Reducing Costs by Optimizing Dealer Services & Wholesale Processes
Illuminating automation and cost reduction opportunities with service blueprints
In an earlier project, we labeled and prioritized gaps in our client’s Dealer Services experience, including the wholesaler return process. In this project, we worked with our client’s Dealer Services team to find ways to close these gaps.
Year
2021
Services
Near Term Strategy: Improvement Discovery, Gap Analysis, Improvement Prioritization, & Roadmap Creation
Challenge
Partner with Business Operations and Dealer Services teams to:
- Help the Dealer Services team work more efficiently
- Reduce costs associated with the return process
- Create a better experience for wholesale customers
Sound familiar?
Solution
Improved back-end processes that amplify the Wholesaler experience
Our plan was based on a thorough understanding of the Dealer Services team’s workflow and current challenges. A major issue was the high costs caused by lengthy manual return handling processes. Of course, arriving at this point meant participating in several in-depth sessions with team members.
This allowed us to isolate a few areas for immediate improvement (i.e., automating manual processes, providing timely notifications, and using metrics to track and improve efficiency). We then built a detailed service blueprint as well as a process map. This identified the touchpoints and website functionalities that would create a better customer experience.
01
Understand Processes
02
Blueprint Details
03
Roadmap Experiences
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Impact
Fewer bottlenecks for the client, better CX for their customers
Our client used this information to reduce time- and effort-wasting bottlenecks in their Dealer Services return processes. It made employees’ jobs easier, allowing them to spend more time on core tasks that were previously under-resourced. It also improved the client’s wholesaler website, which enhanced the customer journey.
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