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Manufacturing and Resources

Driving Retail Innovation with Microsoft Dealer Management Solutions

New Challenges for Manufacturers, Importers, and Dealers
Competition in the new car market is fierce: dealers and manufacturers are
constantly looking for ways to differentiate themselves to consumers, by
managing cost-effective marketing and promotional campaigns and de-
veloping better relationships. Once the deal is done, dealerships know they
need to develop proactive, meaningful relationships with customers to keep
them coming back for service, after-market add-ons, and their next vehicle.
Complicating matters further, manufacturers and dealers are experienc-
ing complex market conditions, changing distribution networks, increased
product complexity, and pressure on profit margins.
sales, and service strategies through alternative channels for consumer en-
gagement (via Web, by phone, or in-vehicle). No single channel or experi-
ence will dominatebut the most successful retailers will have the option to
innovate in consumer experience across each available channel.
The Microsoft dealer solutions portfolio also includes customer relation-
ship management, marketing/e-commerce, business intelligence, and dealer
communication systems. These solutions are flexible, scalable, and extensible
to other platforms, and they offer a familiar and easy-to-use interface. Theyll
be integrated with car information technology that is being continually add-
ed in, around, and about the car through Microsoft solutions.

Unfortunately, many dealers are trying to tackle these challenges using Through DMS, Microsoft blends the worlds of the digital platform, the digital
monolithic, inflexible, and proprietary software systems that hold them lifestyle, and the digital work style with products and services that provide a
back from modernizing their business processes. The systems dont extend rich user experience for car owners. Deal-
dealer services and products to the new er Management Systems ensure that car
Web and mobile platforms that consum- owners are taken care of and retained for
OEM sees critical trend in sales dashboard Consumer collaboration online via web site
ers prefer. And the systems arent mea- and social networks, and onsite at the dealer future purchases.
suring up well to management needs for
inventory and sales tracking, financing,
Heres how the Dealer Management Sys-
insurance and commission calculations,
tem fits into a future scenario for vehicle
work orders, parts inventory, and ap-
marketing, sales, and service:
pointment scheduling.
Configuration, credit and
negotiation with self-service tools
When a manufacturer identifies a po-
Dealers need these capabilities because
tentially profitable consumer trend, it
they, in close partnership with manufac-
creates a digital marketing campaign
turers, are a connecting hub of services
directed to pre-identified potential cus-
for the consumer, including the manufac-
tomers. The campaign includes a local-
turers and their marketing arms, financing
ized Web presence that is integrated
agencies, registration departments, insur- Collaboration with marketing to
develop digital marketing campaign: with traditional print and broadcast
ers, and after-market suppliers. Beyond Localized web presence, integrated with Sale completion and delivery where
print and traditional broadcast media and when the consumer requests it media. Consumers communicate with
the business transaction, customers will
the manufacturer and dealer via their
have experienced the vehicle long before
preferred channel: phone, Web site, or
they purchased it, through touch-screen Dealer Management Systems help manufacturers and dealers create social networks.
kiosks, smart walls, and virtual Xbox test integrated marketing campaigns to offer inventory to target markets.
drive facilities.
In this scenario, the consumer configures
his or her own vehicle, applies for credit, negotiates price or features, and
Microsoft Offers the Dealer Management Solution chooses finance options using online self-service tools. The vehicle is de-
livered where and when the consumer requests, with all the financial and
Microsoft and its partners are strengthening the relationship between deal-
insurance requirements fulfilled.
erships and consumers through a portfolio of innovative solutions, includ-
ing Dealer Management Systems (DMS)software solutions that provide
tools for managing sales, service, parts and inventory management, busi- After the purchase, the car buyer will be notified when the car needs its first
ness management, integration, and core architecture. regular servicing and can set service appointments via the Web or a speech
server. Upon arrival for service, the dealership staff greets the customers. The
cars service history is stored and a customer satisfaction survey is sent to the
Microsoft envisions a highly personalized, destination experience for vehicle
consumer by phone, e-mail, or the vehicle itself.
consumers. This will integrate innovations into traditional in-store sales and
service processes and offer technologies for nontraditional merchandising,
Benefits of Microsoft Dealership Management Systems
With Microsoft solutions, dealerships can:
Increase revenue and customer satisfaction
Make better use of information they already have to sell more cars.
Improve customer visibilityget a 360-degree view of the customer and
develop long-term, value-based relationships to increase sales.
Implement standard processes, which are customizable at the dealer level,
and cut time for common transactions.
Integrate existing solutions as needed and derive value from third-
party solutions
Gain insight into your business and all activities.
Decrease cost
Improve operational efficiency so they can make more money.
Reduce overall IT cost.
Decrease expenses for people and marketing.
Increase productivity.
Improve ability to measure and evaluate marketing effectiveness.
Streamline operations with automakers and trading partners
Integrate business processes to benefit the customer and the dealership.
Easily build connections when and where they are needed.
Features of Microsoft Dealer Management Systems:
Enterprisewide collaboration tools for finding, using, and sharing information
Faster, more predictable decisions to resolve issues
Real-time visibility and access to product information
Reduced costs and increased efficiency
Reduction in errors and design changes
Better record keeping and compliance
The most current technologies and materials
Microsoft Dynamics AX 2009 is a comprehensive business management
solution for midsize and larger organizations that works with familiar Micro-
soft software to help your people improve productivity. Microsoft Dynamics
AX is built to make it easy to do business across locations and countries by
consolidating and standardizing processes, providing visibility across your
organization and help in simplifying compliance.
Microsoft Dynamics NAV is a business management solution for small and
midsize organizations that helps simplify and streamline highly specialized
business processes, rapidly adapting to the unique way you do business. Mi-
crosoft Dynamics NAV provides industry-specific functionality thats relevant
to the local needs of the companys regions of operation, even for the most
highly specialized industries and organizations.
The 2007 Microsoft Office system is a tightly integrated system of applica-
tions that enhances collaboration and delivers improved productivity and
easier access to critical information.
Windows SharePoint Services allows organizations and business units of
all sizes to increase the efficiency of business processes and improve team
productivity. With tools for collaboration that help people stay connected
across organizational and geographic boundaries, Windows SharePoint Ser-
vices gives people access to information they need.
Microsoft SQL Server 2008 data management software delivers the full
range of capabilities essential for storing, accessing, and analyzing large vol-
umes of data while offering the lowest implementation and maintenance
costs in the industry.
Windows Server 2007 operating system delivers the reliability, availability,
and scalability that automakers need to reduce costs and increase productivity.
The Microsoft .NET Framework is a comprehensive, consistent program-
ming model for building applications that have visually stunning experi-
ences, seamless and secure communication, and the ability to model a range
of business processes.

Key Technologies for Microsoft Dealer Management Systems

Microsoft BizTalk Server is a valuable integration tool for organizations

that want to extend the life of their systems, enabling true end-to-end inte-
gration and workflow along the entire high-tech value chain.
www.microsoft.com/automotive

About the Microsoft Automotive and Industrial Equipment Group

Microsoft solutions empower excellence in the automotive industry through better collaboration, integration, and dissemination of information across the whole
value chain. Microsoft and its extensive partner ecosystem provides solutions addressing accelerated innovation and product development, lean manufacturing
operations, integrated flexible global supply chains, and superior sales and customer service experiences. Computer platformsextending from car to enterprise to
cloudenable transparency and insight, drive faster and better decision making, and empower people to improve business processes and maximize opportunities.

2008 Microsoft Corporation. All rights reserved. This datasheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, BizTalk, Microsoft
Dynamics, SharePoint, SQL Server, Windows, Windows Server, and Xbox are trademarks of the Microsoft group of companies. Part Number 098-110773