The client sells high-end bikes through their exclusive dealership showrooms all across India. The objective was to enhance customer acquisition, improve the supply chain and the service processes at the client's end. They wanted to significantly optimise their sales cycle efficiency at all their dealers' locations.
Our customer is an Indian multinational automotive manufacturing company and a leading manufacturer of bikes and three-wheelers.
As one of the first automobile manufacturers in the country, the client had established a strong presence in the industry but was looking to leverage modern technologies for a competitive edge. However, their internal teams were functioning with limited technical capabilities and had high dependency on legacy systems.
Additionally, the client catered to a diverse range of stakeholders (dealers, consumers, and operation managers), and there was a prominent communication gap between them. This critical challenge required immediate attention and as a solution, multiple new systems/ process automation had to be implemented.
The client required help creating a customised process to be deployed across Pro-Biking showrooms. The aim was to improve the sales cycle at dealers' locations and enhance customer experience through showcasing demo rides and product presentations. The initiative entailed collaboration with the finance and marketing departments to achieve optimal results.
Dealers faced several challenges that required immediate attention and resolution.
Their dealers were facing problems with timely deliveries of vehicles as well as inventory management.
The client sought to establish a robust system for monitoring the status and location of consumer and auto finance proposals. The objective was to enhance processing efficiency and reduce follow-up time. Additionally, their finance department encountered challenges related to monitoring defaulters, assigning recovery agencies, and tracking the recovery process.
They required a relationship management and ticketing system for their customers. In addition, they needed a web-based application that facilitates vehicle owners to schedule service appointments.
Working with Velotio has definitely accelerated our digital transformational journey. Their valuable expertise has helped us streamline our operations and tackle the bottlenecks faced by our customers and dealers. They were able to solve so many of our problems. We had a great time working with them.
We set up a team of 12 people including engineers, tech leads, backend developers and QAs to develop a customised and scalable solution to address the challenges faced by multiple stakeholders. The main goal was to enhance the client’s service level across the board, leading to better acquisition rates, improved customer satisfaction, and seamless communication.
The new system facilitated the seamless uploading of monthly national sales plans for various models. It allowed for easy updates of truck requirements from plants/depots and the addition of truck schedules to ensure even distribution of dispatches. The new solution also enabled the timely updating of truck arrival schedules at different regions. Moreover, it provided transporters and dealers with the ability to plan effectively and book orders in advance.
The new platform can manage easy financing options from monitoring the proposals' location to tracking the loan proposals' status. It enabled loan officers to locate process bottlenecks and get faster approval details.
We set up a Call Center and Customer Self-Service Application. It acted as a standard CRM application that helps in monitoring SLA. With the new application, the engineering department could receive feedback and improve the design; the service department could easily arrange dealer employee training, and the production department could do better planning of the spare parts.
The customer saw a significant rise in customer and dealer satisfaction levels. Dealers can now cross-sell and auction potentially dead stock, maximising their utilisation and the dead inventory is no longer wasted.
Notable improvements were observed in customer acquisition and retention rates, indicating enhanced customer satisfaction and loyalty.
The faster disbursal of loans resulted in an increase in sales, as customers were able to complete the purchase process more efficiently.
The implementation of a relationship management and ticketing system in a span of 12 weeks which contributed to an improved customer experience, streamlining interactions and addressing customer needs more effectively.