References
We have proudly collaborated with a variety of industry leaders and top-tier clients. These partnerships stand as a testament to our expertise and commitment to quality and customer satisfaction.
Below is a selection of the industries and projects we have successfully collaborated with.
MyBrand/ Omnichannel Customer Experience
Key elements:
- myBrand Web platform: central, comprehensive platform to interact with known/unkown customers
- Mobile App: Achieve simultaneous customer experience independent of the chosen communication channel
- Electronic Health report: Using diagnostic data to identify upcoming product issues engaging the customer where needed
- DMS interfaces: OEM owned interfaces with DMS to transfer appointments and eVHC results to central CRM solution
Result: Fully digitized omnichannel customer experience. All customer/vehicle relation aspects at one place
Fully digitized service process
Key elements:
- Appointment Manager: Service lead management tool for Omnichannel lead triggers
- eVHC: Electronic vehicle health check tool to enable tablet based interactive receptionand generate instant repair quotations
- Follow-up Manager: Lead generation tool based on eVHC follow-up schedule (projected maintenance, postponed repairs etc.)
- DMS interfaces: OEM owned interfaces with DMS in EU to transfer appointments and eVHC results to central CRM solution
- Parts & Price interfaces: Highspeed solution to instantly receive VIN-based parts/price information from OEM
Result: Fully digitized Service Process from initial booking to handover of repaired vehicle.
SME Business Center
Key elements:
- As-Is: Both fleet service providers as well as most OEMs concentrate primarily on large fleets. Acquisition and support of SME is carried out on a decentralized basis by retailers.
- Process Design: Adjustments need to be made in both marketing and sales with regard to the SME segment
- Qualified Lead Management: Introduction of end-to-end lead management through a central Service Centre
- Service Center set-up: Structured processing of acquisition & maintenance of customer relationships
- Governance Model: Define and implement the necessary standards to support the SME commercial customers
Result: Bold sales increase due to the structured support provided by the SME Business Center
Order and Delivery Tracking
Key elements:
- Order & Production Tracking: Identify standardized measurable production & delivery milestones, from order to delivery
- Communication concept: Phygital, omnichannel communication concept to meat customers expectations at any time/channel
- Order Delay Management: Identification and prediction of potential delays, enabling proactive communication
- DMS interfaces: OEM owned interfaces with DMS to generate full transparency of order & delivery process with the retailer using their own infrastructure
- Improved customer communication: Use delivery period to stay in touch with the customer, generate additional cross-/up-selling moments of truth
Result: Increased transparency leading to an increase customerand retailer satisfaction,generating loyal customers.
GDPR Privacy Center
Key elements:
- As-Is Assessment: Personal Data processing assessment to document and set-up a comprehensive ‘Data Processing Inventory’
- Process Design: Define the necessary processes to manage privacy related requests
- Central Privacy Center set-up: Design and train the respective, pre-defined processes to insure consistent case management for all your countries in scope
- Change Management: Communication and regular training of your business areas to generate the necessary awareness for privacy
- Governance Model: Define and implement the regular governance to ensure compliance on an ongoing basis
Result: Highest level of compliance with existing privacy regulations to minimize the risk to be fined. Protecting your entire organization with a minimum necessary effort.
Omnichannel Sales & Aftersales
for a retail start-up
Key elements:
- Customer Journeys & UX: Logical and user-individualized Omnichannel process incl. full Multi-Brand eCommerce capabilities, After Sales and order management for all channels
- Data flow: Flow package for all involved systems, legacy integrations and interfaces and UI to both OEMs/importers and individual retailers
- Multi-brand UI: Fully brand compliant user interface towards customers and OEM organization/network
- IT development: Full development specifications, developer briefing, project supervision and end-to-end testing.
- Roll-out: Phased roll-out incl. user acceptance test on production system
Result: Fully customized and functional Omnichannel solution ready for international deployment.
EV Sales Strategy for an Automotive OEM with focus on EU-12 markets
Key elements:
- Omnichannel: From Multi- to Omnichannel incl. transition to One Customer ID and selection of tech partners
- POS excellence: Experience design for digital & physical channels in collaboration with design partners
- Retail standards: Network consolidation and customer-centric formats for Europe
- Aftersales standards: EV readiness standards & trainings, prepaid maintenance for EV
- EV partner ecosystem: Public & home charging incl. one-invoice, smart mobility partnerships and data monetization
Result: 3-year prioritized action plan for European core markets
incl. estimated organizational resources, CAPEX & OPEX.
Digital retail strategy in new agency model for an OEM
Key elements:
- Strategic impact: Defined strategic impact of agency model on current business set-up OEM & retailer network.
- OEM-wide buy-in: Common understanding within OEM organization about implications of changed distribution on business processes, cost and retailer focus.
- Digital enablers: Tool and data package to achieve both OEM and dealer business goals and assure seamless customer journey
- Decision process: Executive business plan plan to top management of OEM and retailer franchise board in order to gain buy-in of all deciders and long-term backup
- 3y-Realization plan: Prioritized action plan for implementation organizaton in business & tech.
Result: Digital retail strategy with detailled implications definded and byy-in from full organization and independent network secured.
International eCommerce solution
for stock cars
Key elements:
- UX definition: Logical and user-friendly vehicle order process including Leasing/ Finance and Online Payment with global scope
- Data set & flow: Defined tech stack incl. applications, DBs, integrations and interfaces to provide the tool to NSC, markets as well as importer markets
- UI definition: Globally compliant multi brand user interface
- IT development: Full initial backlock of dev specifications, developer briefing, supervision and end-to-end testing.
- International roll-out: Project definition in order to ensure a fast and smooth roll-out including user acceptance test
Result: Fully digitized stock car eCommerce solution live in 56 markets within 4 months from initial briefing to increase share of online sales.
Customer Lifecycle Contact Strategy
Key elements:
- As-Is assessment: Identify existing customer touchpoints alongside the entire customer lifecycle
- Contact Strategy Design: Develop detailed description of content, assets, actors, channel for each touchpoint
- Deployment Planning: Deployment planning / prioritization for central and retailer CRM tools
- Lifecycle Program Management: Program Management for the deployment of the Lifecycle Contact Strategy
Result: Consistent, structured contact plan for the entire customer lifecycle as a transversal organization
Centralised webform solution for a global multibrand organization
Key elements:
- UX definition: Preparation of a logical and user-friendly webform process including full multi brand eCommerce capabilities and after sales functionalities for all customer channels
- Data flow definition: Definition based on the above of all needed systems, integrations and interfaces in order to provide the tool to both, OEMs/importers as well as retailers
- UI definition: Development of a CI compliant multi brand user interface
- IT development: Definition of development specifications, developer briefing, project supervision and end-to-end testing.
- Roll-out: Project definition in order to ensure a fast and smooth roll-out including user acceptance test
Result: Full functional multi brand webforms solution rolled out into 100+ markets.
Dealer website and shopping toolset for global Multi-Brand organization
Key elements:
- Strategy: Definition of business and system requirements and preparation of a pitch deck
- Pitch: Invitation of selected providers and decision based on business and system requirements
- UX definition: Finetuning of chosen tool in order to fully meet business requirements and user experience
- International roll-out: Definition of roadmap, market deploy workshops specifications, user acceptance, project supervision
- Market Playbook: Market workshops after rollout phase in order to share best practices and improve KPI and activities
Result: Standardized global Multi-Brand dealer website landscape; digital sales share increased by 30%+ within first year.
Lead Management and CRM strategy
Key elements:
- Strategy: Definition of business and system requirements and preparation of a pitch deck
- Pitch: Invitation of selected CRM providers and decision based on business and system requirements
- UX definition: Finetuning of chosen tool in order to fully meet business requirements and user experience
- International roll-out: Definition of roadmap, market deploy workshops specifications, user acceptance, project supervision
- Market Playbook: Market workshops after rollout phase in order to share best practices and improve lead management KPI and CRM activities
Result: Standardized European CRM landscape; digital sales increased by 30%+ within first year.
European geo-targeting campaign program for retailer
Key elements:
- Strategy: Definition of business requirements and preparation of a pitch deck
- Pitch: Invitation of selected providers and decision based on business requirements
- UX definition: Finetuning of chosen approach in order to fully meet business requirements and user experience
- International roll-out: Definition of roadmap, market deploy workshops specifications, project supervision
- Market Playbook: Market workshops after rollout phase in order to share best practices and improve KPI and activities
Result: Digital leads increased by 30%+ year-on-year.
Rebranding strategy
Key elements:
- Scope & Strategy: future state business unit and organizing framework defined
- Guiding System: Visual framework created to create systematic overview of company and underlying brands
- Consolidation roadmap: Phased migration plan for new Brand building/closing
- Web presence: Define, develop and rollout of master web site and achieve increased presence in the marketplace.
- Communication strategy: Integrated concept to engage employees, train sales teams & external to customers
Result: Full Rebranding developed and executed in time within 18 months timeframe.
DIN EN ISO 9001 certification for a Multi-Brand dealer group
Key elements:
- Scope: boundaries of Quality Management System (QMS) defined to build normative references & select standards
- Organizational fit & Leadership: Internal and external factors defined and top management commitment ensured
- Planning: Objectives set, risks addressed and resources allocated to document processes
- Operation: QMS set up and initial operation monitored
- Performance & Improvement: QMS effectiveness assessed and take corrective and preventive actions defined
- Certification Audit: Certification body engaged
Result: The successful DIN EN ISO 9001 certification was achieved within 3 months.
DMS sourcing and implementation for a Multi-Brand dealer group
Key elements:
- Initial assessment & goals: Clarify objectives and evaluate existing systems
- Processes: Define full workflow set
- Vendor selection: Choose a credible solution involving key stakeholders
- Tech & Budget Fit: Ensure customization fit to organization while maintaining budget targets
- Implementation Management: Conjtinuously align/control scope, risk, and progress
Result: The DMS system selected and deployed within a 6 months timeframe.
Pitch to generate dealer buy-in for After Sales program
Key elements:
- Modular, Customizable Concept: Tailored to the respective market
- A marketplace concept with didactically diverse thematic islands, such as podium presentations, moderated workshops, demonstrations, and interactions.
- High level of work intensity, including foundational and detailed training.
- Deepening the argumentation of benefits and achieving mental buy-in from participants.
- Ensure written buy-in from entrepreneurs and deriving an action plan for each dealer.
Result: Successfully convinced dealership owners and executives to adopt the After Sales Initiatives modules.
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Learn how 5one3 can help you with digital transformation and IT development in the mobility sector. Contact us for customized solutions and a collaborative partnership.
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