Harley Davidson opts for CRM solution
VRM! VRM! to CRM? No, that's too corny for a headline... Let's be sensible.
The levels of brand loyalty among owners of Harley Davidson's motorbikes is legendary: many of them eat, sleep and live Harley Davidson. Some of them even tattoo it on their foreheads! But even that level of loyalty isn't enough to allow the company to relax and let service levels slip.
With that in mind, the company has signed up with E.piphany, who will supply its contact centre CRM software to power Harley Davidson's contact centres. The new system will be integrated with the existing technology infrastructure and is expected to allow operatives to resolve issues more quickly and to reduce repeat calls for the same issue. The system will handle both customer and dealer enquiries. It will identify and analyse information that will allow the company to predict product trends.
Accenture is working with Harley Davidson to deliver the E.piphany solution.