Standardized Retail Processes with Siebel CRM as the core Sales & Service Platform

Mitsubishi Fuso Truck and Bus Corporation (MFTBC) is an integral part of Daimler Truck AG. Its headquarters are based in Kawasaki, Japan. With a longstanding history of over 89 years with FUSO brand, MFTBC manufactures a range of commercial vehicle including light, medium and heavy-duty trucks and buses for approximately 170 markets worldwide.

Siebel CRM has been implemented as a platform of Dealer Management called 'FORCE' – FOR Customer Excellence. Almost all type of operation – New vehicle sales, used vehicle sales, service/parts sales and insurance sales operations are managed by Siebel CRM. FORCE is used by 180+ MFTBC dealerships. Another category of dealers are private dealers called 'FDPs' – Fuso Dealer Partners, thye previously have used different dealer management systems. The FDP FORCE rollout project is for deploying FORCE on 8 FDPs out of 11. These FDPs make 20%+ sales volume also sell 6,000+ vehicles/year so improving their dealer operation is very mission critical.

For managing the rollout for multi Fuso Dealer Partners, prompt deployment and scalability of the environment was must. A cloud with Kubernates based Container approach enabled MFTBC to manage multiple rollouts within limited timeline. The rollout for 8 Fuso Dealer Partners was successfully completed within 2 years.

May the FORCE be with you!

Oracle Siebel was chosen as core foundational technology block, accompanied by ancillary components such as ODI and OBIEE for business reporting. Oracle Siebel CRM hosts MFTBC’s enterprise core customer-facing processes, such as Retail Sales of New Vehicles, Used Vehicle Sales, Back Order, Service, Parts, Warranty, Insurance, offering an end-to-end Customer experience journey. It integrates over 20+ applications (such as legacy applications, partner applications and open API for global consumptions) through more than 100+ services.

With the unique deployment approach using cloud native architecture, Siebel CRM runs on pods with a single database hosting a pluggable database for each organizational entity (e.g. one for company owned and each for every FUSO Dealer Partner). Multiple tenancy is achieved through technology enabling IT deployment methodology that leverages infra as code. It enables MFTBC to offer each FUSO Dealer Partner their own instance for data and process custodianship while ensuring sustainable technology landscape.

The introduction of Siebel CRM is a journey of technology transformation using Oracle Siebel CRM as core foundation to modernize and future ready our IT landscape. Empowering more than 5000+ live users to enable monthly retail of 3000+ commercials vehicles, 80,000+ job cards, daily 100,000 integrated printing and foundation processes for MFTBC customer facing channels such as eCommerce, CRM, Customer Portal, Workshop Experience helping MFTBC to achieve customer excellence and enabling faster adoption of future digital initiatives.

Key highlights and ROI:

• 5000+ live users
• Monthly retail sales of 3000+ commercials vehicles
• 80,000+ job cards
• 100,000 daily integrated printing

Key achievements and benefits from the use of the Dealer Management System across Fuso Dealer Partners:

• Quick solution rollout: 8 Fuso Dealer Partners rollout completed within 2 years
• 25% approval step reduction
• 52% document type reduction
• 35% print saving

• Mitsubishi Fuso are a recognised Solution Innovator, not an Oracle Customer Reference.