Central Customer Portal (CCP)

Background

Mitsubishi Fuso Truck and Bus Corporation (MFTBC), part of Daimler Truck AG, is a leading Japanese manufacturer of light, medium, and heavy-duty trucks, buses, and industrial engines under the Fuso brand. With operations in over 170 countries, MFTBC sold 137,000 units in 2023, including a record-breaking 1,680 eCanter electric trucks.

Challenges Faced

• Gaps in Customer Insights & Visibility: As MFTBC advanced its digital transformation, gaps in real-time customer insights and touchpoint visibility hindered personalized engagement and led to missed opportunities for timely outreach and lead generation.
• Operational Inefficiencies: Manual workflows in vehicle maintenance led to service delays and communication gaps.
• Limited Customer Touchpoints: Customer engagement was largely reactive, occurring only during major lifecycle events.
• Lead Generation Limitations: Outdated or siloed customer data led to reduced sales effectiveness.
• Disjointed Experience: Customers accessed multiple fragmented apps, creating friction in support and maintenance journeys.

The Solution

• Agile Delivery & CI/CD Implementation: Cubastion delivered CCP Phase 2 using an Agile framework with six development sprints. CI/CD pipelines enabled rapid, reliable deployments across environments.
• Salesforce Experience Cloud: Unified customer identity, vehicle history, and finance information, synchronized with the internal Sales Force Automation (SFA) system.
• Comprehensive Vehicle Management: Vehicle registration with sorting and filtering capabilities.
• Integrated maintenance scheduling with calendar-based UI.
• Lease and finance cost management.
• Advanced Integrations: Seamlessly integrated with external platforms, including Truckonnect for telematics and Fuso Shop for service booking.
• Secure APIs connected a total of 8 enterprise systems.

Business Outcome

• Maintenance Efficiency Gains: 30% reduction in maintenance scheduling time.
• Increase in Lead Conversion: 20% projected increase in lead conversion.
• Reduction in Manual Errors: 80% reduction in manual error through automated data syncing.
• Enhanced Customer Satisfaction: 100% improved customer satisfaction & experience.