Tata Motors Dealer Outlets Deploy Oracle Siebel CRM

According to a releae, more than 15,000 Tata Motors dealer personnel in over 1,000 dealer locations now use Oracle’s Siebel Customer Relationship Management (CRM) software to help the company get closer to its customers.

Tata Motors started deploying Siebel CRM in 2003 as part of its web-based, centralised dealer management system. As it has a large team of sales and customer support personnel spread across the country, the company decided to use an integrated dealer management system and Siebel CRM to improve its management effectiveness.

The dealer management system and Siebel CRM solution were deployed to meet increasing competition from global players, meet the challenges of a cyclical business environment, and overcome the difficulties of a widely dispersed dealer network. The Siebel CRM deployment at Tata Motors and its dealer outlets is one the largest in the global automotive industry.

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According to K. R. Sreenivasan, head of CRM and DMS Project, Tata Motors, “Siebel CRM has empowered our dealers and the company to understand our customers better, resulting in greater customer focus. Our customer and vehicle data is now consolidated in a single integrated system with the help of Siebel CRM. This allows us to access up-to-date customer and vehicle information in real-time. It also enables us to carry out sophisticated business intelligence and analytics to help our critical decision making.”