Evolutionary Customer Relationship Building is a unique Kaizen system which aims to build a long term, trusting relationship between a dealer and its customers. e-CRB originated from a series of Kaizen (continuous improvement) activities in dealer operations. Precious know-how gained through many Kaizen activities forms the foundation of e-CRB. It creates and comprehensively manages various customer approach plans by dealers such as periodical inspections and general services. In addition, it is linked to the Call Center (iCMS), SPM and SMB in order to realize “Timely follow-up for all customers” and provide “Sophisticated Contact Experience”.
“i-CROP” is the core system of “e-CRB”. Based on the customer database and sales activity history, it automatically creates an activity plan for each sales staff, service advisor and engineer, and comprehensively manages them.
We provide strong support from procurement of hardware, application, implementation to support in operation and maintenance of the “e-CRB” systems implemented at each dealership. We assist the dealer for any inquiries and requests. When necessary, our Global Help Desk located in Japan provides assistance to us. All inquiries and requests are stored in the database so that they can be shared with other overseas markets. This also allows sharing of the know- how and resources, contributing to efficient and quick solutions.
SLIM uses a set of monitors which displays every single vehicle in all processes between production, logistics and sales by icon. We can track the vehicle in different processes from production start in the plant to delivery to the customer, and monitor the lead-time and stagnation in each process. The system acts as the central monitoring center of the automotive business. Hence, SLIM is installed at Toyota Distributor’s place.