Nissan Infiniti

Description of assignment:
Nissan's client support shines out in comparison with other marks' services by the personal attention which customers get from the Nissan Infinity staff. Requirements to the CRM packet in use are correspondingly high. A Nissan Infiniti specific solution had to be thought out. A supplier was searched for, which could deliver a complete solution, from Business Analysis to the hosting of it. The CRM system is used both by Nissan Infiniti and by an independent call center, the dealers and by Road Side Assistance.

Offered solution:
After an extensive Analysis of the business and the functional requirements have several on the market available solutions been considered and finally been opted for usage of Siebel.
The project has been divided in several parts. Its first focus lays in support of the call center. Here was an high pressure of time with the approximating introduction of Infiniti onto the market.
In the second stage Opportunity Management and Marketing have been delivered and a link to the website has been created where users can put several service requests.
Also as a part of the project has been applied an implementation of EC2Mail, DAXX' home-made Direct Mailing engine, which has been integrated into and delivered with the Siebel Marketing functionality.

Skills used:
Business Analysis, Siebel, Oracle, Unix, VBA

Term:
Business Analysis : 4 weeks
Development & Testing stage 1 : 2 months
Development & Testing stage 2 : 2 months

Support:   ongoing