Hero Honda Implements Dealer Management System to Improve Customer Service

The Problem: The world's largest two-wheeler company Hero Honda was earlier using a web-based business partner portal to communicate with its dealer network. It was used to fetch customer order information and upload sales-related data. While the information flow was decent in this system, there was inconsistency in the sales and services processes followed by the company's dealers. Moreover, looking at future growth also, managing such a system would have been a nightmare.

The Solution: The company implemented a dealer management system from Siebel, so as to automate systems and processes that interface with its customers. The solution aimed to provide an integrated system for connecting the organization's channel partners and ensure standardized processes.

The Result: The DMS has improved customer service for one, since all customer data is available online, like every vehicle's history throughout its life cycle. It has given more visibility into the inventory. Information analysis can be done on the transactional data being captured. Lastly, Hero Honda claims that this is perhaps the fastest implementation of a DMS in the automobile industry, covering 530 dealerships across 650+ locations.