Hero Honda's Connect Dealer Management System

摘要

Hero Honda was earlier using a web-based business partner portal to communicate with its dealers across India. While the company would use it to fetch customer order information, the dealers would upload their sales related data to it. While the information flow was happening in this system, it was not good enough to handle large transaction volumes of 40-50 lakh two wheeler-sales per month and an equal or higher number of services per month. There were inconsistencies in the sales and service processes followed by the company's dealers, due to which customers were not getting a uniform experience. This would have hampered the company's future growth plans. For instance, if a customer was dissatisfied with the service quality offered by one dealer, and