Revolutionizing the Car Buying Experience through Digital Transformation
Our client is a global leading automotive distributor in a highly fragmented global market.
Industry: Automotive
40+
countries
100+
markets
30
automotive brands
Challenge
With a goal of providing customers with an exceptional experience, this automotive client came to us with multiple challenges in digitalizing the car purchasing journey for their customers. It needed a solution that could dynamically adapt to varying customer preferences, ensuring meaningful interactions and improved lead conversion rates, and an environment where customers could navigate their journey autonomously, confidently, and with satisfaction.Â
And this was all part of seeking to expand into new markets, territories, and channels, each of which required significant customization and localization, which presented a substantial technical and logistical challenge.Â
Solution
We developed a scalable, omnichannel platform, enhancing deployment and agile practices. Our platform was designed to streamline rollout processes and empower users to seamlessly customize their preferences. It enabled quick car configurator interface customizations for new markets or channels, localizing data integrations, layouts, customer flows, functionalities, and branding to enable rapid deployment in days, not months.Â
Our solution included five key components:Â
- Omnichannel Experience: Our comprehensive solution revolutionizes the vehicle purchasing and ownership journey for both new and used cars with a leads portal that empowers the car buyer across all channels and leads to higher conversion rates for customers.Â
- Cutting-Edge Development: As a leading-edge development team, we meticulously built the platform architecture from the ground up, ensuring a robust and forward-looking foundation with an AI product innovator to enable 24/7 customer self-service for car inquiries, psychometric personalization to customize communications to match customer personality types, and lead conversion automation to provide immediate personalized follow-up engagement. Â
- Plug-and-Play Global Distribution and Retail Platform: Our highly customizable and scalable solution enabled the company to expand into various markets of our client’s choosing with a configurator platform to transform market or channel expansion into a simple business decision, avoiding IT complexities.Â
- User Convenience: Our solution delivers a seamless browsing experience for exploring available cars at nearby dealerships, with features such as a car selector that enables each car buyer to lead their own journey and feel content with their choices, experience booking that replaces the one-size-fits-all approach with personalized experiences, and a purchase checkout that simplifies the early purchase phases with tailored solutions for car reservation, order processing, finance, and insurance applications, and test drives.Â
- Consistent Support: Throughout the collaboration, we acted as technical consultants, providing necessary support while working with the client to enhance the solution with a purchase contract that facilitates the final stages of the purchase process with tailored solutions for ownership care and loyalty that enhance customer satisfaction.
As a result, users visiting the car brand’s website could view products at nearby dealers, personalize vehicles remotely, calculate costs in real time, and choose payment plans. Our use of advanced technology made buying a car easier than ever.
Our goal was to deliver a robust, scalable platform capable of delivering personalized experiences, supporting market expansion, and empowering both customers and dealerships.Â
Outcomes
By digitizing the sales and customer service processes, our client achieved notable improvements in operational efficiency with faster response times to customer inquiries, a streamlined vehicle delivery processes, and reduced overhead costs.
Our plug-and-play global platform accelerates growth and integration for new markets, spanning 40+ countries and 100+ markets, ensuring a cohesive customer experience that enhances brand presence and competitiveness.Â
The adaptable nature of the platform facilitated our client’s expansion into new markets, with the company successfully launching operations in additional countries. This expansion was supported by the platform’s ability to accommodate various languages, currencies, and regulatory requirements.
This digital transformation journey exemplifies how technological innovation and customer-centric strategies can reshape the car buyer experience. The results speak to the power of embracing digital change to drive growth, improve customer satisfaction, and maintain a competitive edge in a rapidly evolving market.
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