From central enquiry to dealer follow-up
Keep dealer acceptance and salesperson responsibility visible so the central team can act when an enquiry waits.
Review the sales, ownership and service workflows See the Mitsubishi Motors Vietnam exampleAutomotive and Dealer Networks · Customer and vehicle lifecycle
Keep dealer follow-up and workshop work visible.
Give enquiries a responsible dealer and next action, and keep service progress with the vehicle. Twin connects CRM, staff applications and existing dealer systems so teams spend less time chasing the next handover.
For Mitsubishi Motors Vietnam, Twin delivered sales and service CRM applications around the existing SAP Dealer Management System. The case below shows the original architecture and staff workflows.
Dealer operations
Choose which handover to make visible first
Start with a waiting enquiry or a service booking that staff repeatedly check. Define its owner, required vehicle or customer details and the evidence that the receiving team has acted.
From booking to the workshop
Carry booking and vehicle details into reception so the service desk can continue the job and report its progress.
Compare CRM and dealer system responsibilitiesSales, vehicle ownership and service
Keep the sales, ownership and service history connected.
Select one of these three stages to see the work, records and handovers involved.
Acquisition and sales
Route enquiries to a dealer and a person who will follow up.
Track the enquiry from central capture through dealer acceptance, salesperson assignment and delivery. Routing can follow geography, model interest or agreed business rules.
- Critical records
- Lead, customer, model interest, dealer, opportunity and delivery.
- Business benefit
- Dealers and sales teams can see the enquiry, its assigned owner and the follow-up needed.
Record dealer acceptance, salesperson responsibility and reassignment so an enquiry stays with a named team. Carry the customer’s requirements and commitments into delivery, with outstanding actions visible at each handover.
Ownership and customer service
Continue the relationship after the vehicle is delivered.
Keep onboarding, service reminders, support contacts and ownership changes with the relevant customer and vehicle history.
- Critical records
- Customer, owner, driver, vehicle, dealer and communication preference.
- Business benefit
- Customer communication can retain the relevant owner, vehicle and dealer context over time.
Keep owners, drivers and vehicles as related records. A person may own several vehicles, act for a business or change dealers over time; the service history needs to retain that context.
Workshop, service and reporting
Link workshop activity to the vehicle and owner.
Connect bookings, repair orders, warranty details and completion updates so the dealer can respond to the customer and central teams can report on the network.
- Critical records
- Booking, workshop event, job status, vehicle history and completion.
- Business benefit
- Dealer service updates can stay linked to the customer and vehicle history for the next team.
Acquisition and sales selected.
CRM, customer data and dealer systems
Agree what belongs in CRM and the dealer system.
Twin CRM
Supports leads, customer and vehicle relationships, dealer routing, sales and service follow-up, communication and role-specific workflows.
Explore Twin CRMDealer Management System
May remain the system of record for dealer transactions, inventory, repair orders, workshop activity, parts and dealer financial records.
Integration engineeringPangoCDP
For a proposed customer programme, bring permitted enquiry, owner and service signals into relevant audiences and dynamic follow-up. Scope the data, channels and connections alongside the existing CRM and dealer systems.
Explore PangoCDPThese systems can exchange customer and vehicle records through agreed identifiers and interfaces, while each continues to support its own tasks.
Central versus dealer reporting
Give each team the reports it needs.
Dealer teams need to see their pipeline, open service work and follow-up. Central teams need dealer acceptance, network trends and data-quality reports, with access controls separating each dealer’s operational information.
Frontline team
Assigned leads, customer and vehicle context, next actions and permitted history.
Dealer leadership
Local pipeline, hand-offs, workshop activity and outstanding service work.
Central team
Network coverage, allocation outcomes, dealer trends and data-quality exceptions.
Mitsubishi Motors Vietnam
Explore the full sales and service programme.
The story brings the programme’s two original architecture diagrams and detailed screen evidence together. Public Mitsubishi Connect+ downloads describe the owner app’s adoption; they do not measure internal CRM users or dealer deployment.
Before we begin
Shaping the dealer and customer lifecycle
Can the Dealer Management System remain in place?
Yes. CRM, customer applications and dealer transactions can have distinct responsibilities. Agree the relevant identifiers, interfaces and update rules so each team receives the context needed for its work.
What can an owner app add?
An owner application can provide a continuing route to vehicle information, dealer contacts and service history. Mitsubishi Connect+ illustrates the owner-facing experience within Twin’s wider Mitsubishi Motors Vietnam CRM and dealer programme.
Where could customer-data journeys fit?
A proposed PangoCDP programme can use agreed customer and service signals for relevant follow-up through configured channels. This is a scope option for a new engagement; the Mitsubishi story describes the actual delivered CRM, applications and SAP DMS integration.
Lifecycle and system map
Make responsibility clear across the dealer network.
Bring one enquiry or service booking that is difficult to track. We can map its customer and vehicle records, the responsible dealer and a first connection your team can test.