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Retail
CX
Reducing Costs by Optimizing Dealer Services & Wholesale Processes
edit Lis Hubert
event 11/23/2022
pace 4 mins
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.
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?
We wouldn’t be where we are today, and across the organization, had you not been involved in helping define that customer service work and the Dealer Services work.
~ Client’s Business Executive Lead
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
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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