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Luxury Automobile 

Store of the Future

Our client is the 2nd largest OEM in the luxury automobile segment but the margin of difference with the market leader is significant. Our client has undertaken a 3 year digitalization journey focusing on improving customer intimacy and experience at all customer touch points. Other competitors and mass market OEMs have take significant lead in providing digital experiences within and outside showrooms.

About

Project Objectives and Scope :

Project objective is to increase brand differentiation and improve business results driven by digital interventions. The scope of the engagement included:

Which was leading to:

  • Customer interfaces that can provide seamless experience across different parts of the purchase journey at the dealership

  • A differentiated in-showroom experience through Augmented reality, Virtual reality, Interactive displays, Gamification

  • Use data and advanced analytics to improve overall customer lifetime value, provide actionable insights to enable customization of offerings and services

To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information and solution in this case study

Impact

  • Increase in customer engagement

  • Increase in overall differentiation with competitors Improved efficiency in sales process executions

  • Ability to deliver customized offers and solutions to the client leading to higher share of wallet, through upsell, cross-sell, and improved retention

  • Deployed in dealership - India.

Indian dealership has won APAC level award, for differentiated digital solutions.

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