Frost & Sullivan lauds incadea on improving customer Experience

Based on its recent analysis of the automotive cloud-based dealer management solution (DMS) market, Frost & Sullivan recognises with the 2016 Europe Frost & Sullivan Award for Customer Service Leadership.

incadea, A Cox Automotive Brand stands out in the market for its aggressive global expansion strategy and DMS customisation, which have enabled it to deliver superior customer service.

Having supplied enterprise software solutions and services to global automotive original equipment manufacturers (OEMs) and dealers/retailers for more than 15 years, incadea is in a position to offer high levels of customer satisfaction.

incadea addresses the needs of the automotive retail industry by offering global solutions with state-of-the-art innovation and local execution capabilities. Products include dealer management, business intelligence, and CRM based on the latest Microsoft Dynamics technology. Through continuing global expansion, incadea serves more than 90,000 end users in more than 3,500 dealerships in 90 countries across the globe.

Headquartered in Germany, incadea has offices in Austria, The Netherlands, Greece, Spain, Portugal, Russia, China, Japan, India, Taiwan, Turkey, the UAE, Mexico, and New Zealand. The Group has a network of worldwide certified channel partners, and its range of blue chip customers include over 50 OEMs such as BMW, Toyota, Volkswagen, Peugeot/Citroën, Ford, Scania, General Motors, and Mercedes-Benz.

"incadea's business consultants work together with the customers on addressing the project objectives and goals. Customised solutions are designed based on the best practice and knowledge base to meet the business expectations," said Meena Subramanian, Research Analyst at Frost & Sullivan. "The team then brainstorms tailor-made solutions and alternatives, leveraging incadea's best practices and global knowledge base."

The awarded global vendor has implemented solutions for multi-franchise dealerships that can maintain and monitor different OEMs' vehicle-related information and transactions using a single DMS. Weekly, monthly, quarterly, mid-year, and yearly reports and performance indicators for respective OEMs can be retrieved easily, enabling economy of scale.

incadea follows two approaches for maintaining long-term relationships with its customers. In the first, it employs a 360-degree customer communication/and health-partnership model. During the development phase, incadea's project team schedules monthly reviews with the customer to share two-way feedback on the processes, structure, and product. This interaction evolves into the health-partnership approach. After the delivery of the DMS solution, customer feedback is evaluated periodically and a dedicated team is assigned to resolve issues.

Customer complaints related to DMS are logged as tickets in incadea's customer service portal. For quality assurance, incadea tracks and records all tickets and the corrective measures implemented to maintain quality standards and take proactive actions when necessary to comply with service level agreements (SLAs).

"To ensure that its vision of superior customer service is correctly implemented, incadea recruits employees with innovative ideas and continuously trains them to work with the latest technology," noted Subramanian. "The company, as a service provider, invests in the development of tools, interfaces, and solutions to adapt to a specific OEM approach."

Its constant nurturing and enhancement of the value of its products has earned incadea the 2016 Europe Frost & Sullivan Award for Customer Service Leadership.

Each year, Frost & Sullivan presents this Award to a company that has demonstrated outstanding timeliness and quality in offering a service. The award acknowledges the attractive cost of service and the impact of the offering on customer value.

Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.

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