From physical processes to digital engagement: Transforming automotive customer experience with A365 

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The automotive industry has undergone massive change in the past 50 years. Gone are the days when buying a car meant flipping through brochures and relying on a salesperson’s word alone. Likewise, booking a service appointment no longer requires lengthy phone calls or visits. Today, technology is not just enhancing customer experiences – it’s shaping them. 

In this blog, we’ll dive into: 

  1. How customer expectations have evolved.
  2. The powerful capabilities of A365 and how it helps meet these demands. 
  3. The role of AI and Microsoft Copilot in sales and service. 
  4. Why staying ahead of the curve with A365 is essential for automotive businesses today. 
The evolution of the customer experience in automotive 

Looking back at how automotive sales and services operated in the past, the contrast is striking. For decades, car purchases involved showroom visits, brochures, and reliance on salespeople. Service appointments were scheduled over the phone, with details jotted down on paper. Customers had limited access to personalized recommendations, and most interactions were transactional. 

However, today’s customers are more informed and expect a personalized, seamless experience at every touchpoint. This shift is driven by advancements in technology that allow businesses to better understand customer preferences and provide customized solutions in real time. 

Today’s automotive customers want: 

  • Personalized vehicle recommendations tailored to their needs. 
  • Convenient, online service scheduling with minimal effort. 
  • Proactive notifications and reminders for maintenance and service. 
  • A consistent, high-quality experience across all platforms and interactions. 

Businesses that embrace this change will not only build customer loyalty but also thrive in a competitive and fast-paced industry. However, those that don’t risk falling behind, leaving room for more adaptable competitors to capture market share. 

Why customer experience is evolving 

Automotive sales personalization is evolving quickly as customer expectations shift towards more tailored and efficient customer experiences. The industry is adapting to these changes to stay competitive and meet the growing demand for convenience and customization. Understanding these factors is crucial for staying ahead: 

From manual processes to seamless engagement Transforming automotive customer experience with A365 5

  1. Evolving Customer Expectations: Customers now expect the same level of personalization they get from e-commerce or entertainment services. They want tailored recommendations, streamlined processes, and to feel like their needs are understood. 
  2. Advancements in Data Analytics and AI: With the increasing availability of customer data, businesses can now use AI to analyze customer behavior and provide predictive insights. This allows them to offer personalized service and anticipate customer needs with precision. 
  3. The Digital Shift: More and more customers are choosing to engage with automotive brands online, from researching vehicles to booking services. They expect a seamless experience across both digital and physical touchpoints. 
  4. The Rise of Electric Vehicles (EVs): With more customers interested in EVs and hybrids, the need for personalized consultations about features, pricing, and charging options is growing. This presents a significant opportunity for businesses that can offer detailed, tailored guidance. 
  5. Demand for Convenience: Customers today want their interactions to be quick and efficient. Whether it’s booking a service or purchasing a car, they expect a smooth, hassle-free experience. 
  6. Competitive Pressure: As automotive companies strive to differentiate themselves, personalized sales and service are becoming critical to maintaining a competitive edge. Businesses that adapt to this new landscape will be better positioned to meet customer expectations. 
A365: Built for the future of automotive customer experience in sales and service 

A365 is an all-in-one platform designed specifically to address the unique challenges faced by automotive businesses. Developed by industry experts with decades of experience, A365 was built with a deep understanding of the complexities of automotive sales and service. 

What sets A365 apart is that it wasn’t built in isolation. Throughout its development, we worked closely with our customers, engaging in periodic check-ins to gather feedback, refine features, and enhance the solution. This ongoing collaboration ensures that A365 doesn’t just meet the needs of today’s automotive businesses, but is also ready to evolve alongside them. 

A365 integrates every aspect of the sales and service journey, from customer engagement to back-end operations. It helps businesses manage everything from the initial customer inquiry all the way through post-purchase service, creating a cohesive and personalized customers experience that keeps them satisfied and coming back. 

A365’s role in revolutionizing automotive sales with AI 

With A365, automotive businesses have access to a suite of tools that enable them to meet customer demands more effectively. Take Max, a Regional Sales Manager at an Annata-powered dealership, as an example. Here’s how A365 is transforming Max’s approach to sales: 

From manual processes to seamless engagement Transforming automotive customer experience with A365 4

This personalized approach not only makes Max’s job easier but also improves the customer experience, helping the dealership drive more sales and build long-term relationships with clients. 

Watch the video here: Revolutionizing automotive sales with A365 and Microsoft Copilot

Transforming service with the AI Agent for Service Centers 

Service centers play a crucial role in maintaining customer satisfaction. However, managing appointments, handling service inquiries, and tracking maintenance schedules can be tedious. That’s where A365’s AI Agent for Service Center comes in. 

Watch the video here: AI Agent for Service Center

The AI Agent automates routine tasks like appointment scheduling and customer interactions, making the service process much more efficient. Here’s how it benefits service centers: 

From manual processes to seamless engagement Transforming automotive customer experience with A365 3

For example, when a customer calls to book a service, the AI Agent can instantly pull up their vehicle history and suggest the most relevant service packages. This not only improves efficiency but also helps customers feel that their individual needs are being met. 

The power behind A365: Microsoft technologies 

A365’s ability to revolutionize automotive sales and service is powered by Microsoft’s cutting-edge technologies, which form a seamless ecosystem that enhances every aspect of business operations. 

From manual processes to seamless engagement Transforming automotive customer experience with A365 2

Together, these technologies provide automotive businesses with a robust, future-proof solution that supports growth and drives customer satisfaction. 

Why adopt A365 for seamless customer experiences 

So, why should your business adopt A365?  

From manual processes to seamless engagement Transforming automotive customer experience with A365 1 

For automotive businesses that want to stay ahead, A365 offers the tools needed to not only meet today’s challenges but also to anticipate tomorrow’s opportunities. 

The future of automotive sales and service: Are you ready? 

As customer expectations continue to evolve, the automotive industry must adapt. A365, powered by Microsoft technologies, is the solution that helps businesses stay ahead of the curve. Whether it’s driving personalized sales or transforming service operations, A365 is designed to improve both customer satisfaction and operational efficiency. 

The future of automotive sales and service is here, and it’s powered by A365. Ready to get started? Contact us to learn how A365 can help you enhance your business and customer experience today. 

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Hydrogen-powered commercial vehicle purveyors selects Annata to fulfill global scale ambitions

North America
Manufacturer

In 2020, Annata was chosen by a heavy truck manufacturer to assist in developing their business processes and the systems required to support them. The company has more than 400 employees to support its rapid growth as a leading automotive innovator in zero-emission vehicles and trucks.

After a rapid and intensive validation cycle, Annata was chosen because of Annata’s 20-year automotive industry experience and extensions to the Microsoft Dynamics platform that formed the basis of the manufacturer’s finance and manufacturing systems.

Designed with cloud scalability and agility built in, the solution covered all critical processes. To ensure a complete and compelling customer experience, Annata’s solution will ensure the organization is well connected to customer behaviors, both pre-and post-sale for years to come.

The company decided to engage in a multi-year partnership with Annata after the success of the solution implementation. Annata provided the manufacturer with industry insights and experience to drive more value in all its business processes.

Annata picked for superior material handling performance by Leading North American equipment dealer

North America
Dealer

A prominent material handling equipment dealer, with a network spanning over 60 locations across North America, is committed to delivering a comprehensive range of services, including new and used equipment, rentals, parts, service solutions, and training, with a strong emphasis on exceptional customer service.

The collaboration between Annata and Microsoft that led to the successful partnership with the customer was built on a foundation of team expertise and trust, ensuring a strong working relationship.

In their initiative to replace the current system, the company aspired to migrate to a modern, Azure cloud-based platform to optimize their Microsoft Dynamics investment. The primary goals included achieving business transformation, ensuring scalability, and eliminating system performance constraints.

The decision to upgrade to Dynamics 365 stemmed from challenges such as instability, poor performance, and growth limitations experienced in their previous solution installation. 

The overarching objective was to address these issues and enhance the overall efficiency and stability of their operational environment. Annata’s offering stood out with its comprehensive equipment lifecycle functionality, addressing the customer’s specific needs in a tailored manner. System performance and adherence to Independent Software Vendor (ISV) compliance were pivotal aspects that contributed to the decision, assuring the customer of a robust and reliable solution.

Annata’s commitment to ongoing development, reflected in their ecosystem investment and roadmap, aligned well with the customer’s long-term goals. Microsoft’s Proof of Concept (POC) support played a crucial role in demonstrating the capabilities of the proposed Dynamics 365 solution.

The success of the partnership was further cemented by the strong collaboration and partnership ethos shared between Annata and Microsoft, ensuring a holistic and effective approach to meeting the customer’s requirement.

Automotive powerhouse selects A365 for next-level business optimization

North America
Distributor

A privately-owned enterprise with a significant presence in the automotive industry, operates as a key distributor for a globally recognized automotive brand. As the largest independent distributor for this brand on a global scale, the division serves a network over 150 independent dealerships.

Previously relying on an outdated “Green Screen” system and managing a complex network of around 200 applications, the company recognized the need for a transformative change. The existing system, developed over 25 years, had become inadequate for evolving dealer needs, leading to technical debt rather than delivering value. To address this, the enterprise sought a modern solution to meet the dynamic requirements of the automotive industry and enhance overall operational efficiency. The Microsoft Dynamics 365 and A365 combination were selected to improve forecasting, streamline vehicle ordering processes, and reduce lead times from inspection to final delivery.

The enterprise now leverages the full A365 platform, including warranty management and rental services, to optimize its operations. The pivotal factor in selecting this solution was the ability to offer a platform tailored to the automotive industry, providing comprehensive visibility, management, and controls throughout the entire vehicle lifecycle. This capability formed the cornerstone of a compelling value narrative, resonating strongly with a diverse group of stakeholders.

The decision to choose Microsoft Dynamics and A365 exemplified a strategic approach, wherein technology was prioritized first, aligning subsequently with the market for a systems integrator. This decision underscored the strategic fit of the chosen technology to the specific needs of the enterprise, setting the stage for a successful implementation and business transformation.

Key automotive importer and dealer adopts A365 for comprehensive operational enhancement

Latin America
Importer and dealer

Founded in 1963 in Latin America, this key player in the local automotive industry has solidified its standing among the top groups in the sector. Over six decades, the company has maintained consistent growth, establishing a robust financial foundation.

Central to their success is a commitment to transparent management, enabling them to overcome challenges. The company prioritizes key strategic pillars, including business sustainability, delivering exceptional customer experiences, nurturing a skilled workforce, embracing technology, and forming strategic alliances. These pillars reflect the company’s comprehensive approach to ensuring long-term success and resilience in the dynamic automotive industry.

To enhance their operations, the company opted for Dynamics 365 Finance & Operations combined with A365 and Dynamics 365 Customer Engagement combined with A365. In the evaluation process, various global and regional players were considered, with the chosen combination ultimately selected based on key factors.

The decision to choose this particular combination was influenced by factors such as embracing new technologies for future growth, an abundance of experienced consultants for technology implementation, a holistic solution with cloud hosting and flexible services, and an excellent cost-benefit Total Cost of Ownership (TCO) ratio.

Additionally, the choice of Annata was motivated by their extensive expertise in the automotive sector, a strong market presence, a robust research and development (R&D) plan, and certification capabilities with a cost-effective Total Cost of Ownership (TCO).

This combination of solutions was deemed the optimal choice, aligning with the organization’s strategic goals and ensuring a comprehensive and effective solution for their business needs.

European vehicle manufacturer unlocks competitive edge with Annata

Europe
Manufacturer

The European automotive manufacturer was increasingly challenged with their internal reliance on their existing systems as they felt that they were losing a competitive edge by not having the ability to benchmark functionality, performance, and cost. 
To address this, they started to investigate adding D365 as a second practice. They, however, soon found a need to bring in the Annata extended solution to fully understand the capabilities of the underlying D365 platform with the vertical extension for their specific business. 

Through the roll-out, the manufacturer was able to move from local, siloed solutions to a common enterprise standard solution which drives down costs, mitigates risks, and improves the customer experience with a consequential uptick in sales. 
In essence, the customer views the solution as providing the systems that run their captive fleet dealers in-country, as well as providing the integration from captive and non-captive dealers into the central solution.

Annata expands Dynamics solution for South African arm of major importer and distributor

South Africa
Distributor

A South African arm of a major importer and distributor of cars and spare parts was looking to expand the use of the solution into Dynamics 365 Sales. A365 Sales was selected as the preferred industry solution.

The reputation of Annata working with the Microsoft team in South Africa helped to land the deal. The underlying Common Data Model for Automotive was also an important factor in the decision.

The expansion of the use of Dynamics CE for sales was already planned but the business felt that the Annata Sales app would provide ‘out of the box’ functionality and save them a considerable amount of time and effort. The business estimated that implementing the Annata Sales app would save them up to 3 years compared with developing the functionality themselves.

The Annata Sales app provides functionality to handle vehicle configuration, and sales quotations including financing options, trade-ins, test drives, etc.

The Annata Sales app will hopefully be the first of several products that the business will implement. This includes D365 F&O; A365 for Dealer management; Customer service; Annata Dealer portal and; Annata Field Service. The 5-week implementation of the Annata Sales app was another compelling factor.

Japanese multinational automotive manufacturer arm selects Annata to replace existing vehicle division systems

Northwestern Europe
Importer

A division of a Japanese multinational automotive manufacturer serving developing markets chose Dynamics 365 + A365 to replace all their current systems for their vehicle division across Africa and selected countries in Latam and Asia. 

The implementation was complex as it involved replacing three heavily customized, on-premise solutions with a standard, (based on a global template), cloud-based offering. The complexity was further increased as the connectivity in some African countries can be intermittent, and delivering a project across many countries requires a great deal of experience and planning.

The solution implemented covered importation, dealerships, aftersales, and service, in addition to rental and fleet in specific markets. The device types cover all vehicles; from motorbikes to cars, lorries, tractors, construction machinery, etc. – and in some markets even boats.

D365 + A365 provided the manufacturer with the confidence that  existing processes would all be supported and that moving to the Azure cloud would drive additional benefits.

Annata brings agility to a Chinese electric vehicle manufacturer

East Asia
Manufacturer

The North American arm of a Chinese electric vehicle (EV) manufacturer, with a 450,000-square-foot bus manufacturing and forklift assembly facility, required an agile solution to manage its supply chain, assembly, dealer orders, and post-sales processes for parts, warranty, and dealer management.   

The existing solution was unable to support these business processes cost-effectively with the same flexibility and agility. Annata’s automotive original equipment manufacturer (OEM) experience and track record of successful and agile implementations, particularly in the U.S. market were key to winning against other competitors.  

Key decision makers of the manufacturer were primarily of Chinese descent, with some residing in corporate offices in China. Working with Microsoft China, Annata was able to leverage its insight into Chinese business culture and its relationships with the business’s corporate IT.

Annata’s ability to adjust to an unconventional sales process and accommodation for cultural differences, coupled with an implementation approach and agile solution that could grow with the North American arm, was key to winning the business. 

Swedish commercial vehicle manufacturer partners with Annata to drive the shift towards sustainable transporting

Scandinavia
Manufacturer

A Swedish trucking manufacturer selects Annata and Dynamics 365 to replace their current wholesale and dealer management systems around the globe. By adding A365 to the Dynamics solution, the company is provided with the comfort to cover almost all its operational processes and drive additional benefits by moving to a cloud-based system.

The company’s primary challenge was that it was dealing with large sets of homegrown solutions and legacy vertical solutions with a separate outdated dealer management system that did not communicate with each other. The current on-premise portfolio needed to be replaced with a standard, cloud-based solution, that covers imports, dealerships, aftersales, and service operations, in addition to its rental and fleet-based markets.

Annata, Microsoft, and the manufacturer worked together to build a golden template and blueprint to be used in future rollouts globally. The solution combination adds future capabilities and support for ML, AI, IoT, and more automated business executions, which will have a positive impact on the ROI.

The manufacturer has transformed its dealer management system, replacing its outdated solutions with Annata’s integrated, cloud-based solution using Microsoft’s infrastructure.

RV manufacturer streamlines business processes with Annata

North America
Manufacturer

Annata was chosen as a solutions provider to replace a 20-year-old heavily customized legacy system for an RV manufacturer. The systems in use were not supplying prompt information to the management team and model changes for production were painful to implement. 

The implementation was vital to simplify access to data and increase service levels to its different dealers. The manufacturer selected Annata due to Annata’s global ISV status and strong solution functionalities to manage their critical workload, particularly those that require interaction with their dealer channel.   

Annata’s robust dealer portal solution has improved dealer relationships with a quicker turnaround on warranty claim decisions and processing.

In parallel, the manufacturer can now leverage warranty rules and validations. The dealer portal is a win for the manufacturer in reducing warranty costs while improving dealer and customer relationships.

The manufacturer expects overall improved management reporting for executives and operations. Operational improvements include rationalized bills of materials, costing, and managing production change orders effectively. The manufacturer expects its dealers to have a more efficient process for warranty claims that will result in a reduced payment time, while still preventing fraudulent or duplicate claims.

Swiss agricultural equipment and machinery supplier accelerates cloud migration with Annata

Central Europe
Importer

As an existing customer of AX and Annata IDMS on-premise, the Swiss company decided to start its journey to the cloud in early 2020. Annata’s finance and operations solution was the core of the solution proposed to the company.  

Annata’s full suite of capabilities was implemented and included extensive device management functionalities that support the entire lifecycle of a machine encompassing imports, sales, and lifecycle management with service/work order management, warranty handling, parts management, and rental. 

In addition to a proven solution, Annata was the primary choice due to the strongly committed executive management team which is very much supportive of the strategic project goals.

The project enjoys a high focus at the executive management level and is supported by a strong change management approach aiming to avoid unnecessary customizations. 

The industry competence of the Annata implementation team was well equipped to mitigate challenges typically encountered when setting up new customer solutions in replace of their heavy customized “homegrown” solution.

Annata selected to digitally transform distribution channel of agricultural equipment manufacturer

Central Europe
Manufacturer

With a primary focus on excellent product quality and outstanding customer service, the equipment manufacturer made a company-wide decision to shift their business process to the cloud using Dynamics 365 and Annata’s Finance & Operations solution. 

The solution was rolled out to several major markets within Europe and the Americas in a span of 3-4 years, before offering the industry template to their independent dealer network. Annata was selected as the preferred industry solution partner to move their on-premise solution within their headquarters to the cloud within three months, utilizing its extensive industry and digital competencies in the Annata team. 

As soon as Annata engaged with the equipment manufacturer, it was clear to them that the industry IP was key to their goal to digitally transform their distribution channel.

Coupled with finance and operations implementation expertise, the equipment manufacturer was confident that D365 with Annata was the best to provide industry knowledge to help them make the right process choices and a full set of industry functionalities around the full lifecycle of their equipment.

Mexican subsidiary of an international motor company implements Annata solutions to modernize business processes

Southern North America
Manufacturer

A Mexican subsidiary of an international motor company was utilizing multiple and heavily customized legacy systems which were around 20 years old and did not improve the business. The financial reports generated caused many discrepancies in the business which dampened business decisions. 

The management was looking for an Integrated system that was consistent and easily manageable, in which all users from different departments could manage business processes in a co-dependent and competent manner.  

Annata’s extensive solution provided the Mexican subsidiary with a technology transformation through its transition to digitized workflows.

The new system enabled the company’s dealerships to seamlessly communicate and collaborate with suppliers and service partners, while the company focused on creating an integrated supply chain. 

With Annata’s unified solution, the company benefited from providing accurate, analytical data through the implementation of key functions in cost management, inventory management, warranty management, sales, and service departments. It also provided the company with a range of business data (in real-time) for analysis at a reduced time rate and this provided the organization with major improvements in its management reporting. 

Hydrogen-powered commercial vehicle purveyors selects Annata to fulfill global scale ambitions

North America
Manufacturer

In 2020, Annata was chosen by a heavy truck manufacturer to assist in developing their business processes and the systems required to support them. The company has more than 400 employees to support its rapid growth as a leading automotive innovator in zero-emission vehicles and trucks.

After a rapid and intensive validation cycle, Annata was chosen because of Annata’s 20-year automotive industry experience and extensions to the Microsoft Dynamics platform that formed the basis of the manufacturer’s finance and manufacturing systems.

Designed with cloud scalability and agility built in, the solution covered all critical processes. To ensure a complete and compelling customer experience, Annata’s solution will ensure the organization is well connected to customer behaviors, both pre-and post-sale for years to come.

The company decided to engage in a multi-year partnership with Annata after the success of the solution implementation. Annata provided the manufacturer with industry insights and experience to drive more value in all its business processes.

Forestry equipment global manufacturer selects Annata for company-wide digitization

Europe
Manufacturer

Operating in forestry markets of more than 40 different countries, the manufacturer had an IT landscape that was complex, fragmented, and varied greatly between countries. As part of their future-proofing efforts, they needed a platform to bolster them as they navigated into the future, providing them with the flexibility required to digitize their entire business. 

Annata’s complete set of industry functionalities around the lifecycle of heavy equipment, the strength of the application and platform, as well as in-depth knowledge and vast experience within the industry were reasons why Annata was selected to support them along their transformation journey. 

Annata also displayed strong awareness of future capabilities specific to the manufacturer’s needs aside from proving a strong partnership with Microsoft. 

Annata’s flexibility, scalability, and capabilities to take on the ever-changing environment in the forestry manufacturing industry have since enabled the manufacturer to maintain a competitive edge digitally.