Driving Process Improvement in Global Car Manufacturer’s Australian Dealerships
Technology Category
- Analytics & Modeling - Process Analytics
- Sensors - Autonomous Driving Sensors
Applicable Industries
- Automotive
- Equipment & Machinery
Applicable Functions
- Quality Assurance
- Sales & Marketing
Use Cases
- Smart Parking
- Vehicle-to-Infrastructure
About The Customer
The customer is the Australian service division of a global car manufacturer. The manufacturer is committed to delivering quality and ongoing process improvement. However, it was struggling with maintaining consistent customer service standards across its dealership network due to the ineffective traditional method of storing business processes in lengthy manuals. The manufacturer was also unable to ensure that customers consistently received service excellence, and dealers found it difficult to access or share knowledge about best practices.
The Challenge
The Australian service division of a global car manufacturer was struggling with maintaining consistent customer service standards across its dealership network. The traditional method of storing business processes in lengthy manuals was proving ineffective, as these were rarely used and often forgotten. This resulted in varying customer service procedures across the dealerships. The manufacturer was also unable to ensure that customers consistently received service excellence, and dealers found it difficult to access or share knowledge about best practices. The lack of a robust process management tool was hindering the manufacturer's commitment to quality and ongoing process improvement.
The Solution
The manufacturer adopted Nintex Promapp, a process management tool, to address these challenges. Nintex Promapp helped the dealers to formalize excellent processes without being overly prescriptive. It facilitated the easy transfer of best practices and ideas between the dealers, enabling the manufacturer to capture processes that form part of a new team member’s onboarding. This was a significant improvement over the previous process management tools, which consisted mainly of memory and a few Microsoft Word documents. With Nintex Promapp, the manufacturer was able to empower its teams to capture, store, share, review, and edit its business processes. The tool also helped the manufacturer in driving a culture of process improvement, managing compliance audits, facilitating ongoing improvement, and working towards providing a world-class experience for their clients.
Operational Impact
Quantitative Benefit
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