Hyundai Motors Brazil CRM System Implementation Project

1. Hyundai Motors Brazil CRM System Implementation Project Dealer Collaboration Solution Design Project Code : P-12-0605July, 2012 Version: 0.9

2. Revision History

3. Follow-up View Description Dealer can identify an urgent follow-up list on main page (as a notice) allocated by Siebel View Functionality Requirements • No further requirement Dealer Portal - Main Customer Request Ex. Request not followed up in 2 days : xxx Lead Ex. Lead not followed up in 2 days: xxx

4. Customer Request/Lead List View View Description • Dealer can identify all request follow-up list allocated by Siebel and drill-down detail info by clicking Lead # or Request # View Functionality Requirements • Dealer can view their own customer request/lead list only • When request status has not changed (just “Open”) after allocated date + 2 days without contacting  Highlight the corresponding request record • Complaint • - All of the “Complaint” type request will be Highlight • - Dealer can enquiry all types of requests regardless of status • Order of request/lead list • - Request/Lead list will be ordered by • ① Allocated Date DESC • ② Last Contact Date descending • ③ No Last Contact Date • ④ Last Contact Date DESC • Manu Path : Customer Request > Customer Request/Lead List • Total # of Leads not followed up in 2 days : ### • Total # of Leads : ### • Total # contacted Leads : ### (### %) • Total # of Leads contacted in time : ###(### %) (In time : 2days) • Total # of Leads not contacted but still in time : ### (### %) (In time : 2 days) • Total # of Requests not followed up in 2 days : ### • Total # of Requests : ### • Total # contacted Requests : ### (### %) • Total # of Requests contacted in time : ###(### %) (In time : 2days) • Total # of Requests not contacted but still in time : ### (### %) (In time : 2days)

5. Lead Detail View (1/2) View Description • Dealer can identify lead/contact detail information through clicking lead # in ‘Customer Request/Lead List View’ • After follow-up, dealer can update predefined follow-up result View Functionality Requirements • Create Activity - When user selects one of status, operation date will be entered into contact date field (User can also change the value) - The name of user will automatically be filled in Consultant field (User can also change the value) - When user selects “Closed” status, Completion drop down list box is activated - When user clicks “Create” button, one activity is generated and stay detail view • Update Activity - When user clicks the sequence number of existing activity, all fields in activity info will be filled in the values of activity - When user clicks “Update” button, the activity is updated and stay detail view • Lead status - Lead stats will be updated with last updated/created activity status • LOV for Completion field needs to be changed to include reason when closing • If CPF number is entered, it must saved in activity

6. Lead Detail View (2/2) • Type = Marketing Request • Category: Brochure Request, Quote Request, Test Drive Request • Lead Status • Brochure Request • Quote Request • Test Drive Request • Completion Open Brochure Sent Update Status for Corresponding Request in Siebel Closed Open Quotation Open Contacting Test Drive Made Quotation Vehicle Ordered

7. Customer Request Detail View (1/3) View Description • Dealer can identify request/contact detail information through clicking request # in ‘Customer Request/Lead List View’ • After contact to customer, dealer can update request follow-up result View Functionality Requirements • Request Result Info - If there is no activity history related in request, “Request Result Info” view will NOT be displayed • Create Activity - The date of TODAY will be automatically entered in contact date field (and editable) - The user name will be automatically enter in consultant field (and editable) - Contact method is mandatory field - When user clicks “Create” button, one activity is generated and stay in detail view • Request Close - The user name will be automatically entered in consultant field (and editable) - When user clicks the “Close” button closed date will be automatically entered • Activity History - Whenever user creates an activity, the activity will be displayed in Activity History view • Attachment - The attached file related in certain request will be displayed - Dealer can download when they click the file name • If CPF number is entered, it must saved in activity Request Detail View

8. I. Customer Request Request Detail View (2/3) • Type = General Enquiry, Complaint • Request Status Request Generate Transfer to Dealer Follow-up by Dealer (activity feedback) Close by Dealer Final Result Transfer (DPSiebel) Siebel Siebel Siebel Siebel Siebel Open Transfer In Process In Process Closed DP DP DP DP Accept  In Process Closed Closed Open  Accept/Decline • When dealer register more than one activity in dealer portal • When dealer close requests • Request can be registered in Siebel as well as website • Only internal user of Siebel can transfer requests to dealer

9. I. Customer Request Request Detail View (3/3) • Resolution • (SR_RESOLUTION) • Remedy • (HKME_REMEDY) • Sub Status • (SR_SUB_SUB_STATUS)

10. Dealer Collaboration Process – Customer Request / Lead Create Request Customer Request Enquiry No Need to Assign Dealer? F/U Request Request Type Yes General Enquiry / Complaint Lead Assign Dealer Follow up Lead Follow up Request Marketing Request Request Type General Enquiry / Complaint Transfer Request Transfer Request Create Activity Create Lead (Automatically) Transfer to Dealer Portal (Batch) Transfer to CRM (Batch) Close Request Enquiry Lead Results Need to Assign Dealer? Enquiry Request Results End < Siebel > < SAP Dealer Portal>

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