CRM case 3: HSBC DriverQuote

Introduction
The HSBC case study considers how detailed customer research through customer relationship management (顧客關係管理) enabled the HSBE to develop an award-winning product with its DriverQuote service, a vehicle quotation system which enables companies to compare vehicles by different categories that fit in with company policy.

Case Study
HSBC DriverQuote

Winning service
In 2003 HSBC won the Institute of Financial Service Innovation Award for the Most Innovative eDelivery Channel for its DriverQuote service. The service enables fleet managers and company car drivers to get quotes and order vehicles online. This follows the Fleet Innovation Gold Award given to HSBC for DriverQuote by the leading fleet and business car magazine, Fleet Week, Earlier in 2003.
HSBC DriverQuote was designed to be an easy-to-use vehicle quotation system that takes the burden off fleet managers and allow company car drivers to compare vehicles according to different categories such as emissions, price or fuel consumption based on their own organization’s car policy.
HSBC’s innovation for business customers achieved further success at the Awards, with its Business Internet Banking service winning the overall Grand Prix Winner-of-Winners prize and Best Internet Banking Service title.

Big business customers
Since its launch in 2002, over 255 companies have committed to installing HSBC DriverQuote, which equated to a fleet size of nearly 51,000 cars. Some of the UK’s largest fleets, including AT&T, Coca-Cola Enterprises and the Co-operative Wholesale Society are already using the system, following highly successful pilots.

DriverQuote abilities
HSBC DriverQuote differs to most other quotation systems in that it can be configured online to match a company’s tightly defined car policy by: setting the allocation criteria by price, fuel type, CO2 value, whole life costs, or engine size; restricting optional extras; reflecting negotiated manufacturer trading terms; and ensuring drivers only produce quotations appropriate to their grade or allocation.
Drivers can research the latest vehicle information and source instant quotations together with the financial implication for them in terms of contribution or tax. Once drivers have made their final decision and the fleet manager has authorized the order, HSBC has a policy of placing an order within 2 hours.
Lorraine Lea, head of ifs\BT Financial Innovation Awards, said: “The judges decided to award HSBC Vehicle Finance with the Most Innovative eDelivery Channel for 2003 because of its innovative design and clear focus on the need of the customer.”
Tim Holmes, head of HSBC Vehicle Finance, said: “The award for HSBC DriverQuote is a great tribute to our staff – they listened to our customers and understood their needs and then delivered a world class solution that drastically reduces the fleet manager’s workload, empowers driver and brings down the cost of motoring for the business.”