MG Rover selects Enigma’s ‘3C’ IT for major after market development

MG Rover Group, which announced the outsourcing of its huge world-wide dealer network parts and service operation to Caterpillar Logistics in 2000 for go live in March this year, has now selected after-market content management IT specialist Enigma for the supporting platform. The project aims to increase MG Rover’s after-sales business, worth some £200 million, as well as improve customer satisfaction by providing better spare parts support for MG Rover maintenance and aftersales services. Having gone through the selection process of everything from web-based illustrated parts catalogues upwards, MG Rover and Caterpillar Logistics opted for the much broader functionality of Enigma’s ‘3C’ (content, collaboration, commerce) XML-based platform. When complete, Enigma’s web-based system will provide all dealers with electronic access to the complete parts catalogue – 60,000 part numbers and more than 7,500 illustrations – for the entire current MG Rover range in seven languages. Dealers will be able to use enhanced search, visual navigation and intelligent cross-referencing to carry out servicing and maintenance operations more efficiently. And the expected results are right information and right parts orders, better first time fix rates, better customer service and reduced manufacturer warranty costs. Don Lindsay of Group After-sales at MG Rover says, “Full development of our parts business is a major element in our company’s business strategy. With a turnover in excess of £200 million per annum, parts represent a key additional revenue stream which we intend to develop fully.” Craig Cooper of Caterpillar Logistics says, “In providing the management of a fully integrated parts service, Caterpillar Logistics is working to significantly enhance MG Rover’s after-sales presence to its millions of customers worldwide. Enigma’s proven experience in the aftermarket made them a natural partner in this project.”