For one of South Africa’s most beloved motoring brands, a divestment by a global parent company sparked a digital transformation process that has helped it break down internal silos and gain a real-time view over each customer to help it deliver a consistently superior customer experience.
“We had been reliant on the systems and processes of our US-based parent company until they divested in 2017,” says Loren Meyer, Department Executive for Information Technology at Isuzu Motors South Africa. “We had to build local capabilities, and since it’s our aspiration to be a leader in the manufacture and supply of vehicles, and to exceed customer expectations, we needed a technology solution that would support our growth plans. We chose SAP technology and Dimension Data as our implementation partner, and have achieved outstanding results to date.”
From spreadsheets to Sevice Cloud
Previously, Isuzu’s sales team were relying on Excel spreadsheets, CRM tools, emails and portals to log, track and manage customer enquiries. This left them without a complete view over each customer and unable to accurately track the progress of the sales pipeline.
“We wanted an integrated service solution with a single point of reference to create, update and track a customer enquiry,” says Meyer. “We chose to implement SAP Service Cloud, which helped us reduce the number of systems an agent has to use to resolve a call, and enables our teams to resolve customer enquiries more quickly. The built-in analytics tool has empowered our managers to get a real-time view of each call to allow for personalisation according to each user’s preferences or role.”
Partner support ‘invaluable’
The Isuzu team were supported throughout by implementation partner Dimension Data. Natasha Govender, SAP CX Manager at Dimension Data, says the implementation has enabled Isuzu to reduce the number of legacy systems and improve the overall customer experience. “By empowering users with a 360-degree view of each customer across both the sales and service teams, Isuzu is now better placed to deliver a seamless and consistent customer experience.”
Meyer says the support from Dimension Data has been invaluable. “Having partners that understand our landscape, business challenges and pain points has been hugely beneficial, as we can collectively discuss, analyse and take action on any changes, allowing us to make more efficient decisions while minimising risk to the business.”
Enabling business continuity in ‘new normal’
The implementation has produced outstanding business results.
“Our implementation coincided with the global COVID-19 outbreak and South Africa’s first lockdown, which meant our user community were required to work remotely,” says Meyer. “Call centre agents could access the SAP Cloud Service solution from their offsite working locations and seamlessly continue to provide the high levels of service and support to our valued customers.”
Other benefits provided by the SAP Service Cloud module included:
- The ability to effectively manage increased activity and numbers of customers showing online interest in Isuzu products and aftersales services;
- The ability to offer financial relief options as well as introduce several service support campaigns relating to vehicle warranties, roadside assistance, and other technical services;
- The ability to route all enquiries and requests directly from the website into the Service module where each lead and service request could be recorded, qualified by a customer care agent, and sent through to the nearest or most convenient dealer.
Meyer adds that flexible accessibility and the ability to work off a centralized customer and product platform has greatly benefited the operational teams. “As a company we are pleased that our business operations have been able to continue uninterrupted during these extraordinary times, resulting in a strong finish to the year.”
Cameron Beveridge, Regional Director for Southern Africa at SAP, points to Isuzu’s ability to understand each customer at an individual level and in real-time as a true differentiator. “In today’s Experience Economy, companies that can consistently meet and exceed individual customer expectations will outperform their less agile peers. The outstanding implementation achieved by Isuzu and their implementation partners Dimension Data will serve the business well as it looks to build on its proud legacy in South Africa and beyond.”