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  • E-Crm of Bajaj Auto

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    Hiralal Mistry
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    This document discusses Bajaj Auto, an Indian motorcycle manufacturer. It outlines Bajaj's existing E-CRM model which focuses on services like troubleshooting, maintenance charts, and a service center locator. It then describes the experience of a customer who struggled to find spare parts for their Kawasaki Bajaj Eliminator motorcycle at local dealers. The customer wrote to Bajaj's customer care requesting help in finding genuine spare parts at reasonable prices. The document concludes with recommendations for Bajaj to improve spare part availability, customer service centers, follow-up, and their 24/7 customer call center.

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    E-CRM OF BAJAJ AUTO

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    This document discusses Bajaj Auto, an Indian motorcycle manufacturer. It outlines Bajaj's existing E-CRM model which focuses on services like troubleshooting, maintenance charts, and a service center locator. It then describes the experience of a customer who struggled to find spare parts for their Kawasaki Bajaj Eliminator motorcycle at local dealers. The customer wrote to Bajaj's customer care requesting help in finding genuine spare parts at reasonable prices. The document concludes with recommendations for Bajaj to improve spare part availability, customer service centers, follow-up, and their 24/7 customer call center.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    909 views20 pages

    E-Crm of Bajaj Auto

    Uploaded by

    Hiralal Mistry
    This document discusses Bajaj Auto, an Indian motorcycle manufacturer. It outlines Bajaj's existing E-CRM model which focuses on services like troubleshooting, maintenance charts, and a service center locator. It then describes the experience of a customer who struggled to find spare parts for their Kawasaki Bajaj Eliminator motorcycle at local dealers. The customer wrote to Bajaj's customer care requesting help in finding genuine spare parts at reasonable prices. The document concludes with recommendations for Bajaj to improve spare part availability, customer service centers, follow-up, and their 24/7 customer call center.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 20

    By:-

    Rahul Aneja
    Sachin Kumar
    Shantanu Bhattacharya
    Shobhit Agarawal
    Agenda
    About the company.
    Existing CRM model, An E-CRM approach.
    Services.
    Customer.
    Experience as a customer.
    Stations of Experience.
    A mail From Customer Forum.
    Recommendations.
    About the company
    Founded in 1945.
    It is India's second largest two wheeler
    manufacturer[1] and the world's 4th largest two- and
    three-wheeler maker.
    The Forbes Global 2000 list for the year 2005 ranked
    Bajaj Auto at 1946.
    The company is headed by Rahul Bajaj who is worth
    more than US$1.5 billion.
    An Existing E-CRM model of
    Bajaj

    E-CRM

    CUSTOMER CARE
    SERVICES
    SERVICES

    Troubleshooting

    Maintenance Charts

    Service STN Locator

    Bajaj Genuine Parts


    Troubleshooting
    Possible problems
    So
    lu tion
    s
    Online Maintenance chart
    Online service center locator
    Bajaj genuine part
    Customer Care
    Customer request form
    Experience as a customer
    Experience as a customer.
    Meeting the sales man.
    Option for cash payment or loan.
    Requirement of colour.
    Call intimation.
    Delivery.
    After sales service.
    Station of experience
    Stations of Experience
    A Customer mail through forum.
    To,
    The Customer Care,
    Bajaj Auto Ltd.
    Date: 21st June, 2008.
    Sub: Spare parts for Kawasaki Bajaj Eliminator.
    Dear Sir,
    This is with the reference to two wheeler Kawasaki Bajaj Eliminator which we have bought in the
    year 2005. Considering the market share of Bajaj in two wheeler we opted for Eliminator
    though it was in collaboration with Kawasaki.
    But unfortunately it was always the problem of availability of spare parts with the companies
    authorized workshop so we had pay almost more than double the price to procure from local
    dealers.
    Now this is really absurd at times even some small parts as Head screw is not available and even
    Bajaj Avenger parts cannot be used due to incompatibility.
    So I request your kind self to kindly guide us from where to get genuine spare parts for
    Eliminator at realistic price.
    Thanks,
    With warm regards,
    Ahzaz Patel
    B-14, Firdaus Apartments,
    24, Veer Savarkar Marg,
    5th Floor, Mahim,
    Mumbai 400 016.
    Mobile : 09322246896
    email: ahzaz@gtindia.net
    Recommendations
    Focus on the service centers.
    Speed-up the process for documentation, if not
    possible then improve the ambience.
    Increase the spare part availability.
    Follow-up customer periodically.
    Post sales analysis.
    Improve 24X7 Customer call center.

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