Transforming sales and after-sales service for an ace automaker

A leading German motor vehicle manufacturer wanted to transform its sales and after-sales processes to keep up with its rapid growth. It has multiple brands that follow different processes (vehicle and part sales, logistics, dealer management, and after-sales) and use varied systems. There was no centralized access to information coming from these systems. This led to inefficiencies and increased the time spent predicting and addressing customer inquiries, leading to a subpar customer experience.

To this end, the ace automaker wanted to leverage Salesforce to reshape the digital landscape by obtaining a comprehensive customer view and streamlining the management of sales, order and invoicing, inventory, dealer claims, services, and roadside assistance programs.

Nagarro conducted a comprehensive analysis to identify the key pain points and requirements across various brands within the organization. This included conducting onsite discovery workshops with different stakeholders over three months. Post the consulting engagement, we received a 5/5 customer satisfaction rating from the client on Salesforce AppExchange for both as-in and to-be phases.

Understanding and identifying processes with maximum impact potential

As a consulting and technology partner for this project, Nagarro developed a strategic approach spanning various business processes, including vehicle sales, logistics, aftersales, finance, and marketing. Each process underwent a thorough evaluation to ensure alignment with the overall transformation strategy. This involved cross-functional workshops to gather insights, identify pain points, and define desired outcomes.

We then identified the processes where digital interventions would yield the maximum impact and optimized them to enhance efficiency and customer satisfaction. These included customer service workflows, sales tracking, claims management, and warranty processing. 

Enabling smooth digital transformation with a holistic and future-forward solution

By collaborating closely with the client and gaining an in-depth understanding of their challenges and current and future needs, we created a solution that enable a smooth digital transformation journey.

The solution ensures enhanced and improved decision-making processes for stakeholders. However, the proposed solution doesn't just upgrade the existing systems and processes but also lays down a clear vision for the future, ensuring long-term success and efficiency for their sales and after-sales processes.

The solution is currently in the realization and user-testing phase, and it will be ready to provide impressive business value in the coming months.