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Volkswagen faced multiple obstacles in creating their innovative 'Home' concept store: EU regulations prohibiting direct sales requiring dealer network integration, suboptimal dealership locations, designing transparent customer service processes across stakeholders, and internal resistance to departing from traditional automotive sales practices. The existing industry paradigm prioritizing product over service experience risked customer retention despite high-quality vehicles.
Global automotive manufacturer seeking to revolutionize customer experience through physical-digital hybrid retail concepts
Based on the Warsaw pilot's success (45k PLN higher average sale price, 50% DSG transmission adoption vs. 25% market average), the digitalized concept is projected to increase customer retention by 250%, drive premium product adoption, and create a replicable model for 200+ global dealerships. The agile sales process should reduce transaction friction while maintaining compliance with regional regulations.