We use cookies to provide you with a better experience. If you continue to use this site, we'll assume you're happy with this. Alternatively, click here to find out how to manage these cookies

hide cookie message
80,258 News Articles

How IT Helps Nissan Beat Chevy in the Electric Car Game

The all-electric Nissan Leaf had the potential to woo eco-conscious shoppers away from the Chevy Volt when it was launched last December. But from a customer service and sales perspective, the Japanese automaker was at a distinct disadvantage. Chevrolet consistently scored four stars on J.D. Power's five-star customer service and sales experience scales; Nissan earned just two.

"We knew we were going to have a product where demand was going to outstrip supply," says David Mingle, senior director of Nissan North America's customer management office. "That provided us with opportunity to experiment and try new things."

In the past, Nissan customers had inconsistent experiences across various customer touch points. Not all of their information traveled with them from one encounter to the next. Each brand and customer-facing division had its own processes and procured its own IT services. "We were not maximizing the enterprise value of customer contacts," explains Mingle. A potential customer could configure a car and submit a quote request online, but little of that data made it to lead management. A call about paying off a car loan-a sign someone might be in the market for a new car-never made it to sales.

To continue reading, register here to become an Insider . You'll get free access to premium content from CIO, Computerworld, CSO, InfoWorld, and Network World. See more Insider content or sign in.


IDG UK Sites

Best Christmas 2014 UK tech deals, Boxing Day 2014 UK tech deals & January sales 2015 UK tech...

IDG UK Sites

LED vs Halogen: Why now could be the right time to invest in LED bulbs

IDG UK Sites

Christmas' best ads: See great festive spots studios have created to promote themselves and clients

IDG UK Sites

Why Apple shouldn't be blamed for exploitation in China and Indonesia