Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Optimizing the Car Buying Experience via Integrated Sales and Marketing Edward Choi Hyundai Capital America Satish Srinivasan Hyundai Capital America September 29, 2014 Presented with Vinay Joshi Infosys Michael Ger Oracle

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | The Customer Experience Imperative BUY Market & Sell OWN Support & Serve 86% of consumers will pay more for a better customer experience 1% of consumers feel their expectations for a good experience are met 89% of consumers switched to a competitor after a poor experience

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Customer Experience Enablement is a Journey…. Source: 2013 “Global Insights on Succeeding in the Customer Experience Era”. survey of 1300 senior execs in North America, Europe, Asia Pacific & Latin America CX MATURITY TIME 97% of execs say customer experience is critical to their business advantage 39% are just getting started with a customer experience initiative 20% consider their customer experience initiative to be advanced

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Optimizing The Car Buying Experience via Integrated Sales & Marketing – An Auto Captive Perspective Vinay Joshi Infosys Edward Choi Hyundai Capital America Satish Srinivasan Hyundai Capital America

#InfosysAtOOW Introduction 6 Vinay leads Infosys team for west coast Automotive & Auto Captive clients. Vinay has 16+ years of professional experience consulting space. His experience include advisory role on strategic programs, solution architecture designing and business transformations for large scale initiatives across different industry vertical like Auto Captive Finance, Automotive, Banking & Finance, Utility, Publishing, Pharmacy Retail etc. Vinay Joshi Principal Infosys Ltd. Sathish is responsible for deploying strategic projects for remarketing business operations at HCA. Sathish has 18+ years of professional experience in IT development, support, business analysis and project management. His experience includes consultancy role for investigating business processes, systems, identifying lean operation/improvement opportunities and bridging the needs of business with the use of technology. Sathish Srinivasan Project Manager, HCA At Hyundai Capital America, Edward is primarily responsible for managing HCA’s dealer portal, which serves all Hyundai and Kia dealers in the US. He occasionally delves into extension projects such as telematics, lead management, and CRM. In 20 years working in automotive and media industries, Edward has undertaken diverse roles from strategy to sales execution, focusing on how technology enhances human interactions. Edward Choi Hyundai Capital America

#InfosysAtOOW Corporate Profile – Hyundai Capital America National Headquarters: California, USA Founded: 1989 Coverage: 1,500 + Hyundai and Kia dealerships Employees: 1940 Customer Portfolio: 1.3 Million + About HCA (Hyundai Capital America) Basic Information Hyundai Capital America is a captive auto finance company providing auto lending solutions and financial products tailored to meet the needs of customers, both individuals and businesses. We are committed to enhancing value and improving customer satisfaction through continuous innovation and superior execution. 7

#InfosysAtOOW Our Vision & Infosys Partnership “We promote a customer-driven corporate culture by providing the best quality and impeccable service with all values centered on our customers” Core Value Principles Customer Intimacy Customer Advisory Customer DelightQuality Commitment Speed Never Ending Change Strategy and Execution Diverse Yet United 8

#InfosysAtOOW From the ’80s to the 21st century First Hyundai Car In US: Hyundai Excel Designer: Giorgetto Giugiaro (Designer Of The DeLorian) 'Best Product #10' by Fortune Magazine Record For First-Year Import By Selling 168,882 Cars 9

#InfosysAtOOW From the ’80s to the 21st century Fast Forward To 2014 Hyundai – Highest Consumer Loyalty, Quality and Appeal KIA – One Of The Coolest & Fastest Growing Brands 10

#InfosysAtOOW Understanding Consumer Journey & Loyalty Key For Consumer Loyalty Consumer Journey & Vehicle Ownership 11

#InfosysAtOOW Reality Is Complicated – Need Laser Focus On Execution LOYALTY 12

#InfosysAtOOW Portal: Dealer Access Dealers HCA Servicing HCA Marketing Internal Systems Sales / Portal Complete CRM: Triangle Of Consumer Journey Management A 360 Degree Approach – Enabling Consumer Interface With Powerful Service Level & Customer Engagements 13 Consumers

#InfosysAtOOW Product Development Initiation of Account Application Processing Contact Management Billing Payment Process Collections Payoff Process Auto Captive Consumer Journey 14

#InfosysAtOOW Product Development Initiation of Account Application Processing Contact Management Billing Payment Process Collections Payoff Process Auto Captive Consumer Journey 15

#InfosysAtOOW Problem Statement & Opportunities Opportunities Account Closure Intent To Repurchase Booking Funding Consumers End Of Term & Remarketing Three Dimensional Engagement Lease Service Life Cycle New Lease Life Cycle Automation # 1. Change in market landscape supporting new car sales adding pressure to the used car market through increased volume and lower price # 2. Leases maturing starting in 2014 continues to increase rapidly with efficiency challenges and requires lot of manual interventions # 3. Legacy systems limiting the execution of both customer retention and residual loss mitigation strategies 16

#InfosysAtOOW Remarketing Functional Landscape OEM (Programs, Warranty & Build information) OEM (Programs, Warranty & Build information) Lease-End agent (Queues assignments & Workflow) Asset Tracking (On-line & Physical Auctions) Asset Tracking (On-line & Physical Auctions) Inspection Vendors (Home, Office & Dealership) Inspection Vendors (Home, Office & Dealership) Customer Contacts (Campaigns, Letters, Websites, IVR & Dialer) Customer Contacts (Campaigns, Letters, Websites, IVR & Dialer) Dealer Interfaces (Prospecting, Buyout, Grounding & Purchase) Dealer Interfaces (Prospecting, Buyout, Grounding & Purchase) Pricing, Segmentation, Customer survey & Vehicle Marshalling Lease-End Options (Buyout, Extensions & Conversions) Lease-End Options (Buyout, Extensions & Conversions) Title Management Accounting (Termination, Billing & Proceeds Reconciliation) Accounting (Termination, Billing & Proceeds Reconciliation) End-of-term Collections End-of-term Collections Business Intelligence Remarketing Operations 17

#InfosysAtOOW HCA’s CRM Journey End Of Term Journey CRM Remarketing Automation Next Steps 18

#InfosysAtOOW Solution Overview: Vehicle Grounding Seamless & Consistent SR Navigation Comprehensive SR Information Capture Attachments Odometer & Return Receipt Automated Dealer Grounding Updates Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO Middleware for real-time updates across applications & Users Automated for Post Grounding Inspections Comprehensive Grounding View 19

#InfosysAtOOW Solution Overview: Vehicle Inspection Automated % Allocation and Assignments Batch Inspection & Manual Assignments Automated & Flexible EOT Accounts List Two Way Integration On Appointments Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO Middleware for real-time updates. Best in class framework imposed on Inspection vendors. Automated Integration Results & Details Automated EWU Letter Trigger 20

#InfosysAtOOW Solution Overview: Repossession Automated Collections Agency Assignment 11 Complex Eligibility Business Rules Streamlined Process - Automating 44 Attributes Repo Agency Fee Exception Approvals Extensive utilization of Siebel CRM Out-of-Box framework and Integrations using TIBCO Middleware for real-time updates across applications & users Dedicated & Structured Address/Contact Entry 8 Repossession Correspondences Real Time Repo Status Updates to DBK/LPK 21

#InfosysAtOOW Solution Overview: Auction – Physical & Online Remarketing Queues For Systematic Follow Ups Streamlined Process - Automating 51 Attributes Automated Consignment, Auction Hold, Floor Price Regional, Mileage, Trim Pricing Adjustments Automated Workflows For Floor Price approvals Integrations using TIBCO Middleware for real-time updates across applications & users Automated Auction Updates 22

#InfosysAtOOW Key Benefits 23

#InfosysAtOOW Questions 24 Visit Infosys at booth # 1411, Moscone South Share your feedback on this session via Twitter #InfosysAtOOW

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