ANALYSIS

"Reviving Lost Customers and Enriching Engagement with Existing

Ones: Our Winning Strategy Unveiled"
Now, let's talk about our strategy to bring back our lost customers and engage our existing
ones:

1.
ldentification and Outreach: We will workclosely with our marketing andcustomer
Support teams to identify lost customers and develop targeted communication campaigns.
Our goal is to inform them about AudiConnect's capabilities, benefits, and encourage them
to reinstall the app.
2.
Personalized Communication: We will tailor our messaging to highlight the specific
advantages of Audi Connect that align with each customer's preferences and needs. By
personalizing our approach, we can demonstrate that we value their individual requirements
and are committed to delivering a superior ownership experience.
3. Customer Support and Engagement: Our customer support team will be trained to
provide exceptional assistance to customers who reinstall Audi Connect. This support will
range from helping with app installations to addressing any questions or concerns they may
have. We want to ensure that our customers feel supported and valued throughout their
journey with Audi.
4 Continuous Improvement: As we receive feedback and engagement from our
customers, we will use this valuable data to refine and improve the Audi Connect app. By
continuously enhancing the user experience and adding new features based on customer
preferences, we can maintain their interest and loyalty.

11
 FINDINGS

"Unleashing the myAudiConnect Experience: Empowering Customer

Engagement and Loyalty"

Welcome to the world of myAudi Connect, a game-changing app designed to revolutionize

the Audi ownership experience. More than just an app, it serves as apowerful tool that
engages our esteemed customers and creates opportunities to reignite connections with
those we may have lost. Discover the extraordinary capabilities of myAudi Connect:

Convenience and Personalization: At the core of myAudi Connect lies

convenience and personalization, setting a new standard for seamless interaction with
Audi vehicles. The app's convenient features enable customers to remotely access vital
vehicle information, such as fuel level, mileage, and tire pressure, effortlessly and
intuitively from their fingertips. Personalization takes the forefront as customers gain
control over specific vehicle functions, including door locking and engine activation,
transforming their Audi into a reflection of their unique preferences and needs.

Maintenance and Service: Demonstrating our unwavering commitment to our

customers and their Audi vehicles, myAudi Connect offers a proactive approach to
maintenance and service. Timely reminders for upcoming service appointments
ensure that no essential check-up is ever missed, ensuring peak performance and
longevity. By providing access to the vehicle's service history, we build trust and
transparency, solidifying our relationship with our customers through exceptional care
and support.

Real-Time Information and Assistance: myAudi Connect empowers customers

with real-time information and invaluable assistance, redefining the driving
experience. Stay informed about current traffic conditions, discover nearby points of
interest, and seamlessly send destinations to your Audi's navigation system. Efficiency
and convenience converge, enabling customers to navigate the roads confidently.
Moreover, the app's integrated support system establishes a direct channel of
communication, fostering reliability and responsiveness, and reinforcing trust in the
Audi brand.

12
 Exclusive Offers and Content: The myAudi app can serve as a platform for
delivering exclusive offers, promotions, and personalized content to our customers. By
leveraging the app's capabilities, we can create targeted carmpaigns that provide value
to our customers and pique their interest in re-engaging with the Audi brand. This can
include special discounts on services, new product launches, or access to unique Audi
experiences. Such incentives can rekindle their enthusiasm and encourage them to
become active Audi enthusiasts once again.

Continuous Improvement and Innovation: The myAudi app is not astatic tool
but aplatform for continuous improvement and innovation. By actively collecting
customer feedback and insights through the app, we can identify areas for
enhancement and introduce new features that align with our customers' evolving
expectations. This iterative approach ensures that we stay at the forefront of
technological advancements and maintain customer engagement over time.
In summary, the myAudi app serves as a powerful tool to engage our existingcustomers and
potentially win back those we have lost. ts convenience, personalization, maintenance
features, real-time information, customer support, exclusive offers, and continuous
improvement make it a valuable platform for fostering strong customer relationships and
delivering an exceptional ownership experience.
Note: The myAudiapp is the official Audi app available for customers, providing access
range of features and services.
 LITERATURE REVIEW
Seamless Customer Experience and Efficient Operations: The Power
of Our Integrated CRM System"
Enhancing Customer Experience and Streamlining Operations through an
Integrated CRM System

In today's highly competitive automotive industry, providing exceptional customer service and
Streamlining operations are paramount for the success of any dealership. To achieve these
goals, adopting a comprehensive Customer Relationship Management (CRM) system iscrucial.
Awell-implemented CRM system enables dealerships to collect, organize, and utilize customer
information effectively, thereby fostering stronger customer relationships and driving
business growth. In this article, we will explore the various benefits of integrating a CRM
system into your dealership's operations.

Customer Information Management:

One of the core features of aCRM system is its atbility to collect and maintain essential
customer information. By gathering data such as names, contact details, addresses, and
vehicle details, dealerships can gain valuable insights into their customer base. This data
driven approach allows for targeted and personalized communication, leading to more
effective interactions with customers.

Appointment Scheduling and Notification:

An integrated CRM system offers advanced appointment scheduling functionalities,
streamlining the process for both customers and dealership staff. Dealership employees can
view the availability of service advisors, techrnicians, and other resources in real-time, ensuring
optimal allocation of time slots for customers. Moreover, the system can send automated
appointment notifications via email, SMS, or phone calls, minimizing the risk of missed
appointments and enhancing customer satisfaction.

AutomatedService Reminders:
With aCRM system, dealerships can set up automated service reminders for customers. By
tracking vehicle maintenance schedules, the system can automatically send timely reminders
to customers when their vehicles are due for servicing or repairs. This proactive approach not

14
 vehicle maintenance but also fosters brand loyalty
oy helps customers stay on top of their
well-being.
0y showing that the dealership cares about their customers'

Eficient Appointment Management:

streamlines the booking process by
Opon receiving appointment requests, the CRM system confirmation numbers or
Confirming appointments and providing customers with the
cancel appointments,
appointment details. Should customers need to reschedule or
as a dedicated phone line or an
system facilitates this process through various channels, such
accurate records and helps staff
online portal. Updating the CRM system accordingly ensures
accommodate other customers efficiently.

Post-Service Follow-up and Feedback:

identifying areas for
Customer feedback is invaluable for understanding their experiences and
customers after their
improvement. A CRM system allows dealerships to follow up with
two-way communication fosters
appointments, seeking feedback on the service received. This
a sense of importance and appreciation in customers
and helps dealerships make data-driven
improvements to their services.

Personalized Service Recommendations:

CRM system
Maintaining a comprehensive service history for each customer within the
past service
enables service advisors to provide personalized recommendations. By analyzing
promptly, and tailor their
records, advisors can identify recurring issues, address them
personalized
recommendations based on the specificneeds of each customer's vehicle. This
approach enhances the overall service experience and strengthens customer loyalty.

Conclusion:
revolutionize
In conclusion, integrating a CRM system into your dealership's operations can
data,
the way you interact with customers and manage appointments. By leveraging customer
the system enables targeted communication and personalized service recommendations,
fostering stronger customer relationships. The automated appointment scheduling and
reminder features ensure a smooth and efficient process, minimizing the risk of missed
appointments and enhancing customer satisfaction. Additionally, the ability to gather
feedback through the CRM system allows dealerships to make data-driven improvements,
further elevating the customer experience.

15
 SERVICES
Solution: Elevating
Driving Success with a Comprehensive CRM
through Technological
Customer Experience and Dealership Efficiency
Investment"

strategic decision that can positively impact

tmbracing a comprehensive CRM solution is a technology that
dealership efficiency. By investing in
bOth customer experience and your dealership for long-term
you position
empowers your team to better serve customers,
landscape. It's important to note that the
SUccess and growth in the competitive automotive
steps and features may vary depending on the CRM system used by Audi or the
Specific
or use a third-party solution customized
dealership. Audi may have a proprietary CRM system
or the dealership directly to understand the
for their needs. It's best to consult with Audi
for appointment booking and customer
Specific processes and tools they have in place
relationship management.
Relationship Manager (CRM), my primary
As an intern working under Audi's Customer
relationships between the company and its
responsibility was to maintain and enhance the
"myAudi dongle" device. Within this role, I
customers, while also introducing the innovative
confirming service appointments with
engaged in various tasks, such as scheduling and
support and assistance.
Customers, ensuring they received the necessary

effective communication and active listening

During the appointment scheduling process,
customers, I made sure to gather all relevant
were crucial skills. When interacting with
service required, and any
information, such as their preferred dates and times, the type of
meticulous attention to detail helped in
specific instructions or concerns they may have. This
providing a seamless and customer-oriented experience.

role. By confirming
Confirmation of service appointments was another important aspect of my
page, reducing the
appointments, both the customers and the dealership were on the same
proactive approach ensured
likelihood of misunderstandings or missed appointments. This
satisfaction.
efficient utilization of resources and improved overallcustomer

coverage typically
In the context of warranty policies for vehicles, especially Audi cars, the
software. The IMEI
depended on the IMEl number mentioned on the car's hardware and
warranty
number needed to match the data stored in the company's portals at the time of
such
claims. Warranty policies encompassed various components and systems of the vehicle,

16
 as the engine, transmission, electronics, and other parts, based on the specific warranty
package chosen bythe customer.

In situations where the lMEI number did not match the registered data, customers were
required to replace the part by purchasing one with a registered IMEl number to be eligible
Tor warranty coverage. This process ensured adherence to company policies and protected
the interests of both the customers and the dealership.

Throughout my internship, I learned that a CRM professional must possess strong

Communication and interpersonal skills. The ability to address customer inquiries and
Concerns promptly, while providing accurate information, proved vital in building trust and
loyalty. Additionally, actively listening to customers' feedback helped identify areas for
improvement and provided insights to enhance the overall customer experience.

Working alongside the Customer Relationship Manager taught me the significance of

maintaining accurate records in the CRM system. This meticulous documentation of customer
interactions not only streamlined the appointment scheduling process but also enabled the
dealership to better understand customer preferences and tailor services accordingly.

Moreover, introducing the "myAudi dongle" device was an exciting experience. The device
enhanced the connectivity of Audi cars, offering customers a seamless and technologically
advanced driving experience. By keeping customers informed about the benefits and features
of the device, we ensured they could make the most of their Audi ownership.

In conclusion, my internship at Audi's CRM department provided me with valuable insights

into the intricacies of customer relationship management and appointment scheduling. By
focusing on effective communication, attention to detail, and maintaining accurate records, I
contributed to the overallcustomer satisfaction and suCcess of the dealership. Working with
the innovative "myAudidongle" device further highlighted the importance of staying at the
forefront of technology to enhance the customer experience in today's fast-paced automotive
industry. The knowledge and skills gained during this internship will undoubtedly prove
valuable in my future endeavors in the field of customer relationship management.

17
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