PROJECT OUTLINE

• To achieve its strong growth targets (doubling sales volumes of new and used vehicles, accessories and services), this Premium carmaker is focusing on improving the performance of its dealer network (130 outlets), and has launched the “Transformer Program”.
• This program consists of supporting each sales outlet manager in improving their operating model, notably through a detailed assessment of their capabilities and the implementation of transformation projects specific to each site.
• 6 transformation themes have been selected to achieve these objectives:
  • Optimization of B2C and B2B prospecting, sourcing and sales tactics.
  • Implementation of a Premium Customer Experience strategy.
  • Digitization of operations and customer experience (CX).
  • Anticipation of range electrification.
  • Optimization of site operating processes.
  • Updating HR management, recruitment, managerial leadership and skills development.

PROJECT APPROACH

• Design of the program and of the approach combining consulting and coaching aligned with the joint economic objectives of the manufacturer and the network:
  • Definition of program challenges and objectives.
  • Definition of network support principles (self-diagnosis of transformational maturity, vision and themes of transformation, translation into phased action plans).
  • Design of a network diagnostic guide;
    Formalization of operational action themes at site level.
  • Development of deployment strategy.
• Transformation support in 3 waves:
  • Integration of concession managers.
  • Setting in motion the transformation of the network.
  • Assessment of network maturity (dealership/contract/group) and alignment with the manufacturer’s strategy (network head).
  • Support for the network’s transformation skills development.
• In-the-field” monitoring of the progress of the transformation program.
• Provision of a digital monitoring solution for site managers.
• Support the network in steering the “Transformer” program.

RESULTS

• Dealer network convinced and energized by the project and ambitions of the “Transformer Program”, with a buy-in rate of over 97%.
• Rapid adoption of the methods and tools proposed for site transformation: self-diagnosis completed by over 92% of all participants in the 3 waves.
• Strong participation (>99%) in individual and group coaching sessions delivered by 6 certified coaches.
• Deployment in 2 months of a digital solution to monitor the program and transformation projects for 100 users:
  • Writing of use cases and user stories for 3 types of users.
  • Design and optimization of the solution’s UX/UI with the development teams.
  • Drafting of a 10-page user guide for each type of user and organization of 3 demonstration sessions for the dealer network.
• 2-year management plan: Regular alignment with the management committee on program progress, risk management and program animation with communication plan.
• Deliverables: analysis report on the self-diagnosis of the 130 sites, monthly flash reports, Transformation Logbook and Practical Guide, 250 transformation action plans drawn up…