English
JapaneseSUCCESS STORY
FORCE SC
FORCE 2.0 in Action - A CloudNative Transformation for CRM and Service Excellence
Company Name
FUSO
Industry
Automotive
Location
Japan
Impact
Driving Efficiency, Stability, and Growth
Application
DMS
A CASE STUDY
Mitsubishi Fuso Truck and Bus Corporation (MFTBC) is a leading Japanese manufacturer of commercial vehicles and a subsidiary of Daimler Truck AG. Headquartered in Kawasaki, Japan, MFTBC serves over 170 global markets and is famous for its pioneering efforts in zero-emission transport, including the electric eCanter series. Their focus on innovation, automation, and customer-centric digital transformation makes MFTBC a forward-thinking leader in the automotive industry.
Challenges Faced
Business Challenges
The core business challenges MFTBC faced stemmed from an outdated and inefficient system that couldn't keep up with modern operational demands.
Inefficient and Manual Processes
The heavy reliance on paperwork and a non-user-friendly interface resulted in significant delays, operational inconsistencies, and low productivity across sales and service teams.
System Instability
The legacy system suffered from frequent performance bottlenecks and crashes, which hampered daily operations and negatively impacted both staff and customer experiences.
Lack of Standardization
Fragmented processes across a large network of Sales Centres created inconsistent experiences for dealers and customers, hindering MFTBC's ability to maintain a uniform brand standard.
Obstacle to Growth
The outdated system was a major roadblock to MFTBC's strategic goal of becoming the number one commercial vehicle brand in Japan, as it couldn't support the enhanced functionality and user satisfaction needed for enterprisegrade operations.
The Solution
The solution delivered by Cubastion was a comprehensive, integrated DMS built on a modern, cloud-native architecture. It provided a single, synchronized platform for all of MFTBC's Sales Centres and Dealer Partners, seamlessly covering the entire spectrum of business operations:
Integrated Business Functions
Integrated Business Functions: The new system optimized key business processes, including: New Vehicle Sales: Streamlined the Quote-toOrder process with automated approvals and a fully integrated system for tracking chassis, parts, tax, and registration details. Used Vehicle Sales: Centralized the purchasing, assessment, and sales of used vehicles, creating an efficient and transparent process from acquisition to delivery. Parts Sales: Implemented an independent, streamlined Quote-to-Order process for parts, with automated stock validation, purchase order creation for out-of-stock items, and robust change/return order management. Service Management: Introduced a Service Management module centered around a digital Job Card, integrating customer and vehicle management and automating work order, quoting, and claim processes.
Key Areas of Expertise Demonstrated
End to End Siebel & Integration Expertise
Cubastion successfully integrated the new Siebel CRM with over 15 third party systems, including SAP S/4HANA, using a unified API gateway and an asynchronous architecture to ensure secure, high performance data exchange. Configuration, tuning, and performance optimization of Siebel CRM in a large scale environment.
Cloud Native Architecture
The solution was built on a modern, cloudnative stack using Docker and Kubernetes on Microsoft Azure, creating a highly scalable and resilient platform that handled high transaction volumes.
Strategic Partnership & AMS
Cubastion acted as a strategic advisor, providing a digital roadmap and continuous Application Management Services (AMS). It included proactive monitoring, performance tuning, and innovative automation to ensure the longterm success and stability of the platform
