Automobile

Developed a SWOT Matrix For Dealers With Action Points Challenge

A leading automobile brand was facing a challenge of formulating and implementing Sales Processes for its newly launched variant, catering to a different customer base. To develop and deliver a relevant, customer centric process was a challenge since the team was attuned to interaction and behaviour of a different SEC group

Approach

The first aspect was to understand the Target Market’s expectations from the brand.

  • SOP Establishment: The Outside-In approach used to design the processes to be implemented on the floor which would translate into an individualistic customer experience
  • Customer Experience Mapping: Once the SOP Program was rolled out, periodic surveys to measure adherence to the same was executed. Phase wise roll out of the program, treating each dealer as a separate entity and ensuring a tailor-made plan for them
Impact
  • On the basis of Customer experience and sales, dealers are categorized
  • A SWOT matrix for each dealer with clear action points for each quarter