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Solution Overview for Automotive –
SAP Dealer Business Management
© 2012 SAP AG. All rights reserved. 2
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without
the permission of SAP. This presentation is not subject to your license agreement or any other service or
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All forward-looking statements are subject to various risks and uncertainties that could cause actual results
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Legal disclaimer
© 2012 SAP AG. All rights reserved. 3
How do I increase customer retention by fixing cars right
the first time with improved convenience and efficiency?
© 2012 SAP AG. All rights reserved. 4
Dealer Business Management is an essential part of after-
sales and service for automotive
OEM
Dealer
Groups/Dealers
Customers
Importer/Distributor/NSC Suppliers
Sub-Suppliers
© 2012 SAP AG. All rights reserved. 5
These are the challenges we hear from our customers
Need for personal,
convenient and proactive
processing of all customer
requests across the vehicle
life-cycle
Need for business
solutions supporting
consolidation of larger
dealer groups who
transform into multi-brand,
multi-country organizations
Need to reduce operating
costs, to increase
efficiency and to maximize
profits by standardizing
and streamlining processes
Information gaps cause friction and process breakdown leading to poor profitability and
decreasing customer satisfaction
OEM
Dealer
Groups/Dealers
Customers
Importer/Distributor/NSC Suppliers
Sub-Suppliers
© 2012 SAP AG. All rights reserved. 6
Solving the issues for SAP Dealer Business Management
Foundation for better
understanding of customers and
increased support of marketing
activities and customer service
delivery
Integrated processes to ensure
vehicle order and delivery accuracy
Faster turnover through better
visibility, thus avoiding financing of
stock vehicles
Reduced inventory
Established more consistent and
more effective control of operations
Efficient standardized management
reporting to view regions in a more
integrated, consistent way
Tune your dealership into a customer-centric enterprise and maximize cash flow & profitability
IT HR Finance
Sustainability Procurement
OEM
Dealer
Groups/Dealers
Importer/Distributor/NSC
Sub -Suppliers
R&D Manufacturing
& logistics
Sales,
Service &
Marketing
Supply Chain
Customers
Suppliers
© 2012 SAP AG. All rights reserved. 7
SAP solutions for Automotive enable customer and
channel excellence
Dealer Business Management
Vehicle Sales Management
Lead to Cash Acceleration
Optimal Offer Creation
Differentiation Through Service Excellence
Interactive Customer Lifecycle Management
R&D Manufacturing
& Logistics
Sustainability Procurement
IT HR Finance
Sales,
Service &
Marketing
Supply
Chain
© 2012 SAP AG. All rights reserved. 8
SAP delivers a comprehensive set of end-to-end solutions
for after-sales and service automotive organizations
Dealer
Business
Management
Optimal Offer
Creation
Lead to Cash
Acceleration
Vehicle Sales
Management
Package and
Solution Offering
Sales Planning
and Monitoring
Sales &
Distribution
Vehicle Sales &
Administration
Campaign
Management
Lead
Management
Vehicle Ordering
and
Administration
Vehicle Service
Offer
Management Parts Sales
Sales, Service & Marketing
Collaborative
Pipeline
Management
Interactive
Customer
Lifecycle
Management
Differentiation
through
Service
Excellence
Customer Insights
& Segmentation
Customer Service
and Support
Customer
Acquisition Through
the Contact Center
Field Service
Management and
Execution
Customer
Retention and
Development
Returns
Management
Perfect Order
Processing
.....
Order Capture
Through the Web
Campaign
Management Order Execution
.....
Cross-Selling -
Up-Selling / Offer
Management
Contact Center
Infrastructure
.....
Loyalty
Management
Analytics-Driven
Sales and Service
Operations
.....
© 2012 SAP AG. All rights reserved. 9
SAP Dealer Business Management Overview
Dealer Business Management provides the ability to:
Streamline and automate dealer operations, including customer
management, vehicle sales & administration, vehicle service and
parts management, making it easier for dealer personnel to
facilitate vehcile sales process and enhance the user experience
for service as well as parts & accessory sales
Vehicle & customer centricity: embedded 360° view on
vehicle and customer throughout all processes
End-to-end process integration: Vehicle sales
management with integration into after-sales service and
warranty processing
Service parts management: Complete solution for
service parts in an integrated multi-brand dealer group
environment, enabling all aspects of planning, procurement,
warehouse management, catalog integration, fulfillment, OEM
interfacing, collaboration and analytics
Finance and controlling integration: Integrated
financials & controlling for cost control and immediate invoicing
Dealer Business
Management
Vehicle Sales and
Administration
Vehicle Service
Parts Sales
© 2012 SAP AG. All rights reserved. 10
Vehicle Sales and Administration
Vehicle Sales and
Administration
How to continuously sell more vehicles, services &
accessories at better margins
Support an end-to-end vehicle sales cycle starting from
lead to quotation, to order, vehicle pre-delivery
inspection, final invoice and vehicle handover to the
customer in an easy and structured way including all
required information
Sales activities generated out of the process (e.g. follow-
up activity based on a quotation, test drive invitation, ..)
with task templates, workflow, and escalation routines
supporting structured sales methodologies
Personalized & holistic customer treatment, closing the loop
between sales and service
Improved customer loyalty – repeated sales
Streamlined vehicle logistics processes
Know where to make profit and where not
© 2012 SAP AG. All rights reserved. 11
Vehicle Service
Vehicle Service
Premium customer service experience to
increase share of wallet, customer retention &
loyalty
Collaborate across functional and enterprise
boundaries to improve right fix on first time
every time while achieving a maximum
workshop utilization
Ability to personally, efficiently, and accurately
schedule customer service requests
Reduced paperwork and double entry of data
Improved responsiveness and customer service
Improved cash flow
(Vehicle ready – invoice ready)
Maximized service profitability
© 2012 SAP AG. All rights reserved. 12
Part Sales
Part Sales
Keep inventory levels low by ensuring parts
availability for workshop and counter sales with
increased inventory turnover
Maximize service level by managing all aspects
of the service parts delivery process including
parts planning, procurement, storage, fulfillment
and delivery
Increased parts availability
Increased parts turnover
Increased inventory accuracy and reduced write-
offs
Decreased average working capital
© 2012 SAP AG. All rights reserved. 13
Sales &
Marketing
Workshop
Parts
Procurement
Dealer Business Management connects processes across departments to
maximize program spend effectiveness at both the brand and customer level
Parts Sales Vehicle Service Vehicle Sales and
Administration
Parts
Logistics
Parts
Sales
Appointment
Scheduling
Service
Processing
New & Used
Vehicle Sales
Vehicle
Procurement
&
Logistics
© 2012 SAP AG. All rights reserved. 14
Sales &
Marketing
Workshop
Parts
Procurement
SAP enables end-to-end processes
Parts Sales Vehicle Service Vehicle Sales and
Administration
Parts
Logistics
Parts
Sales
Appointment
Scheduling
Service
Processing
New & Used
Vehicle Sales
Vehicle
Procurement
&
Logistics
SAP Dealer Business Management
for Automotive
© 2012 SAP AG. All rights reserved. 15
Dealer Business Management Performance
KPI Description Customer
Reduce order lead time
from request to cash –
30%
Increase customer loyalty -
10%
Improve lead time and
efficiency measured by
increased service volumes and
increased workshop utilization
Increase sales through an
improved customer experience
measured by increased
customer satisfaction, customer
retention and customer loyalty
Source: SAP reference data base
Reduce parts and vehicle
inventory – 25%
Faster turnover by better
visibility, thus avoiding
financing of stock vehicles or
parts
© 2012 SAP AG. All rights reserved. 16
Recent innovations that enable the end-to-end process
Vehicle Reception
Empowers service administrator
with mobile app to optimize and
execute service processes at
vehicle reception
In-Memory Mobility
On-Demand Analytics
© 2012 SAP AG. All rights reserved. 17
Superior customer value
• Establish own brand value with professional customer management
• Advanced & convenient service offerings combined with right fix - first time -
on time - every time
• Improved customer retention and increased share of wallet
Route to improved cash flow & sustainable profit
• Standardization of highly efficient processes with streamlined horizontal &
vertical process integration
• Real-time financial integration providing instant performance management
• Reduced cycle time from service request to cash
Leverage economies of scale for dealer groups
• SAP covers core automotive wholesale and retail end-to-end
• Professional multi-brand group management with shared services, e.g. for
procurement, financials & human resources 1
2
3
Summary
© 2012 SAP AG. All rights reserved. 18
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