All manufacturers want to be able to create “frictionless” customer experiences rooted in good channel partner management and dealer collaboration, but existing technology infrastructures and siloed data can keep them from achieving these goals. Some of the key challenges include:
- Customers and channel partners lack visibility into orders due to multiple disconnected instances of ERP or legacy order management systems.
- Quality-related product and service issues are neither fixed on time nor tracked due to manual hand-offs between dealers, engineering, manufacturing and suppliers.
- Dealers and distributors struggle with inconsistent responses from OEMs, ultimately leading to a poor customer experience.
By modernizing their customer operations, manufacturers can avoid these roadblocks, drive higher customer satisfaction, reduce dealer frustration and quickly onboard new products and services for growth. They also can deliver agility, efficiency and cost-effectiveness across the entire value chain, along the way gaining improved supply chain efficiency and more streamlined customer operations.
In this Ask the Expert, you’ll learn about the key benefits of modernizing customer operations; how to leverage the power of artificial intelligence (AI), generative AI and analytics; and how improved dealer/distributor collaboration translates into higher customer satisfaction and retention rates.
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