Driving Customer Satisfaction with a Unified Data Management Solution: Hinduja Tech’s Partnership with a Leading Automotive OEM

In today’s rapidly evolving automotive landscape, delivering excellence in after-sales service is a game-changer for passenger vehicle manufacturers. At Hinduja Tech, we understand that superior customer satisfaction hinges on seamless access to accurate, actionable data that drives business insights and operational efficiency.

We recently partnered with a leading passenger vehicle Original Equipment Manufacturer (OEM) from the APAC region, an industry frontrunner that exports to over 87 countries worldwide, with more than 2000 service touchpoints across India. This OEM embarked on a transformative journey to redefine its After-Sales and Service function by embracing scalable data science initiatives. Our role was to empower them with a unified, end-to-end data management solution, a critical foundation to unlock the true potential of their vast dealership and CRM data ecosystem.

Business Challenges: Fragmented Data Silos and Inefficiencies

Before our engagement, the OEM struggled with disparate data silos spread across multiple IT systems, including Dealer Management Systems (DMS), Customer Relationship Management (CRM) systems, and Warranty platforms. These isolated systems prevented the extraction of compelling business insights, leading to multiple versions of the truth and inconsistent data for decision-making.

Key challenges included:

• Inefficient data handling processes limit timely access for analytics teams
• Inability to scale data science operations due to legacy infrastructure
• Difficulty targeting customers for service campaigns because of inaccurate or incomplete data
• Long lead times (sometimes days) to execute complex queries and generate analytical reports

The existing “As Is” system hindered the OEM’s ambition to transition from transactional interactions to proactive network relationships with its customer base.

Our Solution: A Holistic, Scalable Data Management Platform

Hinduja Tech proposed a tailored Unified Customer Data Management Solution designed around open-source technologies to ensure flexibility and scalability. Our data scientists, engineers, and domain experts collaborated closely with the OEM’s business, IT, and data science teams through discovery workshops and captured detailed requirements.

The solution architecture components included:

• A Data Lake powered by PostgreSQL for centralized data storage
• Talend-based ETL (Extract, Transform, Load) pipelines to migrate, cleanse, and harmonize data from multiple systems
• Python-driven data marts for advanced downstream analytical processing

We developed a comprehensive metadata and governance framework to standardize definitions and ensure data quality across enterprise systems. Rigorous testing and validation with pilot datasets enabled rapid feedback and continuous alignment with business goals.

Transformative Impact: Faster Insights, Unified Truth, and Enhanced Scalability

Our partnership has revolutionized how OEMs access, manage, and monetize customer data. Key outcomes highlighting the solution’s success include:

• Single Source of Truth: All technical and business teams now collaborate around one accurate, unified dataset, ensuring consistent and confident decision-making.
• 80% Improvement in Data Science Efficiency: Data science teams reduced lead times for analytical tasks from days to just 45 minutes, accelerating insights and responses.
• Scalability for Analytical Use Cases: The platform supports multiple data science initiatives aimed at boosting repeat sales, customer satisfaction, and targeted marketing campaigns.
• Improved Customer Targeting and Engagement: With clean, consolidated data, the OEM designed precise service campaigns, enhancing customer loyalty across its expansive dealership network.

Why Partner with Hinduja Tech?

Our deep automotive domain expertise, combined with capabilities in big data and digital transformation, makes Hinduja Tech the partner of choice for OEMs and Tier-X suppliers aiming to lead in the mobility space. We empower organizations globally, with delivery operations spanning the USA, Europe, Japan, and India.

Through tailored solutions like the Unified Customer Data Management platform, we help client's future-proof their after-sales and service operations, unlock data-driven growth, and deliver a seamless customer experience at every touchpoint.

Let’s Accelerate Your Data Journey

Is your organization ready to break down barriers and harness unified analytics for a competitive edge? Partner with Hinduja Tech to architect and deliver scalable digital transformation solutions that drive business impact and operational excellence.

Contact us at info@hindujatech.com to explore how we can help you achieve your data science ambitions and accelerate your journey in the rapidly evolving automotive ecosystem.