© 2012 WIPRO LTD | | CONFIDENTIAL 1 CX In Automotive Satish Chowdary Project Manager Sule Klein Solution Architect

© 2012 WIPRO LTD | | CONFIDENTIAL 2 Agenda Customer Experience Overview Case In Point - Mazda Demo 1 2 3

© 2012 WIPRO LTD | | CONFIDENTIAL 3 Customer Experience Overview

© 2012 WIPRO LTD | | CONFIDENTIAL 4 Automotive Then And Now CUSTOMER EXPERIENCE

© 2012 WIPRO LTD | | CONFIDENTIAL 5 Challenges & Imperatives For Superior CX Channel Explosion Content Demand / Big Data Technology Change Consistent & Real-Time Personalized & Contextual Analytics Driven

© 2012 WIPRO LTD | | CONFIDENTIAL 6 What Does It Take To Get To Superior CX? Robust Customer Centric Platform Real-Time Cross Channel Experience Analytical LeadershipService & Warranty Chain Transformation

© 2012 WIPRO LTD | | CONFIDENTIAL 7 Case In Point - Mazda

© 2012 WIPRO LTD | | CONFIDENTIAL 8 Key Business Drivers  Comprehensive solution to address customer service functions using multiple channels  Quick access to customer data and history, improve in quicker resolution  Provide the right information to the right agent  Complete tracking of the case from agent to dealer  Ability to manage agent workload  Easy adaption to growing business needs  User access to the system independent of any browser

© 2012 WIPRO LTD | | CONFIDENTIAL 9 Eye on Target  Coordinate and personalize customer interactions across multiple channels  360 View of Customers  Reinforce brand during ownership lifecycle  Resolve inquiries quickly  Empower customers, agents, and dealers with timely & accurate knowledge Deliver Superior and Consistent Customer Experience Across Channels

© 2012 WIPRO LTD | | CONFIDENTIAL 10 Customer Experience Center - Overview Call Center Siebel Automotive Call Center Siebel Automotive Integration Account Management CTI Integration Contact Management Chat Integration Service Request Management Knowledge Integration Activity Management EAI/EIM Vehicle Management BI Publisher Workflow / Assignment USA Users Canada Siebel Database Mazda’s Existing Systems MS Exchange CISCO CTI System Oracle Knowledge Warranty System Group 1 Dealer Portal TAM RightNow Chat Mazda USA and CA Website SoftwareVersion Operating System Red hat Enterprise Linux 6.3 /Win 2008 WebserverIIS Server DatabaseOracle Siebel Siebel Automotive BI PublisherOracle BIP OBIEEOBIEE ChatOracle RightNow ODIOracle Data Integrator

© 2012 WIPRO LTD | | CONFIDENTIAL 11 Use Out of the Box processes and features & Minimal Customization Project Approach Process and Functionality Mapping Workshops 10%10% 90%90% Siebel OOB Product Functionalities & Configuration Additional Requirements Regulatory Requirements Game Changers 11 Conference Room Pilots Scenarios Native Path Review Application Demo Confirm / Assess Siebel Fit Scenario Deep Dive

© 2012 WIPRO LTD | | CONFIDENTIAL 12 Call Center Transition - Then and Now  Legacy Call Center Application  Phone and Channel  No phone integration  Browser limitations  Limited visibility to dealer for collaboration  No ability to perform partial searches  One Application for customer facing and dealer facing call centers as well as CRM marketing  Integrated Chat channel  Integrate agent phone  Browser independent  Dealer is using the same application  Ease of search to access customer information

© 2012 WIPRO LTD | | CONFIDENTIAL 13 Demo

© 2012 WIPRO LTD | | CONFIDENTIAL 14 Karry logs into her facebook account and finds a post related to a new car launch. Karry then visits the customer service portal to ask a question. She first looks for an answer in FAQs Karry lands on a page and fills her details in a form. She likes the page and clicks on the link. Karry then starts receiving targeted campaign posts and becomes a lead Karry when not satisfied with the answer enters a query and raises a service request. Karry books the car online. Karry performs the formalities and buys the car.

© 2012 WIPRO LTD | | CONFIDENTIAL 15