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IVECO is a global manufacturer of light, medium and heavy-duty trucks, buses, coaches, fire engines, military vehicles and off-road vehicles for construction and mining. For IVECO's Customer Relations…
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Every day, potential new customers send their inquiries via IVECO dealer websites, IVECO websites and other contact applications. However, the variety of contact forms used had a catch: they were neither standardized nor capable of feeding IVECO's central Customer Relationship Management (CRM) system. Instead, the owners of the websites (i.e. dealers and IVECO itself) were responsible for manually entering the customer data into the existing IVECO CRM. However, incorrect entries in the CRM field could result in valuable customer data being lost. An application that bundles, standardizes and automatically exports all customer inquiries into the desired format for further processing should reduce the potential loss of customer data and enable IVECO employees to access customer data more quickly for further processing.
An API was developed for the CRM that enables external websites to communicate with our app via a completed contact form. A Pimcore object is created. CronJobs generate a CSV list for the IVECO CRM, reduce errors and receive customer data. This list is automatically sent by e-mail. The IVECO contact app, created with CodeIgniter, processes customer data and enables additional fields of interest to be filled in. New contacts are created via API. CronJobs generate CSV lists of new customers for the CRM at set times, which are processed after trade fairs.
With the IVECO contact app, Iveco employees in the field (e.g. at trade fairs) can contact potential new customers and save customer data via the contact form or by photographing the business card. The data is then sent via our API and a new Pimcore object is generated. After the photo has been taken, it is processed using Google Vision API and the data from the response is used to fill out the contact form. This saves a lot of time that would be needed to fill in all the required fields of the contact form. And IVECO representatives can use this time to inform potential new customers about new IVECO products and features instead of filling out contact forms.
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