Dealer Parts Support

Project Needs

The customer needed a system to manage inquiries from Dealers about Parts Back Order status.
Contact Center agents needed to be able to track those inquiries, access the information to process them and provide daily to hourly updates until resolution.

Project Benefits

Industrie Reply developed for its customer CRM system which automatically fed with Dealer Master Data.
In the new system:
  • Parts availability and associated Order Status can be pulled on demand to provide agents latest and complete information about Parts inquiries
  • Incidents are created automatically based on Back Order and other Support Tool used by the Customer
  • Team Leaders are able to report on and monitor Contact Center KPIs at any given time.
  • Solution

    The solution developed by Reply is based on MS Dynamics CRM. The solution has been customized to fit the peculiar UI requirements from the Contact Center team which needed to maximize the information available at glance.


    The system has been integrated with:

  • Dealer Master Data system, to get Dealer information automatically (it was previously maintained manually). This represented the foundation to proceed with further integrations requiring the most accurate Dealer information,
  • Breakdown Assistance (BDA, contact center to assist with vehicle break down), to generate new DPS incidents based on Breakdown incidents which resolution requires a Part in back order,
  • Common Spare Part System (EPR for Parts), to generate, update or close automatically DPS incidents based on the status of order for the Part in the EPR,

  • The system create and assigns tasks to Agents based on the incident information. Agents work is tracked in detailed to allow the monitoring of KPIs and reporting on performance. Over the years the system has been re-engineered to be ready for the consolidation of CRM systems with the intent of merge the ones related to Costumer Service.

    Reply is a Gartner Leader Implementation partner for Customer Experience. Our offering across the technology spectrum allows customers to choose the technology suite that best aligns with their business needs. We work with customers to help define, implement, streamline, and automate processes across all areas of their business. Our service offerings include MS Dynamics, Salesforce.com, and Creatio. We also offer a full service suite of e-Commerce, Mobile, and Web development capabilities.


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