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.