Driving Car Club towards the Modern Workplace with Dynamics 365
Singapore
Malaysia
Indonesia
China
Challenge
Car Club has been Singapore's largest and most established Car-Sharing operator since 1997. After more than 20 years in the market, the company has grown to more than 110 stations and 270 cars. Previously, Car Club's operations relied on many silo systems, which caused a lot of process inefficiencies and made it difficult to share data across departments. The company needed to shift from manual processes that supported a mere 10 to 20 car stations in the early 2000s to a scalable solution that could handle approximately 112 stations with 270 cars. They were extremely customer-centric and constantly evolving their business model to better meet the needs of the changing landscape, requiring technology to create more touch points with customers and improve process efficiencies.
We're extremely customer-centric and we're constantly evolving our business model to better meet the needs of the changing landscape. We started out with manual processes that supported a mere 10 to 20 car stations in the early 2000s. As we scaled our business, we've grown to amass approximately 112 stations with 270 cars. Thus, it is extremely important for us to leverage upon the latest technology to create more touch points with our customers and to improve our process efficiencies. — Gary Ong, Managing Director of Car Club<br /> <br /> Prior to the introduction of Dynamics 365, we used a manual CRM tool. This was not only time-consuming for our employees, but also restricted us from many growth opportunities. This has given us the ability to empower our employees with technology to create a unique blend of capabilities that will optimise our performance. More importantly, our employees are now better to able collaborate with one another, which benefits the company with greater functionality, speed and efficiency. — Gary Ong, Managing Director of Car Club
Solution
RSM Stone Forest IT developed a system that utilised a centralised platform to connect Car Club's individual systems into one. They used Microsoft Dynamics 365, an all-in-one business management solution that allowed them to integrate and streamline Car Club's core business operations into a unified view of customers. Hosted in the cloud on Microsoft Azure, Car Club has the full flexibility of access and control over its CRM system anytime, anywhere. The solution fully digitised and automated their leads, funnelling, registration processes, right through to customer onboarding.
Results
By making this technological shift, Car Club has now fully digitised and automated their leads, funnelling, registration processes, right through to customer onboarding. They are also able to track sales more closely to aid decision-making and are considering more forms of dynamic pricing to better meet the needs of customers. The solution has given them the ability to empower employees with technology to create a unique blend of capabilities that optimise performance. More importantly, employees are now better able to collaborate with one another, which benefits the company with greater functionality, speed and efficiency. Gone were the days when Car Club's customers had to manually apply for a membership by filling up a physical form and mailing it to the company. Today, the customer experience is completely automated – from membership sign-ups to car reservation and collection – everything can be done through the ease of Car Club's mobile application or website.
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