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Dealership or Leadership: autoExpress – implementing the DMS of the future

At the start of the pandemic, we witnessed the biggest workforce shift to digital technology ever seen, with traditional business sectors moving overnight to remote working and finding solutions to ensure their workforce remained productive, engaged and delivering results in a new fragmented operating model.

We have seen rapid enhancement in technologies which existed but were not widely used in day-to-day business, and an influx in new technologies allowing us to rethink the business operating model of the future. With technology comes flexibility and the ability to scale into markets previously limited to local sourcing. All of this is only possible by having the underpinning smart enterprise solutions in place – moving face-to-face interactions to digital, enabling data driven decisions and connecting people and technology from anywhere. The ecosystem of your business just became limitless.

Businesses are now asking themselves whether they’re a follower or a disrupter. The risk to followers is that the pace of change has become a lot faster, making it harder to catch up. At Boss Consulting we have been looking at what this means for the customer in the automotive industry. While some dealerships are thriving and incorporating technology with ease, others are finding it harder to keep up.

In just the last 12 months, most dealership operations have had to reimagine themselves moving from only offering in-person in the showroom sales to remote transactions. Few have connected architectures and standardised processes across their dealership footprint. While some in the industry had already laid some digital foundations, many were not prepared to adopt technology platforms as part of daily operations – and it is more important than ever that automotive dealerships have the infrastructure and enterprise solutions in place to deal with the shift in customer needs and expectations.

What could the future look like?

In future, dealerships will need to adopt showroom technology to support the requirements of the customer journey, which will become increasingly interactive. This applies to all stages of the process; from selecting the specification, viewing the vehicle interactively, to video calls with a salesperson, through to finance applications and ongoing product marketing and customer support.

Meeting customer demand will become more important, as customers will transact with dealers irrespective of their distance or past relationship. As a result, technology is crucial to ensuring that a dealer’s virtual showroom is as well-managed as a physical showroom, or the competition will take market share.

The current operating models need to be challenged and updated, as customers are demanding it and today’s disruptive technologies are facilitating it. While most dealerships will have B2C retail sales as their top priority, and rightly so, at BOSS Consulting we believe your business strategy and technology choices are becoming inseparable. Investing in integrated enterprise technology not only underpins today’s hybrid sales and support model, but importantly ensures dealerships are ready for the move to a fully virtual customer journey.

Investing in technology is key

Recent analysis suggests that only a minority of dealerships can currently offer an end-to-end online solution, and therefore we believe it’s vital that automotive dealerships have the right enterprise solutions that will cover every aspect of the customer’s journey and ultimately enable an efficient and seamless sales process.

Some dealerships have already made progress in preparing for the change in customer preferences that new technologies are bringing, however, others are falling behind. In the long term, the most customer-focused dealerships will use online technologies at the heart of their ecosystem integrating partners, vendors and customers to support the customer journey in a virtual world.

At Boss Consulting, we can help you to navigate through this journey. Using our Target Operating Model methodology combined with the best practices already built into SAP S/4HANA’s autoExpress product by IntelliSoft, you can move seamlessly to a new future operating model not only delivering a new experience to the customer, but improving the effectiveness of your workforce and decreasing the costs of support.

If you would like to book an appointment, just click on the link and email bill.noon@boss-consulting.co.uk

 

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