MAN steers ahead with customer relationship management improved by BSI

MAN has chosen BSI as its CRM partner. Customer enquires will be recorded centrally in the future. Workshops and internal teams will profit from a comprehensive customer view.

The MAN Group is among the world's leading manufacturers of commercial vehicles, motors and machinery. This producer of trucks, buses, diesel motors, turbo machines and special transmissions has chosen BSI Business Systems Integration as its CRM partner. MAN intends to use BSI CRM to centrally record and process customer enquiries. The aim is to enable the global partners to serve customers quickly and to provide MAN with a constant up-to-date overview of its international activities. Both workshops and the MAN Group will benefit from a central customer view, a simplified search for customer and vehicle data as well as real-time reporting.

MAN has moved the world for 250 years. To be able to provide optimal service for its customers, MAN service workshops and partner workshops assist with local enquiries and service issues. If, in the future, a workshop reports a problem, it can be processed centrally in BSI CRM. Both MAN and its partners will be connected to the CRM. This will enable analyses at the press of a button and improved customer care will become standard with the comprehensive customer view. «We chose BSI CRM after a long selection process because we need a flexible and fast solution. BSI offers us both. The BSI team proved to us that it has a solution for the market that adapts to the requirements of our partners and customers,» explained Jörg Wallner, Head of Complaint Management at MAN Truck & Bus AG.

«We are currently working on the big picture and implementation will begin in July. We want to go live by the end of the year. In a second phase in the coming year, we will equip the CRM solution with interfaces to SAP, the vehicles and the customer database,» elaborated Zeno Hug, Sales Manager at BSI. At the beginning, 100 users will use the new solution to gather initial experience. «As MAN Truck & Bus AG, we will implement a very complex project together with BSI within a short amount of time and are thus very interested in the feedback from our partners and importers,» stated Jörg Wallner.

Standard-related and cooperative solution

«This is a very standard-related project. MAN benefits from the configurability strengths of BSI CRM. What is special is that external partners can also access the solution in the sense of a cooperative CRM. This means that MAN will in the future always have an up-to-date overview of the activities in the workshops. Customers, in turn, will feel that they are being looked after better, regardless of whether they are being serviced by MAN or the dealer. Staff will be supported in their work with guided processes,» summarized Zeno Hug.