PROJECT DESCRIPTION
Vision
Honda has vast business all across Europe and its market is highly diversified. They need to monitor the performance of sales and business process all over Europe.
Solution
A CSM (Customer Satisfaction Management) that helps to monitor the performance of sales and service business processes in each market in Europe.
Features
- Auto dealers can respond to customer feedback collected via online survey.
- In case of dissatisfaction, dealers can contact customers to resolve the issues.
- Country managers can monitor the performance of dealers and the feedback from customers.
- They adapt their strategies based on KPIs presented in dashboard and in several dynamic reports in the web-portal.
- If requires, country managers can prepare training tasks for respective dealers accordingly.
Results
- Significant customer confidence in Honda as a company.
- Great improvement in dealers’ performances.
- In time change in strategies to win more customers.
Technologies
Java/J2EE, JSP, Struts, Spring, Hibernate, BIRT/Actuate, HTML, CSS