Challenge

Mitsubishi Motors Vietnam (MMV) faces several key challenges in managing their customer interactions. One significant issue is the lack of centralised customer management. Currently, customer care activities at MMV are scattered and unsynchronised. This leads to inconsistent recording of detailed outcomes from customer calls, emails, or meetings.

The absence of a systematic approach to documenting customer interactions and next steps creates difficulties in tracking each customer’s status. This can result in missed business opportunities and suboptimal customer service.

Additionally, integrating data from other systems within MMV, such as CRM and project management systems, is also a substantial challenge. Ensuring accurate and timely information flow from these systems is crucial for maintaining the integrity and consistency of customer data.

Solution

O2O CRM Sales System: MMV has successfully addressed these challenges by implementing Twin Global’s O2O CRM Sales system. This robust solution not only professionally records and manages customer interactions but also seamlessly integrates with the Dealer Management System (DMS), significantly improving the company’s overall efficiency.

A Mobile App for Sales Team: To enhance flexibility in customer care, MMV has developed a Mobile app for their sales team. This app empowers sales professionals to capture business opportunities and engage with customers anytime and anywhere.

O2O CRM Services system: Furthermore, MMV’s O2O CRM Services system actively monitors vehicle maintenance progress, ensuring that customers receive dedicated care and a safe, reliable experience.

A Mobile App for Customers: As part of their commitment to innovation, MMV has created a dedicated mobile app for customers. This app allows customers to track their maintenance schedules, make appointments, and earn loyalty points for rewards. It offers a convenient and user-friendly way for customers to interact with and receive guidance from MMV.

Results

The implementation of the O2O CRM Sales system at MMV has yielded remarkable results for their customers. MMV has successfully established a centralised customer management system that covers every aspect of the customer journey, from initial contact to purchases, maintenance appointments, point accumulation, and reward redemption. This comprehensive approach ensures a seamless and consistent experience for customers throughout their interactions with MMV.

Furthermore, the system offers robust reporting capabilities for Distributors, Managers, and the Board of Directors (BOD). This empowers managers and administrators to closely monitor all business activities, assess performance, and make strategic decisions based on detailed data and insights.

Thanks to MMV’s commitment to providing premium solutions and support, they have achieved comprehensive success in customer management and business administration. MMV’s success story serves as a testament to the effectiveness and superiority of Twin Global’s O2O CRM Sales system.

Business Benefits

MMV customers have embarked on an impressive journey towards establishing an effective O2O CRM system. Among the significant business advantages they’ve reaped is the ability to swiftly and precisely gather customer information. This newfound capability enables MMV to gain deeper insights into customer needs and preferences, ultimately facilitating the creation of more effective marketing and customer care strategies.

Moreover, MMV has introduced strict oversight over the service utilisation process at their distributorships. Leveraging the O2O CRM system, MMV now maintains effective control over the customer care and vehicle purchase journey. This ongoing monitoring and evaluation empower MMV to continuously enhance the quality of their services, resulting in improved customer satisfaction and trust.

Integrations

MMV has achieved seamless and effective integration between its DMS system and the CRM Sales system. This integration ensures flawless synchronisation and optimization of management processes, spanning from customer access to sales and customer care.

Furthermore, MMV has also incorporated the Hoa Sao Call Centre system into its business infrastructure. This integration empowers MMV to flexibly and efficiently manage interactions with customers. The call centre system offers convenience and caters to various customer needs, including appointment scheduling, consultation, and issue resolution.

The successful integration efforts undertaken by MMV have culminated in the establishment of a comprehensive and interconnected system across various departments. This development enhances professionalism, efficiency, and convenience, benefiting both customers and the business as a whole.