Customer Lifecycle Management CLM platform Submitted by Crosscode

Customer Lifecycle Management (CLM) platform Submitted by: Crosscode Technologies Pvt. Ltd. , Email – arindam@crosscode. in Call - +91. 99169. 65415 An enterprise wide information backbone for pan-branch operations for automobile dealerships © This document contains confidential and proprietary information of Crosscode Technologies Pvt. Ltd (CTPL). It is furnished for evaluation purposes only. Except with the express prior written permission of CTPL, this document and the information contained herein may not be published, disclosed, or used for any other purpose.

Story so far 2012 www. crosscode. in Founded in Nov, 2012. Focus – customer interaction & process automation. CC solutions for customer helpdesk operations for reputed brands. Domains – retail, healthcare, banking, automotive. 2014 Govt of Karnataka signs up Crosscode. Dept. Of AHVS implements Crosscode CIMS for state wide helpline. Key modules – ticket generation, assignment, SLA mapping, escalation. Domains added – Utility services, Telecom. 2016 Mercedes Benz India signs up Crosscode. National helpdesk of entire Mercedes customer base on our platform. Mobile interface for field executives launched. Platform hosted as a Cloud Service. 2017 GTL India puts 33, 000 mobile towers on Crosscode Pan India NOC of GTL will be working on Crosscode Ticketing Platform + CIMS. 2 All logos and trademarks are copyrights of their respective owners / brands and the same is acknowledged.

Associations www. crosscode. in 7 cities, 9 brands, 20+ dealerships, 700+ users. * CLM Platform is ready & compatible with all the above mentioned brands. 3 All logos and trademarks are copyrights of their respective owners / brands and the same is acknowledged.

Crosscode CLM platform – bringing in the paradigm shift www. crosscode. in Still trying to fit your requirement into the software you bought… Do it the other way round using the Crosscode Automotive CLM… 4

What is the Automotive CLM Platform www. crosscode. in Crosscode CLM Platform is • An enterprise wide information backbone • It generates relevant customer interaction opportunities, at the right time • Enables communication with the customer over call, SMS, email, mobile apps, etc. Engage smartly Build customer loyalty Increase Repeat, Referral & Recurring business Long term growth & sustainability 5

The Dealer Benefit Story from CLM Easy accessibility – Cloud or On-premise • Cloud based – no systems, IT overheads. • Premise based – centrally hosted on private network Multi-channel communication • Phone based communication • SMS gateway provision with short/long codes for receiving. • Email integration with public or private mail services. • Mobile apps – API integration with 3 rd party apps. • Web integration – with web forms or hosted 3 rd part services. • Do more contacts, make more conversions. Lead generation • Based on dealer or outlet specific business rules. • Works on all data sources – DMS, intranets, Excels, ERPs, etc • Saves marketing expenses. Ease of use • Uniform user interface (UI) across all departments • Intuitive automobile specific UI, so no training needed • Save manpower & training costs. www. crosscode. in 360 customer view • 1 screen shows all available customer information. • No scrolling, no tabs, no navigation. 1 click access to details. • Higher First Call Resolutions, less call times, make more calls. Faster process flows • Real time status updates, leads to faster responses. • No process bottlenecks. • Seamless data flow between processes / departments. • Turnaround customer requests & services faster. Close monitoring • Real time dashboards, reports, MIS to monitor activities. • Remote monitoring possible • Leads to increased productivity Audit & accountability • All activities – calls, emails, sms are logged with timestamp • 100% voice recording available • Secure data & business plans. Business enabler • CLM is a true business enabler platform. 6

How do you drive customer retention and loyalty? www. crosscode. in Key factors that help you drive customer retention & loyalty Accessible Available Proactive Responsive 7

How accessible are you? www. crosscode. in Facebook Website Twitter ACCESSIBILITY REACH OUT REACH IN Email Mobile Apps SMS 8

How available are you? www. crosscode. in On-road 24 x 7 Service Open hours AVAILABILITY REACH OUT REACH IN Closed Hours Emergency calls Call routing 9

Are you being proactive? www. crosscode. in Service Reminder New regulations Insurance Reminder PROACTIVE REACH OUT REACH IN PUC Reminder Promos Alerts 10

Are you being responsive? www. crosscode. in Maximize 1 st call resolution Minimize repeat calls 100% calls answered RESPONSIVE REACH OUT REACH IN Answer within 4 rings Minimize putting on hold 0% missed calls 11

CLM drives you towards customer retention and loyalty www. crosscode. in The CLM platform, as a business enabler, fuels your drive towards customer retention & loyalty REACH OUT CLM REACH IN 12

Multi-media support by CLM www. crosscode. in CLM platform is an enterprise wide software suite for Automotive domain, that has integrated telephony Web Email CLM SMS Integrated Telephony 13

Processes automated by CLM www. crosscode. in Inbound Customer Service Extended Warranty Post Sales Feedback Services + PSF Insurance CLM 14

Sample inbound process www. crosscode. in CLM can deliver a best -in-class customer helpdesk setup over inbound calls Assignment Requests Customer search Call routing Call in • Dealers can have a single number for customers to call in. • Use an intelligent IVRS to route calls as per choice. • Enable self-service on IVRS. • System comes with ACD for routing calls based predefined criterion. • System can popup customer data to agent using incoming CLI. • Agents can also search for customer using name, phone, vehicle registration number, etc. • System can extract relevant data associated with the incoming caller id and display to agent. • System enables maximizing 1 st call resolutions to provide a much improved customer experience over call. • System can provide a data entry form / screen using which agents can enter any requests, complaints, feedback being provided by the caller /customer. • Agents will more equipped to answer customer queries in a satisfactory manner. • Requests taken by agent can saved in the system with corresponding dispositions. • Dispositions can be pre-defined and can be different for different inbound processes. • The system (CLM) can generate tickets for every request/complaint registered. • Tickets can be autoassigned to predefined officials for resolution. 15

Sample process flows - sales www. crosscode. in Closure Conversions Follow-up Profiling CAF • Digitised CAF to enable data collection at source. • Execs can use tabs • Perform customer profiling based any parameters as needed. • Auto-assign customer leads to respective execs for test-drive, finance, booking, etc • In case booking does not happen, all enquiry data is available for followup calling or activities. • Assign data to field execs on ECLM (mobile) for door visits. • Regular churning of data for followup calls. • Matching profile to new releases, promos, etc. • Enquiries can be converted to bookings either in CLM directly or by way of DMS upload. • Leads can be generated for finance options for call-out. • Data related to car exchanges, POC can be tracked and assigned to used car sales inventory. • Status changes from booking to delivery can be effected as and when they occur. • Tracking from booking to delivery with regular status changes and autoassignments to respective process execs. • PDI status tracking. • Registration & ROC activities tracking • Invoicing can be done directly in CLM or can be uploaded from DMS. • Delivery activities – gatepass, accessory check, etc tracking. • Social media or web update of sale photo. 16

Sample process flows – Insurance www. crosscode. in Dialing Distribution Dial List DMS • Input to the process • Customer list in XLS / CSV format • Dial list for 60 th day generated • Dealership / Nondealership based sorting • Auto-distribution based on agent performance & skill • Locked to agent if call is connected. • Agents dial the customer records in auto-preview mode. • Complete track of agent dialing performance. • 100% voice log for verifications & QA Appointment Fixed • Customer record marked for assignment to field executive • In-build scheduler will push appointments to executives on given dates • Appointments not fixed are churned back into the dialing list to that agent for followup action 17

Sample process flows – payment collections www. crosscode. in Payment collections Confirmation On-field access Assignment • Pincode wise mapping • Assignment to field execs based on mapping • Field Execs log into ECLM (mobile). • Check their appointments. • Can make calls to customer, coordinator, telecaller using dealer’s PRI • Field execs can call customers to confirm appointment timings & venues • Can re-schedule appointments & the same will be reflected in CLM. • All such conversations are recorded in central servers for future reference. • Field execs collect the payment – cash, cheque or card. • Enter payments details into ECLM on the spot, instantly. • Payment received confirmation is SMSed to customer’s registered mobile number. • For cash collections, receipt number is SMSed and the receipt is emailed to the customer. Policy / covernote emailed • All customers whose payments are collected, are autoupdated as “Payment made” • Auto-generation of policy letter or cover note based for all payment made customers • Policy letter or cover note is auto-emailed to individual customers instantly. • List is available with Insurance manager login for review & approval from principle 18

Sample process flows - service www. crosscode. in Dialing Distribution Dial List DMS • Input to the process • Customer list in XLS / CSV format • Dial list for 15 th day generated • Dealership / Nondealership based sorting • Auto-distribution based on agent performance & skill • Locked to agent if call is connected. • Agents dial the customer records in auto-preview mode. • Complete track of agent dialing performance. • Tools to handle queries on insurance, last service, estimation, etc are on screen for ready access to all pertinent data. • 100% voice log for verifications & QA Appointment Fixed • Customer record marked for appointment. • Appointments could be for drive-ins or pick&drop. • In-build scheduler will push appointments to service advisors on given dates • Appointments not fixed are churned back into the dialing list to that agent for follow-up action 19

Sample MIS for Insurance process www. crosscode. in Insurance Process Number of policies processed under CLM xxx Number of customers renewing their insurance with DEALER Number of customer who have done insurance with DEALER at least once xxx Number of customers who have done insurance with DEALER but no service Number of customers who have bought car from DEALER, but never insured with DEALER xxx 20

Sample MIS for Service process www. crosscode. in SMR Process Number of serviced customers xxx Number of customers servicing with DEALER repeatedly Number of customer who have serviced with DEALER once xxx Number of customers who have serviced with DEALER but no insurance Number of customers who have bought car from DEALER, but never serviced with DEALER xxx 21

Sample MIS for overall dealership www. crosscode. in Flag Number of customers who have bought car from DEALER but neither serviced nor insured with DEALER xxx 22

What is the bottom line? www. crosscode. in The bottom line is CLM delivers tangible ROI to the management… ROI Operational Managerial Technology Strategic Parameters Figures that talk • Cycle time reduction • 67% jump in productivity • Cost reduction • 50% reduction in monthly telecom charges • Increased productivity • Double your contacts or halve your manpower costs • Improved customer service • Generate 50% in house leads, save marketing expenses • Improved decision making & planning • Generate more cross-sell / up-sell • Drive performance • 100% data accuracy, better customer confidence • Better resource management • Connect all outlets, have all data at your fingertips • Secure data, streamlined processes • Reduced IT overheads • Supports business growth • Generates differentiators 23

Show me the money !!! www. crosscode. in Lets see how CLM delivers the ` ` ` Parameters Before CLM After CLM Talk time 180 secs Process time – from search record call disconnect search for next record 374 secs (see Anx A) 224 secs Leakage time (unproductive work) 194 secs 44 secs Total talk time duration in seconds 14400 Total calls done (total talk time / process time for 1 call) 39 64 Productivity growth 0% 67% Extra calls per agent per day 0 26 Total calls per day 770 1286 Total contacts monthly (26 days) 20021 33429 For ONE (1) call For a talk time of 4 hours in a shift of 8 hours For a call center of 20 tele-callers So you can do 13407 extra contacts or do the same contacts with half the manpower; You are looking at a saving of INR 1. 00 L per month only from tele-calling operations !!! 24

thanking you… Crosscode Technologies Pvt. Ltd. , No 478, 2 nd Floor, 1 st Main Road, Anand Nagar, Bangalore – 560024, India W: www. crosscode. in

CORE Unified Reporting Tool CORE can be accessed across devices – PC, tab, phones… www. crosscode. in Report, charts across applications 26

Business critical reports from CLM Platform Appointment Vs. Reported Field Names Description Branch Name Workshop Taken Reported Appointments taken for the date Reported % Reported / Appointments No Show Appointments - Reported No Show % No show / appointments Purpose of this report is to give a branch wise insight into how effective is their customer affinity and loyalty. This shows customers have given appointments and whether they have come or not. www. crosscode. in CRE PERFORMANCE REPORT Field Name Description Sl No CLM ID Agent login Branch assigned to agent CRE Name Calls Made On 01 -07 -2017 Calls Answered On 01 -07 -2017 Hit % Appt Taken For 02 -07 -2017 Booking % Appt Reported On 02 -07 -2017 Effectiveness % Ultimate Effectiveness % Name of agent Dialled calls for the day Answered / Dialled Appointments confirmed for next day Appointments / answered Cars reported on the next day Reported / appointment reported / dialled Shows the over all productivity of the agents (CREs). 27

Business critical reports from CLM Platform CLMLogin Branch RNR CALL BACK Call Disconnected By CRE Line Busy / Call Waiting SWITCHED OFF NOT REACHABLE Call Disconnected By Customer LESS MILEAGE SUM FOLLOWUP Pn. D Self PICK Drop SUM APPT Lost To Blue Lost To Lakshmi Lost To Pavan Lost To Trident Migrated Service Done In Advaith Service Done In Local Sold The Car Total Loss Of Vehicle Wrong Number SUM LOST Bad Experience Convenient Facilities not Provided by Dealer Cost Is High Distance Repair Quality SUM DISS SUM Overall Login id of agent Assigned branch Count Count Summation of followup attempts Count Summation of appointment calls Count Count Count Summation of lost customers Count Count Summation of general dissatisfaction Overall summation www. crosscode. in CRE CALL DISPOSITION REPORT Purpose of the report is the provide insights on the various dispositions wise counts and summaries. It tells the CRE wise outcomes in terms of followups made, appointments taken, lost customers, dissatisfied customers. 28

Business critical reports from CLM Platform Ticket id Owner Customer name Contacted By Agent who called. Agent Location Branch of agent Contacted. Date When call was made Appointment Date Primary Status Secondary Status Ticket. Type When appointment was given Type of service – FS or PS. Due. Type Service type that is due VIN Regn. No This reports tells us CRE wise how many appointments have been taken and also of those appointments what are the service types. For e. g. , how many appointments for Free Service 1 has been taken by CRE for a given date. Additional dispositions. Service due date Last. JCMileage SERVICE CRE INTERACTION REPORT Call disposition Due. Date Last. JCDate www. crosscode. in Last jobcard date Last jobcard mileage VIN Car registration number. First. Name Primary Number Comments Contact number of customer Voice of customer, typed by agent 29

Business critical reports from CLM Platform Customer Name Regn No VIN Customer name Vehicle registration no. VIN Due Date Service due date Due Type Service type as due Ticket Type 2 Whether customer is active or not regular Last JCDate Jobcard date Branch Assigned To Reason Sub Reason Total Follow. Ups Workshop SERVICE DISSATISFACTION REPORT This reports gives critical insights into the service dissatisfaction levels for a workshop and also the reasons for dissatisfaction. This gives a clear indication to the dealer principles as to where they are lagging and have to improve their performances to grow their business. Assigned to agent Dis-satisfaction primary reason. Specific reason No. Of followups done to convert customer Set On Appointment date Set By Appointment taken by agent Ticket ID Comments www. crosscode. in Voice of customer, typed by agent. 30

Business critical reports from CLM Platform Branch # of CREs Calls made PER CRE /day Outlet OUTLET WISE EARNING REPORT Number of CREs This reports gives the earning picture of each and every branch for the dealership. It is unique because in a single report a unified view of the contacts (calls made) and conversions (appointments) and earnings (revenues) is shown. This report helps the dealership to identify the weak links and work on them. Number of calls dialled per CRE per day Calls answered Number of calls answered PER CRE /day Answered per CRE per day Appt taken PER CRE /day Earning Forecast www. crosscode. in Appointments taken (for Service or INS) for the month. Appointments per CRE per day Projected earnings @ INR 1000 - 1500 per service or policy (this is dealer margin, not the actual service bill or policy premium paid by customer). Appt reported / Meeting Cars reported to workshop or INS Exec met the customer PER CRE /day Per CRE per day Earning Realised Actual earnings @ INR 1000 - 1500 per service or policy (this is dealer margin, not the actual service bill or policy premium paid by customer) Margin Slippage Forecast - Realised Profitability Earnings per CRE 31