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China Grand Auto Co. Ltd. is the largest automobile dealership and service group in China. It is the leading dealership and service group for luxury passenger vehicles and the largest passenger vehicle finance lease provider in China as well as the largest dealer for used cars. In addition, it is the most profitable automobile dealership group with the greatest market value in the world. As of December 31, 2016, China Grand Auto has a total of 733 sales networks and 674 4S stores across 28 provinces, autonomous regions and municipalities throughout China. As a leader in China’s automobile industry, China Grand Auto operates more than 50 passenger vehicle brands and owns more than 600 4S stores nationwide. To maintain this growth in an age of Internet Plus and digital economy, this giant automobile empire must process information construction in order to create an information platform that can support their development strategies to move forward towards a digital and intelligent modern international enterprise.

Business Transformation Study | Automotive

China Grand Auto: How Does an Automobile Empire Build an E-commerce Platform?

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Deliver Innovative Service Experience with Internet-enabled Business powered by SAP® Hybris® CommerceCompanyChina Grand Auto Co. Ltd.

HeadquarterChinaShanghai

IndustryAutomotive

Products and ServicesNew and used vehicles, after-sales service and parts, leasing, extended warranty, vehicle financing

ObjectivesBuild an in-house Internet e-commerce platform by leveraging the advantage of China Grand Auto as China’s largest auto service group to enable online-offline integration, delivering more convenient, reliable and transparent consumer experience to customers, and to establish a full-service e-commerce channel across China that can expand internal and external customer operation capability

Resolution• Comprehensively enabled end-to-end three standard business segments, including

car maintenance, repair and painting, and achieved online-offline integration for repair by insurance, and other appointment services

• Provided tools and capabilities for more than 600 stores to operate independently and helped consumers find products and services they need more efficiently through online stores and the Discover module

• Delivered better service and interactive experience to consumers by leveraging core modules such as ask-the-experts, online customer service, one-key rescue, maintenance record and rights and interests query

About China Grand Auto Co. Ltd.China Grand Auto has successfully rolled out the SAP Dealer Business Management all over China. Meanwhile, SAP CRM and the SAP Hybris Commerce platform have achieved pilot go-live in some regions and stores. The leasing platform has also already been in pilot in some parts of the country. The continuously advancing implementation has created technological conditions for sophisticated management process, real-time data update, systematic internal control, intensive group procurement and efficient M&A integration, which helps China Grand Auto achieve leapfrog development in information construction.

Significantly ImprovedInternet marketing and service capabilities

ReducedCustomer churn

ImprovedCustomer satisfaction

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SAP Business Transformation Study | Automotive | China Grand Auto Co. Ltd.

Employees~ 50,702 (2016)

Revenue￥135.4 billion (2016)

SAP® SolutionsSAP® Hybris® CommerceSAP CRMSAP Dealer Business Management

Benefits• Improved management and service capabilities for China Grand Auto stores

through the internet to provide more professional and standard interactive service for customers.

• Increased customer stickiness and activity through innovative e-commerce platform to gradually improve profitability with better service.

• Closed-loop services to build greater customer loyalty with the support of online platform and offline systems

• Services including maintenance, repair, painting, repair by insurance, rescue that can address more personalised demands

• Better customer experience with transparent products, prices and maintenance

Future plans• Build an e-commerce business operations team that is aligned with China Grand

Auto’s business characteristics to promote e-commerce business across China and gain more experience in promotion, marketing, operations, and management.

• Take internet-enabled business to a higher level by introducing more types of online business.

“The e-commerce platform powered by SAP Hybris Commerce has made it possible for China Grand Auto to provide a unique business experience and excellent concierge-like service for consumers. It has established an important connection for communication and interaction between our customers and China Grand Auto group and its stores.”Hongbin Li, E-commerce Project Manager, China Grand Auto Co. Ltd.

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Web Sitewww.chinagrandauto.com/cn

“The HUI YANG CHE e-commerce platform on SAP Hybris Commerce saw China Grand Auto make a solid step toward e-commerce business that made it possible for China Grand Auto to conduct various types of internet business and provide more diversified value-added services for customers. The seamless integration between the e-commerce platform and SAP Dealer Business Management reduces the maintenance efforts of the e-commerce platform and unifies e-commerce management and internal management system.”Yufang Lu, IT Product Management, China Grand Auto Co. Ltd.

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