Page 63 - DCAP306_DCAP511_E-COMMERCE_AND_E-BUSINESS

E-Commerce and E-Business

UPS Logistics helped Ford Motor Company to put up a system for tracking
individual vehicles throughout the shipping process by integrating the intranets of
both Ford and UPS to set up a unit called UPS Autogistics. Ford contributed 27
employees to a UPS staff of 120, using their automotive industry expertise and
collaboration of systems and resources. One year after the launch of Autogistics,
Ford revealed a 25 per cent cut in delivery times, US$125 million savings in annual
carrying costs and US$1 billion a year in inventory reductions.

Customer Extranet (ABC)

Case Study
A
BC Auto Company had a remarkable success in using the Web to serve potential
customers through its Web sites. ABC accepted that the Web could also be utilized to
offer services to current product owners in order to meet the company goals.
The company goals include increasing lifetime owner loyalty and establishing a channel of
communication with customers throughout the ownership life cycle.
Overview
XYZ Software Services worked with ABC Auto Company to plan an effective online strategy for
enhancing its relationship with current customers. With this plan, XYZ Software Services designed
and developed a Web site that provides a full suite of product-specific information and services for
the owners of ABC cars.
XYZ Software Services had to create an Internet solution that would accommodate all of ABC Auto
Company's product groups while maintaining a distinction between the multiple brands. To achieve
the desired level of personalization, perfect integration with existing business systems was
necessary. In addition, participation by dealers and the primary point of contact with new customers
were also instrumental in achieving this goal.
Solution of XYZ Software Services
To create a strong foundation for this initiative, a team from XYZ Software Services and ABC Auto
Company completed a broad strategic assessment. Following wide-range of customer research,
dealer interviews, industry research and a detailed analysis of ABC Auto Company's business
requirements, the team planned out X&Z’s design, functionality, and an implementation plan.

To provide a unique experience for each user, XYZ Software Services designed and built a dynamic
site that delivers content that is customized to the user's products. The services available on the Web
site include maintenance plans.
Results
The extensive services of the Web site were very helpful to the customers of ABC Auto Company.
Site navigation and accessible content improved the customer satisfaction. Moreover, the site
enabled ABC to capture useful data and communicate with its customers in a centralized, online
location.
Questions:
1. What was XYZ Software Services’ initiative to create an Internet solution that could accommodate
all of ABC’s product groups?
2. What were the benefits derived by the customers of ABC Auto Company through its Web site?

Source: http://www.calcuttawebdevelopers.com/ecom-case-studies-cars.htm

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