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Context

This project concerns a maintenance contract for vehicles in an automotive company. The registration process was initially manual, slow and not paperless. Even if this product generates profits, the cost could be substantially reduced.


Objectives

  • Digitalize the whole client subscription and registration process.
  • Create a new subscription tool for dealerships.
  • Make the client independent and make possible the online subscription.
  • Reduce the costs linked to the product (less FTE's, paperless process, etc.)
  • Product pricing review.
  • Enhance clients' loyalty.

 
Our Approach

  • Business requirement analysis.
     
  • Development of a new CRM tool implemented on Salesforce for the back-office team to follow the exchange flow with clients from beginning to end. ​
     
  • Process review and modelization.​
     
  • Integration of a new self-service tool on the existing client portal. Clients can make price simulations and make an online subscription to a contract by signing it electronically and entering his/her bank data for domiciliation. Everything is digital. ​
     
  • Creation of a new online subscription tool for dealerships.
     
  • Complete product pricing review.
     
  • Integration of the product into the ‘used cars’ market.


Results

  • 50% reduction in processing time for validation of subscription requests.
  • Simplified subscription process for dealerships and clients.
  • Automatic synchronization between all systems impacted by the contract subscription process.
  • No more issues with incomplete or lost subscription documents.
  • 100% paperless new subscription and approval process.