We implemented the project management for the introduction of an integrated IT after-sales platform for pilot dealers in China.
Initial situation and objectives
- Increasing digitization in the automotive industry is also increasingly taking place in after-sales, due to wireless data retrieval of vehicle status
- Previous after-sales systems in retail are partly independent and without direct data exchange of relevant customer and vehicle data
- The introduction of new and inclusive after-sales systems in the Chinese market requires rapid piloting and gap analysis to meet market size and specifics
- Cultural, process-related and customer-specific market specifics require a continuous bilateral exchange between HQ and national company for the successful implementation of the IT after-sales platform
Approach
- Establish proactive project management by developing a detailed project plan and assigning work packages and responsibilities (PMO)
- Local dealer support, supported by regular telephone conferences with IT support from the German headquarters, as well as experts from the Chinese national company
- Execution of training and coaching of the project participants in all sales levels
- Continuous reporting on project progress
Results
- Successful completion of the pilot, considering market specifics
- Documentation of relevant requirements for adaptation to the market-specific processes
- Preparation of nationwide market launch by establishing internal processes and adapting HQ documents