The road to exceptional automotive customer experiences

Outsourcing customer-related business processes can be a key to developing and delivering exceptional customer experience and ensuring high-quality interactions with all (potential) consumers across the board.

Successful BPO that adds value for both customers and businesses touches upon four key areas at the intersection of digital engagement channels and technology:

• Operational Support,
• Digital Engagement & Customer Contact Handling,
• Customer Service Analytic,
• Workforce Management and Quality.

 A holistic approach to BPO covers everything from Customer Experience Design over leveraging Customer Data Platforms to the actual implementation and system integration of new workflows and technologies.

Today, customers expect car-centric experiences tailored to their personal needs. For many, this even eclipses things like car features and driving feel – especially when mobility-as-a-service consistently gains relevance and face-to-face interactions take a back seat to digital solutions. So, what can be achieved by leveraging BPO? For example:

• Re-designing and implementing customer services, processes, and workflows to gain agility and increase cost efficiency,
• Service Automation via AI leveraging existing data and cutting-edge technology, enabling personalized self-serve solutions for consumers,
• Building and running a full-blown digital car dealership leveraging advanced marketing data, leading to increased lead generation, more sales inquiries, and significantly lower buyer churn rates.

The above represents just a small spectrum of what kind of tangible value BPO can help create for your company.

Successfully designing and implementing BPO solutions is a worthwhile, yet complex and challenging endeavor. It means scoping out and implementing transformative measures that sustainably improve your company’s ability to provide its consumer what they want, when they want it. The keys to success are:

• Teaming up with proven industry and digital strategists, process designers, architects, and developers to devise and implement strategies and measures,
• Applying workflows and technologies across AI and automation, data science, analytics, IoT, AR/VR and hybrid cloud and leveraging powerful ISV alliances,
• Implementing modern ways of working such as Enterprise Design Thinking, (Distributed) Agile, Digital Change and Transformation Frameworks,
• Building a self-funding transformation program through a proven partnership model.

While BPO transformation is a daunting enterprise at first glance, with the right partners at your side of the garage it is an efficient and forward-thinking way to keep your customers satisfied and to strengthen your business.