The first step was interviewing Wholesale, Sales Operations, and Global Sales team leads. We also scoured existing documentation and research; together, these helped us gain a deep understanding of our client’s process. It was more complex than the direct-to-consumer website sales and in-store customer experience. Additional factors – most notably a multi-channel ordering experience that could include the wholesale web portal as well as a sales rep – had to be factored into the wholesale buyer experience.
Once we thoroughly understood all the moving parts, we developed multiple scenarios and started building a Near Term Strategy for immediate improvements to Dealer Services – both internally and externally. We also charted a path for future improvements.