Customer service is Kanoo's priority

Bahrain’s automobile distributor Kanoo has announced it is beginning the implementation of the Oracle E-Business Suite in an effort to increase service and support levels for its Group companies and its customer base.

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By  Jane Plunkett Published  July 10, 2005

Bahrain’s automobile distributor Kanoo has announced it is beginning the implementation of the Oracle E-Business Suite in an effort to increase service and support levels for its Group companies and its customer base. Customer service is the number one priority of Kanoo’s business strategy, and the Kingdom’s exclusive distributor of Toyota and Lexus vehicles plans to enhance business performance and customer service in a number of areas with the Oracle solution. According to the company, customers will enjoy improved service levels supported by Oracle Customer Relationship Management. The solution will allow finance and accounting departments to close ledgers earlier every month and provide higher levels of business intelligence to its managers. The solution promises to improve the operational running of the human resources team, while the sales force will be better equipped to complete and deliver orders to customers faster than ever before. The company will also be able to better manage its crucial inventory of spare parts in order to avoid any service delays for its large customer base, Kanoo claims. “E.K.Kanoo’s commitment to our customers has been the driving force behind our growth and is sustaining our market leadership in the automotive sector,” said Mohammed Kanoo, President of E.K.Kanoo. “Through this strategic and significant investment, we will create a state-of-the-art operational and technology environment, enabling us to reinforce our market leadership, our employee satisfaction and placing customer service at the forefront of the business group’s strategy for the years to come,” Mr. Kanoo added. The vehicle-tracking feature offered by the Oracle E-Business Suite was a major pulling factor towards Kanoo choosing the solution. With the built-in vehicle tracking function staff can record every single detail from procurement, shipping, stocking and costing to sales and service on a single form. This enables Kanoo to forecast trends more accurately, provide a guaranteed on-time delivery service to customers, and it enables its service division to locate and look over a vehicle’s service history conveniently on one document. “It will give a consistent centalised customer center database and at the same time it will improve out flow of operations and create consistency within all business processes,” said Bijan Majidi, general manager, business development, Kanoo Group. “For example, when we sell a car and then the customer comes to one of our service centres for maintenance or repairs, all the information regarding the customer is centralised and consistent, so we will have a clear track record of the customer. This enables us to give much better customer service and improve the efficiency of our business,” Majidi added. The Oracle solution is presently being deployed and Majidi predicts a year and a half will see it fully implemented. A regional company, which Majidi refused to reveal the name of has been contracted to implement the hardware and software. The cost of the overall project so far is estimated at over US$1 million, according to Kanoo.

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