convert and revise quotes, adapting to changing customer needs.

Module 4: Deal Module

The Deal Module supports comprehensive deal management:

Deal Creation: Facilitates the creation of new deals with fields like Deal ID, Customer Info, and Quantity.
Stage Tracking: Tracks the deal through stages such as:
- Production
- In-Transit
- Delivered
- Installed
- Commissioned
- Trained
- On-Maintenance
- Hand Over
Sale Order Management: Includes a Sale Order Management master to streamline order processing.
Customer Alerts: Features a customer alert system to notify customers about important updates.

Module 5: Performance Module

The Performance Module provides tools for monitoring and enhancing performance:

Company Management: Offers insights into overall company performance, helping managers make informed decisions.
Employee Performance Management: Tracks individual employee performance, identifying areas for improvement and recognizing achievements.

Module 6: Administration Module

The Administration Module ensures effective oversight of key administrative functions:

Product Inventory Management: Manages inventory levels, ensuring accurate and real-time tracking.
Sale Order View: Provides a comprehensive view of all sales orders, facilitating efficient order processing.
Inventory Fulfillment Report: Generates reports on inventory fulfillment, helping manage stock levels and prevent shortages.

Module 7: Service Module

The Service Module enhances customer service management:

Customer Complaints: Manages customer complaints, ensuring timely resolution and improved satisfaction.
Customer AMC (Annual Maintenance Contracts): Tracks maintenance contracts, ensuring timely renewals and service delivery.

Scheduling Visits: Allows scheduling of service visits, ensuring efficient and organized service delivery.