Honda What It Should Say Had One Never Drive Again

Responsive automotive services drive client loyalty

Honda Pakistan harnesses analytics to enhance after-sales experiences and win repeat concern

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To thrive in a highly competitive automotive marketplace, Honda Pakistan aims to convert first-time purchasers into lifelong customers. The after-sales experience — including repairs and servicing — represents a powerful opportunity to maintain warm, positive date. Honda Islamic republic of pakistan strives to ensure that its dealer network is fully equipped to deliver high-quality services, inspiring customers to choose Honda Pakistan once more when the time comes to purchase their side by side vehicle.

Honda Islamic republic of pakistan wants to deliver an infrequent experience from the first moment customers step into a dealership.

Muhammad Ali, Full general Manager It at Honda Pakistan, explains: "After a temporary dip caused by the COVID-19 pandemic, the automotive sector has rebounded in a large way — and demand for new vehicles is high. Several other leading automotive brands as well operate in Pakistan, so information technology's never been more important for Honda Pakistan to differentiate itself."

While the kickoff vehicle bought by a new customer is a marquee moment, long-term customer value depends on the quality of the after-sales relationship for servicing and repairs. A positive after-sales experience can blossom into lifetime brand loyalty.

"Today, simply over one-half of our customers are actively returning to our dealership partners for after-sales services," says Ali. "We aim to drive customer engagement upward to 75% — increasing the propensity for offset-time buyers to become repeat customers."

Honda Pakistan sells through its country-broad network of 38 dealerships. To help attain its loyalty goal, the visitor has targeted closer collaboration with its forepart-line service partners.

"Our dealers place orders with usa when they demand additional components to comport out servicing and repairs, some of which we must lodge from international suppliers," explains Ali. "In the by, we depended on manual, time-consuming methods such as emails, phone calls and spreadsheets to communicate with our dealerships. This approach increased the hazard of key parts going out of stock — possibly leading to delays in after-market services and damaging the client experience."

Cuts take a chance of stockouts through

83%

faster forecasting for spare parts

Decreases recovery fourth dimension objective for SAP S/4HANA by

95%

reducing the risk of business organization disruption

By partnering with IBM Consulting, we tin can position Honda Islamic republic of pakistan to offer customers the all-time after-sales experience in the country — empowering us to build our share of a hugely competitive automotive market.

For many years, Honda Pakistan has relied on SAP® ERP solutions to back up its nationwide automotive business. The visitor recognized that leveraging embedded analytics from the new SAP Due south/4HANA® platform — fed by real-time information flows from its dealerships — had the potential to transform its approach to planning, procurement and logistics.

Ali elaborates: "Nosotros were confident that SAP S/4HANA would enable united states to forecast after-sales requirements well in advance, and ensure nosotros accept the optimal inventory to service customers' vehicles in a timely way. Nosotros were also keen to deploy a new dealer management arrangement, powered by data from SAP S/4HANA. The aim is to see the location of inventory across our partner network, and dynamically rebalance stock levels to enable faster services — for example, shipping unused components to other dealerships when they are in high demand."

We see that IBM Power servers offering significant advantages over comparable x86 environments, including compute functioning, reliability and a more than-meaty information heart footprint. Ever since we moved our SAP business systems to IBM Ability H922 servers, nosotros've been very impressed by how robust they are — they've never let usa downwards.

On the route to real-fourth dimension insight

We see that IBM Power servers offer significant advantages over comparable x86 environments, including compute functioning, reliability and a more-compact data center footprint. Ever since we moved our SAP business organisation systems to IBM Power H922 servers, we've been very impressed past how robust they are — they've never permit us downwards.

Honda Pakistan depends on its SAP ERP solutions to steer mission-critical concern processes. After committing to the transition from SAP ERP Fundamental Component to SAP S/4HANA, it was clear that extended downtime during the changeover would present an unacceptable risk to the business. To aid ensure a smooth transition to the side by side-generation ERP SAP Southward/4HANA, the visitor selected expert support from IBM® Consulting.

"Our dealers employ our SAP ERP applications to place orders for vehicles, so it was admittedly essential to minimize reanimation in our customer relationship management systems," explains Ali. "One of the core requirements for a partner to assist us with the movement to the new SAP platform was the assurance that at that place would be no gap in our order-taking capability. IBM Consulting gave us that balls, and more."

Honda Pakistan has a long and trusted relationship with IBM Consulting. IBM had worked with the company on its initial deployment of SAP ERP several years earlier. To prepare its It infrastructure for the in-memory demands of the new SAP solution, Honda Pakistan had more recently engaged IBM to deliver a high-performance platform for SAP South/4HANA based on IBM Power® H922 servers and low-latency IBM FlashSystem® 5200 storage, built with IBM Spectrum® Virtualize technology.

Qazi Wasif, Manager It, S/4 HANA Project Manager, SAP ABAP Consultant at Honda Pakistan, comments: "We see that IBM Ability servers offer meaning advantages over comparable x86 environments, including compute operation, reliability and a more-meaty data center footprint. Ever since nosotros moved our SAP business systems to IBM Power H922 servers, we've been very impressed by how robust they are — they've never let us down."

Ali continues: "IBM Consulting has been a strategic partner to Honda Islamic republic of pakistan for many years now. When the fourth dimension came to move to SAP S/4HANA, IBM again stood caput and shoulders above the contest. As well every bit knowing our business processes within and out, IBM Consulting went out of their way to assign experts who had already worked with our business on many different engagements — all the style back to the original deployment of SAP ERP. No other partner nosotros've worked with has the same combination of deep automotive experience and strong local presence that IBM Consulting brings to the tabular array."

To assistance Honda Pakistan identify the technical and operational requirements for SAP S/4HANA, IBM Consulting completed an IBM HANA Bear upon Assessment. This process provided valuable information to help the 2 organizations build a projection program and avoid technical roadblocks during the move to the new solution.

"IBM HANA Impact Assessment gave us a mode to benchmark the complexity of our customization objects and decide where we might come across issues in the move to SAP S/4HANA," comments Ali. "The assessment besides revealed opportunities to remove unneeded data from our SAP systems. With SAP S/4HANA, nosotros reduced our database book by more than l%, from 750 GB to 350 GB, helping to reduce our storage requirements."

Working closely with Honda Pakistan, IBM Consulting helped the company to perform four exam runs of the migration, each time identifying possible issues and refining the process. At the aforementioned fourth dimension, IBM engaged with the company's dealerships and validated that the new SAP Southward/4HANA solution would run into the disquisitional customer relationship management objectives.

"IBM Consulting helped Honda Islamic republic of pakistan mitigate the business hazard of a major digital transformation effort," states Ali. "We successfully switched to SAP S/4HANA over a single weekend, and IBM Consulting assigned 24-hour coverage to ensure the go-live went smoothly. The post-obit Mon, the business units and dealerships logged on as normal, with no pause to their activities."

Behind the scenes, by deploying SAP Southward/4HANA in an agile/agile configuration at its primary and disaster recovery data centers, Honda Pakistan has slashed its fill-in and recovery times.

Zaman Khan Abdali, Director IT, Networks & IT Infrastructure at Honda Islamic republic of pakistan, confirms: "Restoring our previous SAP ERP environment in a recovery scenario would have required up to four hours of work, but with SAP Due south/4HANA we tin can recover in just 10 minutes. We've also reduced our recovery betoken objective, which is at present but five – x minutes — helping us to ameliorate protect of import business organization data."

Imran Khan, Assistant Manager IT, SAP Infrastructure at Honda Pakistan, confirms: "The disaster recovery process is more user-friendly in SAP S/four HANA compared with our previous platform."

Boosting operational efficiency, enhancing client service

Equally it begins its journey with SAP S/4HANA, Honda Islamic republic of pakistan is already measuring significant improvements in the speed and efficiency of core business concern processes. For case, creating spare parts forecasts for its dealership networks is now faster, easier and more than accurate than ever before.

"To bulldoze client engagement, it'due south crucial to understand recency, frequency and value: that is, when customers last engaged with us, how often they engaged with us in the past, and the amount of coin they accept spent with us," explains Ali. "This data helps us to determine how well we are doing at attracting customers to come dorsum for afterwards-sales services and use that analysis to design constructive promotions and marketing campaigns that improve engagement."

Ali continues: "With SAP S/4HANA, nosotros tin create detailed reports from six years of historical customer data at the impact of a push button. Moreover, we can now forecast our requirements for more than xxx,000 automotive parts 83% faster, helping us to optimize our procurement processes and reduce the risk of key components going out of stock."

Honda Pakistan is also driving improvements in workflows elsewhere in the business organisation. The company has cut its month-end closing processes from 3 hours to a matter of minutes, and is exploring more possibilities to integrate existent-fourth dimension insights from SAP Fiori dashboards into its controlling processes.

"The SAP Fiori user experience makes it very piece of cake and intuitive to provide timely, authentic information to our managers and leadership teams," adds Ali. "Every month, each section managing director prepares a briefing for their section head, which previously required around xxx minutes of manual work to collate information from spreadsheets. Today, all the data is available immediately via SAP South/4HANA dashboards — empowering teams to spend less time on data preparation and more time on value-added analysis."

IBM Consulting recently worked with Honda Islamic republic of pakistan to enable live materials requirements planning in SAP South/4HANA — replacing transmission planning with fully integrated processes.

"Our manufacturing processes and international supply bondage have long lead times, so a manual error such as omitting an important item from an order has the potential to cause pregnant delays," says Ali. "Now that nosotros take moved to alive materials requirements planning in SAP S/4HANA, nosotros have improved the efficiency of our procurement process, which will aid ensure we tin can uphold delivery commitments to our customers."

The next stage of Honda Pakistan'southward initiative volition run across the company select and deploy a dealer management organization. By enabling closer integration with its dealerships, the company can extract fine-grained insights into the performance of its loyalty strategy and uncover new ways to foster client engagement.

"Our leadership is already getting much faster and more detailed access to fundamental business data in SAP S/4HANA, and we're excited to build on what we've accomplished so far," concludes Ali. "By partnering with IBM Consulting, we tin can position Honda Pakistan to offer customers the best after-sales experience in the country — empowering us to build our share of a hugely competitive automotive market place."

Near Honda Atlas Cars Pakistan Express

Headquartered in Lahore, Islamic republic of pakistan, Honda Islamic republic of pakistan External Link is a joint venture between Honda Motor Visitor Limited Japan, and the Atlas Group of Companies, Pakistan. Founded in 1992, the company has produced and sold more than than 400,000 cars since it commenced product in 1994.

Solution components

Nearly Honda Atlas Cars Pakistan Limited

Headquartered in Lahore, Pakistan, Honda Pakistan External Link is a joint venture betwixt Honda Motor Company Limited Nihon, and the Atlas Group of Companies, Pakistan. Founded in 1992, the company has produced and sold more than than 400,000 cars since it commenced product in 1994.

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