On the road to success, karma automotive revs its customer experience paid SAP
Using SAP Commerce Cloud, Karma Automotive built a sales website that lets customers easily order cars. When a customer starts to configure that car, SAP software alerts the company’s sales team and retailers about who the customer is and the car they’re interested in buying. Gohil explains, “We’ve developed a portal with SAP where the retailer and sales staff can all see what the customer is seeing and experiencing. This omnichannel insight lets us better support the sale.
Karma Automotive has also built a B2B portal where retailers can order the car, look at warranty claims or receive training on how to replace batteries or make minor repairs.With the launch of Karma’s new cars this month, SAP C/4HANA will help customers navigate through the multiple configuration options.
Says Gohil, “One of our key pillars is customization. Our next step with SAP is to offer guided customization, where choices will be winnowed down based on customers’ profile, what they’ve been interested in before and their preferences.” The system will guide customers through various customization options and help them configure and personalize their Reveros. The guided configuration process will include providing customers with pricing options as they select various features.
The combined systems also allow retailers to easily order parts for car maintenance or repair. “They can use SAP Commerce Cloud to browse the catalogue, find what they want and order it,” Says Gohil. “The order goes straight into SAP S/4 HANA – and the system figures out where the part is, when it will be shipped and the shipping number for tracking.”
But as Karma Automotive seeks to grow its business, the customer experience matters most. “Now we can truly do made-to-order, engineer-to-order cars so every car is special and unique,” says Gohil.I’ve been in the technology industry for over 15 years, communicating stories about products, innovation and corporate social responsibility. I’m passionate about techno...
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