Automotive Retailer Self-Disrupts Business Model to Transform Innovation

Background: In response to evolving consumer preferences and market trends, an automotive retailer embarked on a journey to disrupt the traditional car shopping model. Recognizing the growing demand for convenience and digital-first experiences, the retailer launched innovative capabilities to enable customers to purchase and trade in their vehicles from the comfort of their homes.

  • Digital transformation readiness: The retailer needed to invest in technology infrastructure and digital capabilities to support online transactions and ensure a seamless user experience across digital touchpoints.

  • Operational logistics: Implementing a remote car purchasing process required rethinking logistics and operations, including vehicle delivery, test drives, and trade-in evaluations, to meet customer expectations and ensure operational efficiency.

  • Employee training and adoption: Shifting from traditional sales methods to remote transactions required training and upskilling employees to effectively engage with customers in a digital environment and provide exceptional service.

Approach

  • Agile product & technology implementation:

    Leveraged agile methodologies to rapidly develop and deploy digital platforms and tools, including mobile business office, at home appointment scheduling, and remote vehicle appraisal systems, to enable end-to-end online transactions.

  • Seamless integration with existing processes:

    Integrated new digital capabilities with existing dealership operations and backend systems to ensure a cohesive and seamless customer experience across online and offline channels.

  • Employee Empowerment and Engagement:

    Engaged store associates in design sprint workshops to streamline the innovation process and harness frontline expertise for informed decision-making..

Outcome:

  • Increased sales and market share: Adopting digital-first sales channels expanded the retailer's reach and appeal to a broader customer base, driving sales growth and market penetration.

  • Industry leadership and innovation recognition: The retailer's successful transformation garnered industry recognition and positioned it as a leader in automotive retail innovation, inspiring other industry players to follow suit in embracing digital disruption.

Previous
Previous

Case Study 05: Failure