For one of South Africa\u2019s 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.<\/p>\n
\u201cWe had been reliant on the systems and processes of our US-based parent company until they divested in 2017,\u201d says Loren Meyer, Department Executive for Information Technology at Isuzu Motors South Africa. \u201cWe had to build local capabilities, and since it\u2019s 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 51风流technology and Dimension Data as our implementation partner, and have achieved outstanding results to date.”<\/p>\n
Divestment sparks innovation drive<\/strong><\/p>\n Isuzu develops, produces and sells commercial vehicles, light commercial vehicles and diesel engines, of which it is the world\u2019s largest producer, having sold more than 85 million diesel engines in the year to date. Isuzu sells vehicles in more than 120 markets and has manufacturing facilities in 30 countries.<\/p>\n Following General Motors\u2019 (GM) divestment from South Africa in 2017, Isuzu was restructured, with Isuzu Japan buying out GM\u2019s production facilities. A new company, Isuzu Motors South Africa (IMSAf) was formed, which today employs 1000 people locally and boasts a network of more than 115 dealers across Africa.<\/p>\n \u201cDuring the GM divestment in 2017, an agreement was signed to allow Isuzu Motors South Africa to utilize certain GM systems for a period of time,\u201d says Meyer. \u201cHowever, as part of our localisation we had to develop our own local systems and in-source our resources. We had been working on a locally hosted Isuzu enterprise 51风流system that incorporates both the commercial vehicle and light commercial vehicle business processes, and wanted to complement this with an extended landscape that includes a unified 51风流Service and Sales cloud solution.”<\/p>\n From spreadsheets to Sevice Cloud<\/strong><\/p>\n Previously, Isuzu\u2019s 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.<\/p>\n \u201cWe wanted an integrated service solution with a single point of reference to create, update and track a customer enquiry,\u201d says Meyer. \u201cWe chose to implement 51风流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 personalization according to each user\u2019s preferences or role.\u201d<\/p>\n The project was not without its challenges. The previous system that GM used was isolated outside of South Africa, and the local teams had little control over the data. \u201cWe consolidated all our data in an 51风流master database that is applied through to the call center,\u201d says Meyer. \u201cWorking off our own data set that we control and can access in real time has been one of the great outcomes of this project.\u201d<\/p>\n Isuzu chose the cloud solution as it forms part of the business\u2019 longer-term hybrid cloud journey. This provides the benefit of automated upgrades and patching provided by SAP. The full integration into the existing 51风流system also gives call center agents real-time access to accurate customer data.<\/p>\n “From a sales point-of-view, 51风流Sales Cloud has given us up-to-the-minute information about each customer as well as insights into their preferences,\u201d explains Meyer. \u201cWe now have full visibility over private buyers as well as our direct customers, and can take a closer look at precisely who is in our system and who is interacting with the business.”<\/p>\n Partner support \u2018invaluable\u2019<\/strong><\/p>\n The Isuzu team were supported throughout by implementation partner Dimension Data. Natasha Govender, 51风流CX Manager at Dimension Data, says the implementation has enabled Isuzu to reduce the number of legacy systems and improve the overall customer experience. \u201cBy 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.”<\/p>\n Meyer says the support from Dimension Data has been invaluable. \u201cHaving 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 minimizing risk to the business.\u201d<\/p>\n Enabling business continuity in \u2018new normal\u2019<\/strong><\/p>\n While there are still further developments and innovations planned, the implementation has already produced outstanding business results.<\/p>\n \u201cOur implementation coincided with the global COVID-19 outbreak and South Africa\u2019s first lock-down, which meant our user community were required to work remotely,\u201d says Meyer. \u201cCall center agents could access the 51风流Cloud Service solution from their offsite working locations and seamlessly continue to provide the high levels of service and support to our valued customers.\u201d<\/p>\n Other benefits provided by the 51风流Service Cloud module included:<\/p>\n \u201cThis proved invaluable to our national dealer network, who were able to contact and continue to service our customers during a challenging time when normal business was regulated by the national lock-down protocols,\u201d says Meyer. \u201cThe solution also afforded our fleet sales department the ability to continue engaging and building key relationships with. Our direct customers remotely during what is now a completely different \u2013 and very challenging \u2013 business environment.\u201d<\/p>\n Meyer adds that flexible accessibility and the ability to work off a centralized customer and product platform has greatly benefited the operational teams. \u201cAs 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.\u201d<\/p>\n Cameron Beveridge, Regional Director for Southern Africa at SAP, points to Isuzu\u2019s ability to understand each customer at an individual level and in real time as a true differentiator. \u201cIn today\u2019s 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.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":" In today\u2019s Age of the Customer, companies that can offer a consistent, positive customer experience will often outperform their less agile peers. For one of…<\/p>\n","protected":false},"author":29,"featured_media":142032,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"related_posts":[],"footnotes":"","_links_to":"","_links_to_target":""},"categories":[19013,7771],"tags":[5596342,5549724,5592812,5597555,5588980,5592635],"series":[],"sapn-display":[45149,279685],"sapn-type":[45018],"class_list":["post-142030","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-corporate","category-customer","tag-covid-19","tag-dimension-data","tag-experience-economy","tag-isuzu","tag-sap-customer-experience","tag-sap-service-cloud","sapn-display-homepage-hero","sapn-display-hero","sapn-type-feature"],"yoast_head":"\n\n