Yutong Focuses on Customer Transformation As Key to Success

in collaboration with

Yutong Focuses on Customer Transformation as Key to Success

Capgemini helps bus manufacturer provide high- quality customer service in China The Situation platform, and to solve some of the most Yutong aspires, and has the potential, to urgent sales and service issues. Capgemini be the number one player in the Chinese consultants helped Yutong set up an SAP bus manufacturing market. It also seeks CRM 5.0 platform for several modules, opportunities to expand its footprint including Middleware, Business Partner, worldwide. Management knows that in Service Processing and Customer order to achieve its goals, the company Interaction Center. must offer customers the best possible Once the infrastructure process was experience. But to accomplish that, Yutong underway, Capgemini worked to also recognized that it would need some streamline Yutong’s business processes in help and guidance. sales opportunity management, customer The Solution analytics, customer reception and spare Yutong was impressed with Capgemini’s parts logistics. The team then helped strong Customer Relationship Yutong implement these processes into the Management (CRM) capabilities and CRM platform. experience within the automotive industry. The Result Capgemini was asked to come up with a With the new CRM processes and systems planning strategy that would help the in place, Yutong now enjoys an integrated company better understand its current 360-degree customer view, a centrally- situation and to develop a roadmap to managed call center and a web-based guide the whole CRM development path. service request and spare parts logistics system. During Phase One of the plan, Yutong and Capgemini worked to define and implement major objectives, which were to set up a CRM

Capgemini worked closely “with us, it understands our business and also brings deep expertise in automotive CRM to help us to achieve our strategy. ” Wang Shengjun, Chief Information Officer Yutong Group Automotive the way we do it

Most importantly, sales and service The business consultants helped identify • leads and opportunities management processes are aligned so they can be business process improvement areas and • customer analytics responsive to customer needs. streamlined the business processes in the • spare parts logistics. sales and service areas. The change How Yutong and Capgemini management consultants helped Yutong Capgemini used the Phase One approach Worked Together set up a new customer service center. The to handle the business elements of Phase Yutong Bus Co. Ltd has grown from a new center uses an SAP CRM CIC Two. The team streamlined the process local bus manufacturer to be the biggest platform to handle all inquiries, and designed future systems requirements bus supplier in the Chinese market. It also complaints and service requests. The and SAP CRM implementation. The exports thousands of buses each year to project team also built a web-based service functions were designed by the Capgemini countries such as Cuba, Egypt and Russia. portal to allow all the ASCs to place team but the Yutong team was responsible service orders and process billing for the customized development system Yutong is facing strong competition both settlements online, with backend using third party BI tools and a Netweaver in the domestic and overseas markets. The integration using SAP R/3 FI-CO. application platform. management team identified CRM as an area that needed to be strengthened if the Phase One was considered such a success Close collaboration between Yutong and company was to maintain its leadership by Yutong’s management team that they Capgemini was a key factor in the success position. immediately launched Phase Two of the of this project. The company is now on project. Major objectives of the second track to provide its customers with the Yutong was looking for a partner with phase included: best possible customer experience. depth and a wide range of skills, and strengths. The company looked to Capgemini because of its global profile as About Capgemini and the well as local presence in the Chinese Collaborative Business Experience automotive market. Capgemini has expertise in strategic, process and Capgemini, one of and the achievement of tangible value, technology consulting, together with the world’s foremost we help businesses implement growth credentials in customer relationship providers of Consulting, Technology strategies, leverage technology, and thrive management projects with complex global and Outsourcing services, has a unique through the power of collaboration. and local organizations. way of working with its clients, called Capgemini organized a series of the Collaborative Business Experience. Present in 36 countries, Capgemini workshops to study Yutong’s corporate employs over 80,000 people worldwide development strategy. The team conducted The Collaborative Business Experience is and reported 2007 global revenues of interviews and focus group sessions with designed to help our clients achieve 8.7 billion euros. internal and external stakeholders, better, faster, more sustainable results including managers, dealers, ASCs through seamless access to our network More information about our services, (Authorized Service Centers) and of world-leading technology partners and offices and research is available at customers. Following this, Yutong and collaboration-focused methods and tools. www.capgemini.com. Capgemini worked together to develop a Through commitment to mutual success CRM strategy comprising these major components: Capgemini China Approved by: Automotive sector • agreed CRM strategy Wang Shengjun, CIO, Yutong Group Co., Consulting and Technology Service • high-level core CRM processes Ltd Customer Relationship Management • CRM business cases Shawn Gao, Account Manager, Capgemini SAP • system selection • CRM roadmap. In collaboration with 500 Enterprises” and was 41 in “China's 500 Most Competitive Enterprises of the Once the plan was approved by the CRM Year 2006” (the only bus enterprise on steering committee, Yutong launched the the list). In 2006, sales reached 10 billion first phase of the CRM implementation yuan, accounting for over 22% of the project. The project team consisted of domestic market. In the same year, Yutong’s business managers and Zhengzhou Yutong Group Co., Ltd, with 22,198 units of Yutong buses were sold Capgemini’s business and technical its head office in Zhengzhou, Henan and 2,002 buses were exported, resulting consultants. Capgemini adapted its province, is a large-scale enterprise group in export sales of $105 million. Today, the DELIVER methodology to manage tasks with bus-manufacture as its core business. number of Yutong buses on the road r and activities. Clear roles, responsibilities e Other strategic business areas include worldwide exceeds 120,000, clearly b m u and milestones allowed Yutong machinery engineering and real estate. making Yutong an international enterprise N e c management to have a transparent view of The group ranked 324 in “China's Top n e r e f the project status at all times. e R - r

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