Customer journey check-up

We work with you using all the available customer data to create an overview of the various touchpoints and interactions your users have with your company along the customer journey. We define rolls and reveal weaknesses and opportunities for improvement.

A seamless omnichannel experience

Customers expect that purchasing and data handling activities associated with vehicles and services are intertwined, both online and offline.

Existing CRM systems, funnels and marketing approaches need to be re-evaluated and adapted.

Enhanced service experience

Focusing exclusively on selling and maintaining vehicles is a model that is going out of style.

Customer benefits and services associated with vehicles, such as concierge services, app-controlled roadside assistance and so on, are becoming the touchstone of customer loyalty.

Alternative sales models

What is the best way to use the existing sales infrastructure in the age of digitalisation?

Which sales model (agency model, online direct sales and so on) best meets customers’ needs and company goals?

Customer-centric IT infrastructure

User-centric software is becoming a differentiating factor and a key building block: charging apps, navigation systems, car connectivity, premium features – customers expect simple and reliable solutions that are tailored to their needs.

We want to understand your customers’ current experiences and interests as well as their needs, challenges and motivations in the fields of car sales and after-sales service. We take a holistic view of all online and offline touchpoints as part of this.

With this as our basis, we are able to identify potentials for improvement in order to exceed customer expectations and create an exciting, customer-centric omnichannel experience.

In just one day, we create an ideal customer journey map that includes ideas for optimising the customer experience. We also provide you documentation of our methodology as well as the results of the workshop.