Reynolds and Reynolds Joins Forces with PricewaterhouseCoopers
20 January 2000
Reynolds and Reynolds Joins Forces with PricewaterhouseCoopers to Revolutionize eCRM Marketspace of Auto Retailing Industry, Improve Consumers' Auto Retailing Experiences
DAYTON, Ohio--Jan. 19, 2000--PricewaterhouseCoopers' eCRM Knowledge
The Reynolds and Reynolds Company announced today that it will work with PricewaterhouseCoopers, the world's largest professional services organization, to develop and deploy an eCRM engine that will personalize the relationship-building process between automotive retailers and their customers.
Reynolds' investment in this eCRM engine will be used to expand the company's established and growing Customer Marketing Services business by providing auto retailers with valuable consumer information from multiple touchpoints within the automotive retailing process, including the auto shopping, purchasing, servicing and resale cycles. Reynolds will integrate external information with data from inside the dealership to help auto retailers create personalized, one-to-one marketing programs for individual automotive customers. The end result, according to Mark Brown, general manager, Reynolds' eBusiness Division, will be a "win-win-win" opportunity for automotive consumers, retailers and manufacturers.
"Auto retailers will have the power to better manage the customer relationship lifecycle, helping retailers find, better serve, and create lifelong relationships with automotive customers," said Brown. "Consumers, in turn, will benefit from more personalized, targeted service from automotive retailers, while auto manufacturers will benefit through increased customer satisfaction and brand loyalty."
"The essence of innovation around services that add value and increase margins is customer insight," said J Ferron, partner, PricewaterhouseCoopers Automotive Practice. "Our team, working with Reynolds and leveraging their in-depth understanding of the automotive retailing industry, will develop and deploy solutions that link retailers to both their customers and their vehicle brand owners and distributors."
The database tools PricewaterhouseCoopers is developing with Reynolds will enable auto retailers to mine critical customer data that can be used to create Internet-deployed communications capabilities, including service reminder notices, service scheduling tools, new and used vehicle programs, customer survey and input programs, and many other retail marketing programs. Additionally, retailers will be able to use valuable industry information related to supply chain, service, sales, and the customer experience that will help shape a more efficient and effective business model.
According to Brown, this relationship will provide Reynolds and PricewaterhouseCoopers with the opportunity to further expand their eCRM leadership positions, especially within the automotive marketplace. "This powerful eCRM engine will strengthen the retailers' marketing effectiveness, and even permit complete outsourcing of these services to Reynolds and Reynolds."
"PricewaterhouseCoopers' leadership in the eCRM marketspace, particularly within the automotive retail market, will facilitate the rapid development and deployment of our eCRM engine," said Brown. "The organization's global reach, and its relationships with dominant players in the eCRM software marketspace, also present Reynolds with the opportunity to further build and expand our eCRM business into new and global markets."
PricewaterhouseCoopers' Customer Relationship Management (CRM) practice provides integrated end-to-end CRM solutions that transform how companies market, sell and serve their customers. With more than 1,800 experienced CRM practitioners worldwide, PricewaterhouseCoopers delivers its Market-Intelligent Enterprise(SM) vision: Aligning front and back office strategies and activities to proactively manage customer information and relationships, develop and integrate multiple sales and service channels, and manage product and service innovation and time-to-market for sustainable and profitable growth.
PricewaterhouseCoopers (www.pwcglobal.com) is the world's largest professional services organization. Drawing on the knowledge and skills of 150,000 people in 150 countries, we help our clients solve complex business problems and measurably enhance their ability to build value, manage risk and improve performance. PricewaterhouseCoopers refers to the US firm of PricewaterhouseCoopers LLP and other members of the worldwide PricewaterhouseCoopers organization.
Reynolds and Reynolds, headquartered in Dayton, Ohio, is a leading provider of integrated information management systems and related value-added services to automotive and general business markets. The company reported revenues of $1.56 billion for the 12 months ended Sept. 30, 1999. For more information on Reynolds and Reynolds, visit www.reyrey.com or call The Reynolds and Reynolds Information Hotline at 1-888-4REYREY.