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Mazda: Driving into the Cloud

Oracle Customer Viewpoint—Mazda

Driving into the Cloud

Mazda North American Operations uses the cloud to transform its customer service operations.

Mazda logo
Highlights

HIGHLIGHTS

Service in High Gear

Because today’s drivers are keeping their cars longer than in the past, car manufacturers and dealership service departments have an extended period of time in which to strengthen customer relationships and improve financial performance.

In response to this trend, Mazda North American Operations has architected a modern multichannel customer service platform that delivers personalized customer experiences by integrating the company’s customer call center with cloud applications, mobile devices, and social networks.

11.4 years--Average age of vehicles on the road in the U.S.
Vision

VISION

Winning Experience

“Mazda’s vision is to have a customer experience at every touchpoint that is as good as our award-winning products.”

—Robert Davis, Senior Vice President, U.S. Operations, Mazda North American Operations

Strategy

STRATEGY

Multichannel Matters

“Customer service is a top priority at Mazda, and our strategy is to support every one of our customers through the physical, digital or virtual channel that’s best for them.”

—James DiMarzio, CIO, Mazda North American Operations

James DiMarzio
Transformation

TRANSFORMATION

All-Access Roads

“By consolidating vehicle information, service histories, and customer profiles, we have a total picture of our customers and can provide fast and accurate service to them regardless of whether they contact us through the web, email, chat, our customer call center, or at the dealership.”

—Aileen Sperber, Group Manager of Customer Experience and Planning, Mazda North American Operations

TECHNOLOGY

Hybrid Platform for Multichannel Service

Hybrid Platform for Multichannel Service

“Oracle’s Siebel CRM and Oracle Service Cloud help us identify new opportunities to service our customers and act on them immediately. We have several initiatives already underway that are enabling our customer experience agents to resolve issues faster and be more responsive.”

—James DiMarzio, CIO, Mazda North American Operations

ROI

ROI

Total Service Experience

“In just a few months since we transformed our service organization, Mazda has already reduced call handling time 20 percent. This not only underscores our efficiency gains, it demonstrates the quality improvements we’ve made to the total customer service experience.”

—Aileen Sperber, Group Manager of Customer Experience and Planning, Mazda North American Operations

Mazda reduced call handling time 20% with Oracle Service Cloud and Oracle Siebel CRM