Fleet Management Case Study

1. Case Study: Digital Transformation for Fleet Management

2. Agenda Understanding Client Business Business Understanding Client How CRM elevated the business processes business processes How CRM elevated the

3. Business Overview The client operates a large-scale vehicle leasing business, managing a fleet of over 8,000 vehicles, including SUVs, sedans, and luxury models. These vehicles are leased to The client operates a large-scale vehicle leasing business, managing a fleet of over 8,000 vehicles, including SUVs, sedans, and luxury models. These vehicles are leased to government entities. government entities. corporate corporate clients clients and and Prior to implementing a CRM solution, the client relied on an outdated legacy system, Excel spreadsheets, and manual paperwork to Prior to implementing a CRM solution, the client relied on an outdated legacy system, Excel spreadsheets, and manual paperwork to operations. operations. handle handle critical critical business business These included: These included: Sales process management Sales process management Approval workflows Approval workflows Vehicle procurement Vehicle procurement Fleet assignment and tracking Fleet assignment and tracking Chauffeur scheduling Chauffeur scheduling Traffic ticket management Traffic ticket management De-fleeting and contract closure De-fleeting and contract closure

4. Business Challenges The client's reliance on a fragmented system, including outdated legacy software, Excel sheets, and manual The client's reliance on a fragmented system, including outdated legacy software, Excel sheets, and manual paperwork, created significant operational inefficiencies. paperwork, created significant operational inefficiencies. Key challenges included: Key challenges included: Lack of Real-Time Visibility Lack of Real-Time Visibility Inefficient Sales and Approval Process Inefficient Sales and Approval Process Manual Fleet Assignment & Tracking and lot of Manual Fleet Assignment & Tracking and lot of paperwork paperwork Limited Chauffeur & Service Management Limited Chauffeur & Service Management Traffic Violation & Penalty Handling Issues Traffic Violation & Penalty Handling Issues Complicated De-Fleeting & Asset Disposal Complicated De-Fleeting & Asset Disposal

5. Fleet Management Process Opportunity Opportunity Tenders Quotations Sales process Proposals Proposals Tenders Quotations Sales process Procurement Procurement Receive quotations from dealers Vehicle purchase Vehicle purchase Receive quotations from dealers In-Fleeting In-Fleeting Receive vehicle Receive vehicle License Plate Insurance Purchase Renewal Renewal License Plate Insurance Purchase Vehicle Allocation to clients as fleet to clients as fleet Vehicle Allocation After-Sales Business and Service and Service After-Sales Business Invoices Recovery & collection Follow-ups Legal proceedings Service & repairs Replacement pool De-fleeting Traffic violations Traffic violations Invoices Recovery & collection Follow-ups Legal proceedings Service & repairs Replacement pool De-fleeting

6. Value Addition and Pain Points Addressed Real-time system Most advanced CRM which is better than old legacy system old legacy system Most advanced CRM which is better than Ease of use – Access on Phone, Web, Tab Ease of use – Access on Phone, Web, Tab Reports and dashboards for better visibility of business visibility of business Reports and dashboards for better Better customer service to their clients Track vehicle & driver movement Traffic penalties & accountabilities Faster processing of orders, invoices Timely recovery, insurance & Vehicle renewals Effective roadside assistance and mechanic dispatch

7. CRM Implementation Managing Leads Marketing Campaign Success Follow-up Ensured Customer service Garage service Enquiries and Complaints Marketing campaigns Texts, WhatsApp, Emails, Calls (Cisco)

8. Dealership Solution Procurement Procurement Vendor management, Import Management, and Documentation Management, and Documentation Vendor management, Import Stock Stock Marketing Marketing Sales Sales Customer Service Customer Service

9. Microsoft Dynamics CRM For Fleet Management Significant Reduction in Paperwork 75% decrease in manual paperwork, enabling the business to digitize documents and streamline processes. Faster Turnaround Time Turnaround Time improved by 40%, leading to quicker decision-making and efficient resource allocation. Lower Traffic Penalties Timely reminders for vehicle maintenance and adherence reduced traffic violations by 35%.

10. Optimized Customer Service Response 50% reduction in time spent on service requests - faster and accurate responses to clients. Seamless Accessibility Across Devices Reported 90% usage of the CRM across mobile, tablet, and web platforms. Increased Customer Satisfaction CSAT Scores improved by 25% with real-time communication and higher retention rates. Enhanced Data Visualization for Decision Making Data visualization helped managers make informed decisions 30% faster, resulting in efficient fleet management

11. Got Questions? We’d love to meet and discuss. sushil.mavale@nsquarexperts.com +14694280725