Cognizant helps MG Motor India with Hector SUV sales experience
Global digital consultancy Cognizant has helped develop an integrated customer experience solution for India’s first connected vehicle – the Hector SUV – developed by MG Motor India. The solution is developed on Adobe Experience Cloud, and offers drivers an advanced level of personalisation.
The MG Hector SUV was launched in India in late June this year, equipped with a substantial frame and a machine-to-machine embedded sim. The vehicle is the largest in its class – with ground clearance of more than 1,800 mm – and is also endowed with an infotainment system that is larger than any other vehicle in India.
In the Indian market, the car will compete with other five-seat midsize SUVs such as the Jeep Compass, the Tata Harrier and the Mahindra XYV500, among others. Although the Hector has been developed as a 7 seater as well, MG has decided to begin its launch in the Indian market with a five-seater.
Perhaps the biggest differentiating feature for the Hector SUV is that it is the first ‘connected internet car’ to be launched in the Indian market. The vehicle’s reception in India will be interesting to observe, given that customers in India have demonstrated a mixture of excitement and concern when it comes to autonomous vehicles.
Nevertheless, the process of impressing customers will now be greased using Cognizant’s solutions, which have been developed to deliver Hector SUV customers with an enhanced customer experience. The new solution enables personalisation and enhancements to each stage of the lifecycle, stretching from pre-sales to post-sales.
In addition to the brand experience solution, Cognizant has also developed an enterprise management solution to support the rolling out of the Hector SUV. The SAP-based solution will smoothen the back-end operations for MG, extending across the production, sales, distribution, warehouse management and finance functions.
Commenting on the project, Chief Commercial Officer at MG Motor India Gaurav Gupta said, “As a brand, it has been our endeavor to look at new and innovative ways to excite our customers with experiences that truly stand out. In line with this vision, we are determined to create a customer experience outside the car that matches the deeply personal experience inside and while driving the car. We are pleased to partner with a digital technology leader like Cognizant to help us achieve this vision.”
The move comes at a time of evolving automotive consumer preferences in India. Alongside a growing popularity of electrical and autonomous driving, one consumer trend is that purchase decisions and driver satisfaction are increasingly tied to the experience they witness.
Jayajyoti Sengupta, Head of Cognizant in the Asia-Pacific region: “In the competitive automobile industry, companies are harnessing cutting-edge digital technologies to better integrate front and back office processes and deliver meaningful experiences to their customers, while also gaining operational efficiencies that help increase speed-to-market. By offering hyper-personalisation and a unique brand experience, MG Motor is setting a new standard in integrated customer experience.”
