6^th Annual Edition

And that's exactly what Jorapur intended to deliver. Jorapur re-designed Mercedes-Benz India's retail processes to help its sales force focus more on interacting with customers, by eliminating or re-assigning non-value-add activities to the back-office. Jorapur developed a workflow based on a blend of lean process, automation, system-driven proactive alerts, and an easy-to-use user interface. The new system helped them reduce rework and shorten development time by 25 percent. "The new system has in-built analytics that alerts us of changing customer preferences, buying habits, and market trends,"explains Jorapur. This has resulted in smarter follow-ups, more proactive calling, and better need analysis. It has also helped Mercedes-Benz India segment its customer better, and consequently run more targeted campaigns, sales promotions, and events. The project has led to a 100 percent increase in new lead generation compared to the previous year, and a 15 percent increase in the company's customer satisfaction index.