boschmusteriportali.com is the portal where dealer and customer processes for Bosch Automotive Aftermarket products are managed. Built by Creamobile, the system brings six distinct process management systems onto one platform.
The problem
The Bosch Automotive Aftermarket dealer and service network in Turkey ran a set of independent processes: warranty applications, claims, test equipment sales, diesel service repairs, campaign participation and fleet maintenance. Each came with its own rules, its own role structure and its own reporting needs. Managing them in separate systems meant defining the same dealer in six different places, with data never coming together anywhere.
The solution: one portal, six process systems
- Customer Portal — warranty, claims and CRM processes for dealers and customers
- TEMpo — sales, installation, invoicing and payment processes for products requiring installation, plus warranty management for those products. Added in 2018, extending the portal to test equipment
- Test Equipment CRM — manages customer relationships of staff selling test equipment and measures their performance
- BDXcrm — repair and reporting processes for products arriving at Bosch Diesel Services, in or out of warranty
- Diesel Campaign — a trade-in support payment scheme with three distinct roles: Bosch, distributor and service, each with its own reporting
- BCSfilo — handles service and maintenance needs of contracted fleet companies' vehicles, bringing Bosch Car Services into the process
Role-based process design
The defining technical characteristic of this portal is its ability to carry different role hierarchies simultaneously on one user base. The Diesel Campaign process runs on a Bosch–distributor–service triangle, while BCSfilo involves the fleet company and the Bosch Car Service. The same dealer can be the approver in one process and the party awaiting approval in another.
Single sign-on and live account data
The portal family was later unified with single sign-on (SSO), so users reach Bosch customer applications with one login. Through integrated systems customers can also see their live account balances — making the portal not just a process interface but a window into the accounting side.
Related systems
bdxtakip.com is a separate process management application where Bosch Diesel services track their orders, and is part of the same ecosystem.
Why not a packaged CRM
A packaged CRM is adequate for managing customer relationships. The problem solved here is not CRM but process management: the approval chain of a warranty claim, the three-party reconciliation of a campaign support payment and the distribution of fleet maintenance across a service network are each flows with their own business rules — outside the configuration space of a CRM.
If you have a similar process management need, get in touch.
