The document details Crosscode Technologies' Customer Lifecycle Management (CLM) platform aimed at optimizing operations for automobile dealerships, highlighting key features, implementation history, and benefits for customer retention and efficiency. It emphasizes proactive customer engagement, automated processes, and the integration of telephony to streamline operations and improve service delivery. Additionally, the platform is positioned as a transformative tool that delivers significant ROI through increased productivity and reduced operational costs.

1. Customer Lifecycle
Management (CLM)
platform
Submitted by:
Crosscode Technologies Pvt. Ltd.,
Email – arindam@crosscode.in
Call - +91.99169.65415
An enterprise wide information backbone for pan-branch
operations for automobile dealerships
© This document contains confidential and proprietary information of Crosscode Technologies Pvt. Ltd (CTPL). It is furnished for evaluation purposes only. Except with the express prior written permission of CTPL, this document and the information contained
herein may not be published, disclosed, or used for any other purpose.

2. Crosscode – key associations
www.crosscode.in
Copyright of all logos & trademarks depicted above are acknowledged
2

3. Crosscode – team evolution
www.crosscode.in
2013-
2011•CommTEL implemented
with enterprise PBXes like
Siemens, Avaya, Cisco, etc
•Built speech applications like
keyword spotter & IVRS.
•CommTEL gets
implemented across
enterprises or BPOs as call
center or IVR platform
•Work starts on
CommTRACK platform
2007•CallDesk released
•CallDesk implemented for
Optimus, VirginMobile
•CTI apps for
Commonwealth Bank AU,
WestNet AU
•Work started on HIPCC
billing
2008•SmartBilling – HIPCC
billing platform released
•SmartBilling implemented
for VSNL
•Built SDP for speech based
VAS IVR for RCOM
•Integrated Nuance,
Telisma with Asterisk
2009•Work started on CommTEL
and associated product
suite
•CommTEL 1.0 released in
Dec 2009 with E1/PRI
support
•Crosscode Customer Lifecycle
Management (CLM) for
automobile dealerships
launched.
•Signed up with Maruti &
Hyundai dealerships.
•CLM with integrated telephony
going on to Amazon
•Hosted CLM + Call center
offerings tested & ready for roll
out.
2010-
2012-
•CommTEL 2.0 with SIP
support released
•CommTEL implemented
for international processes
with SIP trunk
•Wins order to setup call
center for BMTC as 1st of its
kind.
•PCI DSS v1.2 compliance
status attained, launch of
Payment IVR services
•CommTRACK implemented for
GTL’s power distribution
service
•CommTRACK based enterprise
CLM getting developed for
leading automobile chain
•CommTRACK based enterprise
CCM being designed for global
optical major.
•Video capability added to
CommTEL.
3

4. Crosscode CLM platform – bringing in the paradigm shift
www.crosscode.in
Still trying to fit your requirement into the
software you bought…
Do it the other way round using the
CommTRACK CLM…
4

5. How do you drive customer retention and loyalty?
www.crosscode.in
Key factors that help you drive customer
retention & loyalty
Accessible
Available
Proactive
Responsive
5

6. How accessible are you?
www.crosscode.in
Facebook
Website
Twitter
ACCESSIBILITY
REACH OUT
REACH IN
Email
Mobile Apps
SMS
6

7. How available are you?
www.crosscode.in
On-road
24x7
Service
Open
hours
AVAILABILITY
REACH OUT
REACH IN
Closed
Hours
Emergency
calls
Call
routing
7

8. Are you being proactive?
www.crosscode.in
Service
Reminder
New
regulations
Insurance
Reminder
PROACTIVE
REACH OUT
REACH IN
PUC
Reminder
Promos
Alerts
8

9. Are you being responsive?
www.crosscode.in
Maximize
1st call
resolution
Minimize
repeat calls
100% calls
answered
RESPONSIVE
REACH OUT
REACH IN
Answer
within 4
rings
Minimize
putting on
hold
0% missed
calls
9

10. CLM drives you towards customer retention and loyalty
www.crosscode.in
The CLM platform, as a business enabler, fuels
your drive towards customer retention & loyalty
REACH OUT
CLM
REACH IN
10

11. Multi-media support by CLM
www.crosscode.in
CLM platform is the 1st enterprise wide software
suite or platform today, that has integrated
telephony
11

12. Processes automated by CLM
www.crosscode.in
Driving School
Pre-owned car Sales
Sales + PSF
Services + PSF
Insurance
CLM
12

13. Sample process flows - sales
www.crosscode.in
Closure
Conversions
Follow-up
Profiling
CAF
• Digitised CAF
to enable data
collection at
source.
• Execs can use
tabs
• Perform customer
profiling based any
parameters as
needed.
• Auto-assign
customer leads to
respective execs
for test-drive,
finance, booking,
etc
• In case booking does
not happen, all
enquiry data is
available for followup calling or activities.
• Assign data to field
execs on ECLM
(mobile) for door
visits.
• Regular churning of
data for followup
calls.
• Matching profile to
new releases, promos,
etc.
• Enquiries can be
converted to
bookings either in
CLM directly or by
way of DMS upload.
• Leads can be
generated for finance
options for call-out.
• Data related to car
exchanges, POC can
be tracked and
assigned to used car
sales inventory.
• Status changes from
booking to delivery
can be effected as
and when they occur.
• Tracking from
booking to delivery
with regular status
changes and autoassignments to
respective process
execs.
• PDI status tracking.
• Registration & ROC
activities tracking
• Invoicing can be
done directly in CLM
or can be uploaded
from DMS.
• Delivery activities –
gatepass, accessory
check, etc tracking.
• Social media or web
update of sale
photo.
13

14. Sample process flows – Insurance
www.crosscode.in
Dialing
Distribution
Dial List
DMS
• Input to the
process
• Customer list
in XLS / CSV
format
• Dial list for 60th day
generated
• Dealership / Nondealership based
sorting
• Auto-distribution
based on agent
performance & skill
• Locked to agent if call
is connected.
• Agents dial the
customer records in
auto-preview mode.
• Complete track of
agent dialing
performance.
• 100% voice log for
verifications & QA
Appointment
Fixed
• Customer record
marked for
assignment to field
executive
• In-build scheduler
will push
appointments to
executives on given
dates
• Appointments not
fixed are churned
back into the dialing
list to that agent for
followup action
14

15. Sample process flows – payment collections
www.crosscode.in
Payment
collections
Confirmation
On-field
access
Assignment
• Pincode wise
mapping
• Assignment to
field execs
based on
mapping
• Field Execs log into
ECLM (mobile).
• Check their
appointments.
• Can make calls to
customer,
coordinator, telecaller using
dealer’s PRI
• Field execs can call
customers to confirm
appointment timings
& venues
• Can re-schedule
appointments & the
same will be reflected
in CLM.
• All such conversations
are recorded in
central servers for
future reference.
• Field execs collect the
payment – cash,
cheque or card.
• Enter payments
details into ECLM on
the spot, instantly.
• Payment received
confirmation is
SMSed to customer’s
registered mobile
number.
• For cash collections,
receipt number is
SMSed and the
receipt is emailed to
the customer.
Policy / covernote emailed
• All customers whose
payments are
collected, are autoupdated as
“Payment made”
• Auto-generation of
policy letter or cover
note based for all
payment made
customers
• Policy letter or cover
note is auto-emailed
to individual
customers instantly.
• List is available with
Insurance manager
login for review &
approval from
principle
15

16. Sample process flows - service
www.crosscode.in
Dialing
Distribution
Dial List
DMS
• Input to the
process
• Customer list
in XLS / CSV
format
• Dial list for 15th day
generated
• Dealership / Nondealership based
sorting
• Auto-distribution
based on agent
performance & skill
• Locked to agent if call
is connected.
• Agents dial the
customer records in
auto-preview mode.
• Complete track of
agent dialing
performance.
• Tools to handle
queries on insurance,
last service,
estimation, etc are on
screen for ready
access to all pertinent
data.
• 100% voice log for
verifications & QA
Appointment
Fixed
• Customer record
marked for
appointment.
• Appointments could
be for drive-ins or
pick&drop.
• In-build scheduler
will push
appointments to
service advisors on
given dates
• Appointments not
fixed are churned
back into the dialing
list to that agent for
follow-up action
16

17. Sample MIS for Insurance process
www.crosscode.in
Insurance Process
Number of policies processed under CLM
xxx
xxx
Number of customers renewing their insurance with DEALER
Number of customer who have done insurance with DEALER
at least once
xxx
xxx
Number of customers who have done insurance with
DEALER but no service
Number of customers who have bought car from DEALER,
but never insured with DEALER
xxx
17

18. Sample MIS for Service process
www.crosscode.in
SMR Process
Number of serviced customers
xxx
xxx
Number of customers servicing with DEALER repeatedly
Number of customer who have serviced with DEALER once
xxx
xxx
Number of customers who have serviced with DEALER but
no insurance
Number of customers who have bought car from DEALER,
but never serviced with DEALER
xxx
18

19. Sample MIS for overall dealership
www.crosscode.in
Flag
Number of customers who have bought car from DEALER
but neither serviced nor insured with DEALER
xxx
19

20. Server sizing & requirements
www.crosscode.in
Server – 3 nos for CLM Platform implementation
CPU
Intel Xeon Quad Core
RAM
8GB
HDD
500GB (will vary with logging requirements)
OS
Fedora
DVD RW Drive
1
The above figures are indicative, actual requirements will be shared in detail as part of the solution proposal document.
20

21. What is the bottom line?
www.crosscode.in
The bottom line is CLM delivers tangible ROI to
the management…
ROI
67% jump in productivity
Cost reduction
•
50% reduction in monthly telecom charges
•
Increased productivity
•
Double your contacts or halve your manpower costs
Improved customer service
•
Generate 50% in house leads, save marketing expenses
•
Improved decision making & planning
•
Generate more cross-sell / up-sell
•
Drive performance
•
100% data accuracy, better customer confidence
•
Better resource management
•
Connect all outlets, have all data at your fingertips
•
Secure data, streamlined processes
•
Reduced IT overheads
•
Strategic
•
•
Technology
Cycle time reduction
•
Managerial
Figures that talk
•
Operational
Parameters
Supports business growth
•
Generates differentiators
21

22. Show me the money !!!
www.crosscode.in
Lets see how CLM delivers the ` ` `
Parameters
Before CLM
After CLM
Talk time
180 secs
180 secs
Process time – from search record  call  disconnect  search for next record
374 secs (see Anx A)
224 secs
Leakage time (unproductive work)
194 secs
44 secs
Total talk time duration in seconds
14400
14400
Total calls done (total talk time / process time for 1 call)
39
64
Productivity growth
0%
67%
Extra calls per agent per day
0
26
Total calls per day
770
1286
Total contacts monthly (26 days)
20021
33429
For ONE (1) call
For a talk time of 4 hours in a shift of 8 hours
For a call center of 20 tele-callers
So you can do 13407 extra contacts or do the same contacts with half the manpower;
You are looking at a saving of INR 1.00L per month only from tele-calling operations !!!
22

23. www.crosscode.in
23

24. thanking
you…
Crosscode Technologies Pvt. Ltd.,
No 478, 2nd Floor, 1st Main Road,
Anand Nagar,
Bangalore – 560024, India
W: www.crosscode.in