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Bajaj Auto E-CRM Model Overview

Bajaj Auto is India's second largest two-wheeler manufacturer. It has an existing E-CRM model that provides services like troubleshooting, maintenance charts, locating service centers, and access to genuine parts through its customer care portal. However, a customer complained about the poor availability of spare parts for their Kawasaki Bajaj Eliminator motorcycle, having to pay double the price through local dealers instead of authorized workshops. Recommendations included focusing on service centers, improving documentation processes, increasing spare part availability, following up with customers, conducting post-sales analysis, and improving the 24/7 customer call center.

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Yeasir Malik
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689 views20 pages

Bajaj Auto E-CRM Model Overview

Bajaj Auto is India's second largest two-wheeler manufacturer. It has an existing E-CRM model that provides services like troubleshooting, maintenance charts, locating service centers, and access to genuine parts through its customer care portal. However, a customer complained about the poor availability of spare parts for their Kawasaki Bajaj Eliminator motorcycle, having to pay double the price through local dealers instead of authorized workshops. Recommendations included focusing on service centers, improving documentation processes, increasing spare part availability, following up with customers, conducting post-sales analysis, and improving the 24/7 customer call center.

Uploaded by

Yeasir Malik
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd

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

SERVICES

CUSTOMER CARE

SERVICES
Troubleshooting
Maintenance Charts
Service STN Locator
Bajaj Genuine Parts

Troubleshooting

Possible problems

So
luti
ons

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@[Link]

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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