[TA1] Comprehensive Customer Lifecycle Management & Multi-channel Experience Personalization based on 360-degree Profile

Online leads are not fully optimized; lead distribution is suboptimal; sales follow-up is not timely, relying on individual experience. Customer experience is inconsistent, feedback data is fragmented (call, chat, email...). Marketing activities are dispersed, promotions are not personalized, and campaign effectiveness is low. Customer data is fragmented, inaccurate, and lacks a unified Customer 360 Profile.

- Increase lead-to-contract conversion rate, efficient lead distribution. - Standardize CS quality, early detection of experience bottlenecks. - Personalize messages/promotions, increase digital marketing effectiveness. - Build a unified Customer 360 Profile, improve data accuracy, serving as a foundation for AI.

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Sales Team, Marketing, Customer Service (CS), Business/Dealer Management, Executive Board, IT.

Online lead data, historical sales data, existing customer files, interaction & purchase history, data from branches (not yet synchronized). Unstructured data from call recordings, chat, email, customer feedback.

It is a mandatory foundation for deploying other AI use cases. Suitable for the context of expanding digital channels and reducing reliance on showrooms. It is a pillar for scaling up to millions of customers and building a "peace of mind journey."