Design and Implement an Innovative Customer Experience Hub for Automotive Retail

Despite producing high-quality vehicles, the client faces significant hurdles in enhancing customer satisfaction and loyalty. Their existing dealerships are located on city outskirts, limiting accessibility, and current sales processes lack the transparency and customer-centric approach needed to foster brand loyalty. Additionally, legal restrictions prevent direct sales to customers, complicating the customer journey. There is a pressing need to create an inviting, seamless, and informative retail environment that elevates the customer experience, incorporates innovative sales techniques, and aligns with regulatory frameworks.

A global automotive brand seeking to redefine its customer engagement through experiential retail spaces and integrated service processes.

• Develop an experiential retail space that combines coziness and luxury, making customers feel at home
• Increase sales conversion rates and average deal size, aiming for a 45k PLN increase per vehicle based on previous benchmarks
• Enhance customer engagement through innovative interaction technologies such as live online car demonstrations
• Streamline and personalize the customer journey from arrival to departure, including post-sale dealer interactions
• Achieve early sales milestones, aiming to close at least 5 deals in the first month and exceed 15 deals by the third month of operation
• Improve customer satisfaction scores to foster repeat business, emphasizing service quality over price sensitivity
• Foster dealer and internal stakeholder buy-in through collaborative process design and change management

• Stakeholder mapping and management module to identify and coordinate all involved parties
• Customer journey mapping and interaction design, including arrival experiences, in-store engagements, and farewell procedures
• Live communication tools enabling remote vehicle demonstrations via mobile devices
• Process workflow automation for dealer engagement, post-sale follow-up, and internal team collaboration
• Data collection and analytics dashboard to monitor sales performance, customer preferences, and service satisfaction
• Multi-channel communication integrations (email, SMS, app notifications)
• Guided workflows for sales staff to ensure consistency and high service standards

• Dealer management systems for inventory and appointment synchronization
• Customer relationship management (CRM) platforms for personalized engagement
• Payment gateways for transaction processing
• Third-party analytics tools for performance measurement

• System scalability to support increased customer volume and multiple locations
• Performance targets: real-time updates and interactions with minimal latency
• High security standards to protect customer data and transaction integrity
• Reliability with 99.9% uptime during operational hours
• User-friendly interfaces with accessibility compliance

Implementing the proposed customer experience hub is expected to significantly boost sales, with an increase in average vehicle sale price by approximately 45k PLN. Customer satisfaction and loyalty are projected to improve, leading to higher repeat purchase rates. The innovative use of technology for remote demonstrations and streamlined processes will differentiate the brand in a competitive market, set new industry standards, and potentially inspire adoption of similar experiential retail models across other geographies.