In a B2B environment, excellent logistics is increasingly becoming the decisive factor for success in automotive retail. The ability to deliver the right products and services at the right time and for the right price requires not only competent teams but also well-conceived business processes.
For years now, Gear has spent more than a third of its intervention time in dealerships. We screen the entire organisation or specific process activities, both as part of international certification projects, and at the direct request of the company management.
Using existing results and KPI benchmarks, we identify strengths and possible areas for improvement in relation to organisational structures, processes and work methods, consultation structures and quality management.
Within the sales process, we analyse how customer information flows, with the aim of harnessing the expertise from every department in order to develop a customised total product.
We examine how we can optimise pipeline management through effective planning with internal and external suppliers for timely delivery of the right mobility solution.
Not all customers and transporters are able to plan their vehicles’ downtime equally effectively. In our analyses, we help to identify the strengths and challenges in the service and parts processes in order to enable a flexible response to them. To guarantee the operational reliability of the vehicle, the focus is on proactive planning. Based on our observations, we provide advice on systems, work methods and consultation structures in order to optimise the quality of both planned and unplanned interventions.
To deter service and parts competitors in this sector, it is not enough to be the supplier of the original product. Given that uptime has a significant impact on the customer’s profitability, we analyse the possibility for the dealer to approach customers proactively with products and services. We investigate, both digitally and physically, the extent to which all opportunities are taken to manage relationships and the lifecycle of the vehicles more actively. We can help the dealer teams to optimise their use of vehicle and customer data in an approach developed collectively.
Customers in this sector use very diverse decision structures, from owner-managers and employed drivers to fleet dispatchers and own workshop managers. Each of these has different wishes and expectations with regard to the vehicle supplier. Within the sales and service processes, we examine the extent to which the communication flow is aligned with this.
We advise those responsible on how to use active account management to define standards for optimising quality, profitability and cash flow.