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Elevating Service Excellence for Daimler India Commercial Vehicles
Improving DICV's Dealer Management System (DMS) with Advanced AMS Support.
Company Name
Daimler India Commercial Vehicles
Industry
Automotive
Location
Japan
Implementation
Enhanced Operational Efficiency
Application
Efficient, Seamless, Automated Platform
Background
The dynamic alliance between Daimler AG and Indian company Hero MotoCorp gave birth to DICV & its Dealer Management System (DMS). This software solution is tailored to enhance & streamline various operational aspects within dealerships & distributorships. We provided 24x7 AMS Support, handled development requirements, drove accountability and ownership with time and target driven transformation of these services.
Our Approach
Streamlined Ecosystem Development for DMS and Maintenance We delivered AMS support for DICV DMS, aligning with digital transformation and introducing innovative solutions to drive business growth. Proactively resolving issues and providing clear resolution plans minimizing downtime, preventing potential business losses.
Challenges Faced
Complex Business Process
DICV’s large-scale reputation and database involved intricacies of dealership operations including, managing vendors and dealerships, such as inventory management, sales, finance, etc.
System Performance and Scalability
DMSs manage large data volumes and handle price adjustments for all truck variants and parts every six months, especially during peak operational hours.
Integration with Third Party Systems
DMS often needs integration with various third-party systems such as Azure Blob, D365 (MS Dynamics CRM), SAP PI Middleware, etc, and ensuring seamless integration and data exchange between these systems was challenging due to differences in data formats, protocols, and APIs.
Data Security and Compliance
Dealership data, including customer information, financial records, and vehicle inventory, is highly sensitive, so it was crucial to ensure robust data security measures.
Services We Provide
Infrastructure management
We provided all Siebel, Azure Blob, and D365, MS based infrastructure solutions like development enhancement, server monitoring, patching, and management, MS Windows server monitoring, and management.
Solution Operation
We guaranteed uptime of critical business solutions through Application Monitoring of D365 ensuring the system stays healthy through proactive Application Operation, evergreen through continuous patching and security updates.
Process Automation
Automation was done to streamline the management of master data and other essential elements within the application. Utilizing predefined rules and criteria, automation scripts were employed to automate routine maintenance tasks like data cleansing, configuration updates, and other repetitive tasks.
Transition Management
In the realm of personnel onboarding, we provide essential training and support for the AMS application to new employees, Ensuring the transfer of key knowledge from the implementation team to the operations team.
Problem Management
Single point of contact Service Desk for all application related incidents and requests with our 8 am to 8 pm service hours with rapid resolution. Production Support Continuous reduction in the number of incidents including higher and lower priority issues through incident pattern and root cause analysis. Triage for Ticket Management Categorized and resolved service requests based on point of origin like Sales, Admin, Service parts, etc., and then based on severity matrix into P1 Critical, P2 High, P3 Medium & P4 Low.
Business Outcome
Enhanced Accountability
Through our partner oriented holistic approach, we established a single source of accountability, ensuring continuity of resources and effective risk mitigation and streamlined decision making processes.
Improved Operational Efficiency
DICV achieved remarkable milestones together with our unwavering commitment to resolving tickets on the same day this shift has not only enhanced the quality of DICV s AMS services with stability and performance but also greatly improved user satisfaction.
