Cincom Selected by Isuzu Motors to Accelerate Response to Customer Enquiries

Based on the strength of the latest Cincom 'Quote to Order' solution,
Isuzu Motors Limited has selected Cincom to enable quicker responses
to customer enquiries using the advantages of standardised and shared data.

The Isuzu department responsible for supplying diesel engines on an OEM
basis was overloaded with questions from sales agents who required urgent
resolutions. Assessments were labour-intensive, and the results, even for
similar or identical questions, almost certainly varied due to a lack of
standardised processes or shared data. Isuzu determined that a web-based
fault diagnosis system that could be used by multiple users would best meet
their requirements.

Isuzu had several goals that the team intended to realise with their
solution, including compiling corporate know-how to provide more
standardised responses to customers and reducing costs by minimising the
number of steps required to respond to customer enquiries.

Through decision trees that utilise the captured and shared knowledge
throughout the department, Isuzu and its customers are now enjoying numerous
benefits including improved fault diagnosis, 24-hour service, and reduced
labour costs. The end result for the user is extended engine operation time,
which leads to increased productivity and profits.

Sustainable Business Value
Cincom's 'Quote to Order' solution can help increase and sustain revenues,
reduce costs and more effectively use an organisation's knowledge for
competitive advantage.

Demonstrated results include:
95% reduction in costs to complete an order
Order cycle times reduced from 33 hours to 30minutes
Pre-sales engineering support reduced by 50%
Order accuracy improved to over 99%

The Cincom 'Quote to Order' solution covers a variety of processes including
sales process automation, product/pricing configuration and process
configuration, for complex manufacturing. It encompasses areas such as:

Guided selling - where the product is very complex and the
system "guides" the salesperson through customer requirements and presents
the best matching product the company can provide.

Workflow management - where information flow is directed
automatically without complicated user training.

Product configuration - where the company wants to provide
the right products that meet the customers' needs.

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