Automotive

Influenced by recent European directives and increasingly shorter "Time to Market” strategies, many automakers are losing speed. Furthermore, the success of low-cost models and the appearance of Chinese and Korean competitors have greatly influenced the competitive landscape.

In parallel with such market evolutions, consumer behaviour has significantly changed compared to automobile production and distribution systems. In order to meet their customers’ expectations, our clients require us to help them improve their performance by enhancing the use of and by better integrating customer data:

• Customer Marketing:
  Developing customer knowledge and implementing relational strategies – based upon strategic and operational customer segments – assures new customer conquest and the loyalty of existing customers.
• Product and service Marketing:
  Optimizating the product mix and service offers and tariffs, and the conception of new after-sales services.
• Distribution network performance:
  Build knowledge about distributors; help networks to define qualitative and quantitative objectives; conceive and implement systems and tools dedicated to point of sales, sales management.
• Industrial Optimization:
  Algorithmic modelling and analysis of industrial processes, identification of quality flaws, and identification and optimization of production series processes.
• Supply chain optimization:
  Analysis and modelling of logistic data so as to define optimal scenarios; identification of vehicle deviation risks; integration of constraints specifically related to manufacturer and distribution networks; development of expert systems.
• Long distance relationship optimization:
  Internet tools and call centres have developed a larger and more important strategic role in customer acquisition and development. Guaranteeing high quality contact with customers and efficient order and request treatment has become key success factor for customer satisfaction.

Selected Examples

• PSA:
  Implemented regional, potential-sales analysis system for spare parts.
• PSA:
  Built SFA tools for international sales.
• Volkswagen France:
  Audited dealer quality standards.
• A large French manufacturer:
  Installed computer-aided management and manufacturing system.
• A large French manufacturer:
  Created maintenance-oriented telephone hotline.
• A large French manufacturer:
  Developed European relationship marketing system.
• A manufacturer’s financial services subsidiary:
  Set-up of customer acceptance scoring system for both private and business customers.

Main references

CGI, DIAC, Europcar, Mercedes, Michelin, PSA Peugeot Citroën, Renault, Renault VI, Rover France, Volkswagen.