Robert Bosch Engineering & Business Solutions PVT LTD
Customer Experience

CUSTOMER CENTRICITY

Your doorway to ensuring memorable experiences and loyal customers

What is customer centricity and how can it help businesses?

Customer centricity places the customer at the forefront of all business interactions.

Ensure unique, seamless, and ultimately, memorable customer experiences, across channels, touch-points, or systems and devices.

It is through these experiences that one can earn loyalty, repeat visits, and more customers by delivering real value through intelligence.

However, it is not easy to ensure such experiences as the problems of adoption are many. Some reasons could be due to silos of customer data; fragmented or older systems unable to connect and create accurate profiles; inability to decipher customer trends and moods, as well as poor in-house coordination.

Every problem has a solution and overcoming these challenges can ensure competitive advantage, sustainable growth, and brand advocacy, leading to increased customer satisfaction

Customer Centricity Solutions & Trends

AI technologies

  • Enhance text, sentiment, voice,interaction, IoT and even traditional survey analysis.
  • It can be used in deeper, more sophisticated ways-things like demand forecasting, lowering churn rates, and hyper-personalization models.

Chatbots: self-service

  • Companies ensure that customers are able to find answers to their questions using a wide-range of self-service options using Virtual Customer Assistants and Chatbots

Voice Commerce

  • Think with Google states that 72% of people who own a voice-activated speaker say that their devices are used as part of their daily routine

Location Based Services

  • Improve personalization, 75% of consumers are more likely to purchase from a company that knows their name, their purchase history, and/or recommends items based on their purchase history.

IOT - connected devices & services

  • IOT, backed up by intelligent systems, will provide additional touchpoints for customers to engage.
  • Robots can steadily improve and drive engagement in retail, healthcare and transportation hubs.

AR/VR Solutions

  • Bring concepts to real life
  • Build variations as per customer needs
  • Bring large products to the customers
  • Validate fitment at the desired using measurement capability
  • Shorten the sales Cycle

Our Customer Centricity Solutions places focus in-store, online as well as hybrid, right from in-store personalization, product tracking and proximity marketing to omni-channel, B2B, B2C and B2B2B commerce. Within hybrid solutions, we undertake digital enterprise training, augmented showrooms, remote assistance and AR-powered manuals and BIM systems.

Putting Customers at the Core through Engagement & Experience

Putting Customers at the Core through Engagement & Experience

End-to-end Services

Contextual Intelligent Marketing

Contextual Intelligent Marketing

Contextual Intelligent Marketing

  • Dynamic Customer Profiling
  • Segmentation, Campaigns, Journeys
  • Commerce Marketing
  • Lead Management
  • Marketing Planning & Performance
  • Marketing Analytics

Contextual Intelligent Marketing
Omni-Channel eCommerce

Omni-Channel eCommerce

Omni-Channel eCommerce

  • Experience Management
  • Product content & data management
  • Context driven services
  • Omnichannel commerce management
  • B2C, B2B, B2B2C Commerce
  • Retail Industry Commerce

Omni-Channel eCommerce
Trusted Relationship with Customer Data & Experience Management

Trusted Relationship with Customer Data & Experience Management

Trusted Relationship with Customer Data & Experience Management

  • Customer Identity & Profile Management
  • Enterprise Consent Management
  • Customer insights and analytics
  • Experience Management

Trusted Relationship with Customer Data & Experience Management
High Touch Sales Experience

High Touch Sales Experience

High Touch Sales Experience

  • Sales planning, performance & forecast
  • Salesforce automation
  • Partner relationship management
  • Sales quotation and contract management
  • Mobile first offering

High Touch Sales Experience
Customer for Life Focused Service

Customer for Life Focused Service

Customer for Life Focused Service

  • Customer Identity & Profile Management
  • Enterprise Consent Management
  • Customer insights and analytics
  • Experience Management

Customer for Life Focused Service

Accelerators for Customer Centric Solutions

Accelerators for Customer Centric Solutions

Our Experience, Expertise & 360° Collaborations

Our Experience, Expertise & 360° Collaborations

Bosch partners with Microsoft

Bosch partners with Microsoft

Adding Real Value

Integration of Sales, Project Management and Paperless service

Integration of Sales, Project Management and Paperless service

We implemented a SAP Sales and Service cloud to overcome challenges for a leading manufacturer of engines and propulsion systems. This ensured transparency in reporting, seamless lead and ticket statuses, and end-to-end process simplification.

Implementation of an E-commerce Marketplace

Implementation of an E-commerce Marketplace

We implemented a customized, end-to-end integrated B2B marketplace on SAP Hybris Commerce for a Middle East healthcare supply chain and logistics company. This provided data transparency among key stakeholders, resulting in improved efficiency and productivity and enabled seamless order cycles, ensuring increased customer satisfaction.

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Case study

Case study