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Customer Care

Customer Care. CONVERGENCY AND INTEGRATION PLAN. Process Alignment Global KPI’s New System. 2014. Organized Structures Global Standard Service. 2015. QUALITY REQUIREMENTS NEW SYSTEM. Management. Flexibility. Automation. Multichannel. Knowledge Base. Usability. Reports.

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Customer Care

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  1. Customer Care

  2. CONVERGENCY AND INTEGRATION PLAN • Process Alignment • Global KPI’s • New System 2014 • Organized Structures • Global Standard Service 2015

  3. QUALITY REQUIREMENTS NEW SYSTEM Management Flexibility Automation Multichannel Knowledge Base Usability Reports

  4. QUALITY REQUIREMENTS NEW SYSTEM Managment Management Flexibility • Information on line • Traceability • More Control and Assertive Actions Automation Multichannel Knowledge Base Usability Reports

  5. QUALITY REQUIREMENTS NEW SYSTEM Managment Management Flexibility • Workflow • Escalation • Work List Automation Multichannel Knowledge Base Usability Reports

  6. QUALITY REQUIREMENTS NEW SYSTEM Managment Management Flexibility • Quality • Standardization • Reduce Training time Automation Multichannel Knowledge Base Usability Reports

  7. QUALITY REQUIREMENTS NEW SYSTEM Managment Management Flexibility • Analytics • Operational • Global KPIs Automation Multichannel Knowledge Base Usability Reports

  8. QUALITY REQUIREMENTS NEW SYSTEM Managment Management Flexibility • Adaptable • Easy Setup Automation Multichannel Knowledge Base Usability Reports

  9. QUALITY REQUIREMENTS NEW SYSTEM Managment Management Flexibility • Aligned Trends Automation Multichannel Knowledge Base Usability Reports

  10. QUALITY REQUIREMENTS NEW SYSTEM Managment Managment Flexibility • Friendlier • Productivity Automation Multichannel Knowledge Base Usability Reports

  11. SCHEDULE PROJECT – GLOBAL BASE FIAT BRAZIL JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC Construction of User Requirements BLUEPRINT – System Integrator Change Management CC Process alignment (Arese) LATAM Workshop (Betim) U.R. alignment (APAC) U.R. alignment (Arese) Closure of blue print U.R. alignment (Alburn Hills) U.R. methodology alignment (Betim) Closure User Requirements aligned between all regions System Integrator – Supplier definition 2014 JAN FEB MAR APR MAY JUN Change Management Siebel Go Live - Brazil

  12. Phone E-mail ARCHITETURE CallDistribution Social Media Fax Mail Inbound Outbound Channel E-mail Chat Mobile Web SMS Phone OCR Scan OCR E-mail Servidor WEB Suport SMS Service CMS Chat E-mail Servidor CTI CMS FIAT BR - ORACLE SIEBEL Social Media Case Managment Relationship Following Recall Managment Lead Managment Link & Chase Knowledge Base Mainframe Brasil External Links Brasil Itália System Third Parties Esigi Vehicle Site FIAT EuropAssitance CSPS Customer CSPS Assembla Parts Catalogo CSPS Infotec CCF e-Teseo Google Maps DB Warranty CCDB Webdealer Dealer Webdac e-sigi Logistic, Sales and Invoice CSPS On-line Batch Hyperlink

  13. Inbound Outbound Channel E-mail Chat Mobile Web Phone SMS Phone E-mail NEXT STEPS PROJECT – OTHER REGIONS CallDistribution WEB Suport SMS Servidor CMS Chat E-mail Servidor Social Media Fax Mail CTI CMS SIEBEL OCR Scan OCR E-mail Servidor Others FIAT LATAM FIAT BRASIL CHRYSLER LATAM TBD TBD

  14. EXPECTATIONS CUSTOMER CARE LATAM • Reference Customer Care in the Market • Global Alignment – Best Practices • World Wide System • Creating Perceived Value To Our Customers

  15. ECCI / CAIR Note: The ECCI platform is used by Customer Care, Part Specifying, Parts Expediting, Service Contracts, STAR, Fleet, and Mopar Direct.

  16. Customer Care Executive Dashboard

  17. Main priorities for 2013 Goals - NAFTA

  18. Main priorities for 2013 Goals - NAFTA

  19. 2013 Priorities – Customer Care - NAFTA

  20. Customer Care

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