Mitsubishi Motors Vietnam · Connected customer & dealer operations

One customer lifecycle across manufacturer, dealer, sales, service and reporting

Across three major programmes, Twin connected lead and sales activity, ownership and service workflows, Dealer Management System integration and role-specific analytics—creating a broader operating model around the customer and vehicle lifecycle.

CRM & salesService & loyaltyAnalytics & reporting
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Mitsubishi Motors dealer and vehicle brand context

The programme

The customer journey crosses more organisations than the customer ever sees

A vehicle customer moves through marketing, sales, dealer activity, ownership, maintenance and service—but those stages involve different teams and systems. Mitsubishi Motors Vietnam needed a clearer way to connect that journey across central operations, dealers, frontline sales and workshop activity.

Twin treated CRM, service and analytics as connected parts of one operating problem rather than three isolated software projects. Dealer Management System integration anchored the programme in dealer operations, while mobile and customer-facing functions extended the relationship beyond head-office users.

The result was a programme organised around the actual lifecycle: acquire and manage the lead, support the owner and vehicle through service, and give different roles the reporting needed to understand performance.

Three connected use cases

Three programmes, one connected operating model

1

CRM & Sales Management

Turn every lead into visible, assignable sales work

MMV needed to capture and manage customer interest across online and offline channels, allocate leads to the right teams and dealers, maintain follow-up visibility and connect customer activity with the sales process.

Delivered capabilities

  • Lead capture from online and offline channels.
  • Lead allocation based on defined criteria.
  • Lead status, follow-up and marketing-event visibility.
  • Mobile CRM access for frontline sales teams.
  • Customer, status and order information available within the operating workflow.
  • Integration with MMV order-management processes and relevant Dealer Management System context.
  • Sales performance reporting and configurable management views.

The goal was practical: give central and dealer sales teams one operating path from enquiry through follow-up and order activity.

Mitsubishi Motors Vietnam CRM customer information screen
Customer information within the CRM workflow.
Mitsubishi Motors Vietnam order management screen
Order information connected with the wider sales process.
2

Service Management & Customer Loyalty

Make the customer record useful long after the vehicle is sold

The second use case extended the programme into after-sales service and the continuing relationship between MMV, dealers, workshop teams, customers and vehicles.

Delivered scope

  • Service CRM functions for dealers and MMV teams.
  • Maintenance schedules, appointments and service-history visibility.
  • Workshop activity tracking from check-in through completion.
  • Customer follow-up and service communication.
  • Customer-facing loyalty functions, including service booking and maintenance tracking.
  • Connected customer and vehicle context across the ownership journey.

The published programme focuses on continuity: the customer record does not stop when the vehicle is sold. It becomes part of the service, maintenance and loyalty relationship.

Mitsubishi vehicle context from the published customer story
The ownership and service journey centres on the relationship between customer, vehicle and dealer.
3

Real-Time Analytics & Dashboard Reporting

Give each role a clearer view of the network it is responsible for

The analytics programme brought operational information into dashboards and reports designed for management and operational teams rather than forcing each team to reconcile separate data views.

Reporting and analytics scope

  • Unified KPI views across sales, service, customer satisfaction and inventory.
  • Customisable reports for different management and operational requirements.
  • Sales performance monitoring and dealer/service-centre views.
  • Customer feedback and retention analysis.
  • Lead-time and booking visibility.
  • Predictive-analytics and decision-support use cases described in the published programme.

The reporting programme included real-time dashboard views for defined management and operational use cases, alongside configurable reporting for different roles.

Mitsubishi Motors Vietnam KPI dashboard
Unified KPI dashboard for management and operational visibility.
Mitsubishi Motors Vietnam sales performance dashboard
Sales performance reporting from the published analytics story.
Mitsubishi Motors Vietnam customer retention dashboard
Customer and retention analysis within the reporting programme.
Mitsubishi Motors Vietnam lead-time dashboard
Operational lead-time visibility helps teams investigate performance.

Connected operating model

The platform becomes powerful at the hand-offs between manufacturer, dealer, frontline team and customer

Viewed together, the three use cases form one connected programme. Leads enter from multiple channels and move through sales teams and dealers. Customer and vehicle information continues into ownership and service. Dealer and workshop activity feeds the wider operating picture. Reporting then gives different roles visibility into sales, service and customer performance.

Dealer Management System integration is an important part of that continuity: the CRM and customer-facing functions do not operate as an isolated layer beside the dealer network.

Mitsubishi vehicle and ownership context

What the connected model changed

A stronger operating picture across the full customer and vehicle lifecycle

Together, the programmes gave teams stronger operational visibility, more coordinated sales and service activity and better support for data-driven management decisions—without reducing the customer journey to a single department or system.

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Why this programme stands out

Mitsubishi Motors Vietnam shows enterprise CRM at network scale. Customer data only becomes useful when dealer action, service activity, mobile access, system integration and analytics can follow the same lifecycle across organisational boundaries.

The important architectural lesson is that a dealer network does not need one system to replace every specialist platform. It needs a clear operating relationship between the customer-facing CRM, dealer systems, service workflows and reporting layer so that each participant can act on the right information without losing the wider customer and vehicle context.

Connect the customer lifecycle across your network

Discuss a CRM, dealer or customer platform

Talk to Twin about lead, sales, service, customer, DMS and reporting requirements that need to work as one operating programme.

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