Instant access to real-time data
Cycle & Carriage decided that their slow, manual workflows had to be digitized in order to boost overall efficiency and visibility — and ultimately provide a better customer experience.
The new solution is a remote sales portal, allowing salespeople to use a mobile device to access K2 SmartForms, which capture and integrate data to automate processes with intuitive forms. Since 2015, major workflows such as stock reservation and courtesy car arrangements have been built into the ever-expanding Mercedes-Benz sales portal.
Upon its launch, the completely integrated portal quickly yielded positive results for the Mercedes-Benz sales team, who access it via their work iPads. Armed with the information they need at any point to service customers, the team can interact and engage more confidently, as well as make key decisions and perform actions faster.
Processing courtesy cars, for example, used to take almost a week from request to approval. Previously, the salesperson had to manually collate different details from various documents and third parties before a request went to the sales director for approval. The goodwill system, as it is called in the new portal, now bridges all the data automatically for the salesperson to simply verify on the tablet instantaneously. This has made processing time 60 percent faster. Approvals are now done in two days, delighting customers and saving hours of wasted productivity.
“Speed and service quality are ultimately what seals customer satisfaction and retention in the automotive market. Accessing the sales portal via tablet empowers our sales team to have full mobility to drive a meaningful, first-class customer experience anywhere, anytime,” Cheng said.