3 Reasons Why Automotive CRM Needs To Evolve for Automotive OEM
Car dealer CRM needs to evolve when it comes to meeting and addressing the needs of the customer in the near future. The existing Auto Dealership Software platforms assist the Auto OEM to provide customer services for all customer-based operations. Albeit, CRM solutions are built for integrations and role-based customer intelligence, and also being available on platforms like mobile and in-store, it should and must evolve because of a few pitfalls. It should integrate six keys like:
- Open Interfaces
Open interfaces are helpful as they are lighter in weight and it deals only with messages. It also requires less configuration, easily accessible, inter-operable, stateless, easily scalable and can be used on many domains. Single Sign On (SSO) and Authentication are crucial as well because it saves time and lets the user sign in once instead of doing it again and again to have access to applications for which they require permissions. They also keep hacking at bay. Other benefits include call to customer service, ease of change for user restrictions and increased security.
- Hybrid Cloud as a service
For an immensely great user experience, integration between frontend and backend systems, real time communication systems and collaboration tools are a must. Now as the customer support processes and workflows integrated with the multichannel experiences is crucial, the systems need to centralize on the real-time capabilities to streamline operation, boost in productivity levels, improvisation in interactions and enhancing of customer experience. There will be a crucial need for the OEMs to integrate with their digital experience platforms and CRM systems, contact centers and communication systems to be deeply rooted to share data, contexts and insights in real time to deliver a flawless customer experience.
Additionally, combining private and public cloud services or Cloud to Cloud Connectivity, makes the businesses more flexible and accessible to more options for data usage. Similarly, CRM needs to evolve to include features like Always on Connectivity, or real-time connectivity, which lets the accessibility to information anytime, anywhere.
- Smart Data Solutions
Big Data is important, but smart utilization is important to consider it Smart Data. Smart Data is composed of small pieces of Big Data taken into analysis for decision making on various servers. Big Data is a collection of data that can be of no meaning if it does not provide any actionable insights for the business.