CRM system optimization to expand partner program of a major German auto maker

Challenge:
1. Insufficient data on customers in the CRM system
2. Duplicate customer data due to overlapping partners and customer contacts stored multiple times with them

Idea:
1. Analysis of the necessary data and points to determine when a customer should be contacted by partners during a vehicle's life cycle.
2. Implementation of necessary communication channels for this purpose.

Objectives:
1. Enable data-driven, automated customer communication (e.g., tire promotions, maintenance, etc.)
2. Clean up remaining duplicate customer contacts across various data storage sources

Results:
1. Expansion of the customer dialog system (program for communicative support of the customer during the vehicle life cycle) for target group-oriented communication
2. Revision of the user interface to increase user-friendliness
3. Simplification of the customer groups to the essential marketing-relevant target groups