Large Auto Manufacturer: Improving the Vehicle Ownership Customer Journey

Large Auto Manufacturer: Improving the Vehicle Ownership Customer Journey

The Objective:

Improve Customer Touchpoints

We were selected by this top five automaker for a strategic initiative to create Personas and document the current and future state customer journeys in Cora Journey360 for the entire vehicle ownership lifecycle. The ultimate goal of this project was to help improve the customer marketing touchpoint strategy.

The Approach:

Collaborative Development of Current and Future State Journey Maps

Partnering with a multi-disciplined team spanning marketing, sales, customer financing solutions and parts and service, we used our Cora Journey360 journey mapping platform to capture research and create personas and maps. Here’s how we approached it:

  1. Research and document the end-customer journeys for each applicable business segment covering the vehicle ownership lifecycle.
  2. Create current state journey maps to identify the key moments that matter, interactions, channels, touchpoints, strengths, pain points, and opportunities for improvement and innovation.
  3. Created future state journey maps to help envision the optimal customer journeys.

Results:

Optimized Communication and Business Efficiency

The stakeholder team was able to align on the customer experience issues and identify opportunities and ultimately take action on them. The customer experience was enhanced by optimizing communication touchpoints with higher relevancy and business efficiency at the enterprise.


“As part of its initial planning, TandemSeven builds a business case with associated metrics. this should be linked to both customer and financial results.”

Forrester – November 2016


The Objective:

Improve Customer Touchpoints

We were selected by this top five automaker for a strategic initiative to create Personas and document the current and future state customer journeys in Cora Journey360 for the entire vehicle ownership lifecycle. The ultimate goal of this project was to help improve the customer marketing touchpoint strategy.

The Approach:

Collaborative Development of Current and Future State Journey Maps

Partnering with a multi-disciplined team spanning marketing, sales, customer financing solutions and parts and service, we used our Cora Journey360 journey mapping platform to capture research and create personas and maps. Here’s how we approached it:

  1. Research and document the end-customer journeys for each applicable business segment covering the vehicle ownership lifecycle.
  2. Create current state journey maps to identify the key moments that matter, interactions, channels, touchpoints, strengths, pain points, and opportunities for improvement and innovation.
  3. Created future state journey maps to help envision the optimal customer journeys.

Results:

Optimized Communication and Business Efficiency

The stakeholder team was able to align on the customer experience issues and identify opportunities and ultimately take action on them. The customer experience was enhanced by optimizing communication touchpoints with higher relevancy and business efficiency at the enterprise.


“As part of its initial planning, TandemSeven builds a business case with associated metrics. this should be linked to both customer and financial results.”

Forrester – November 2016


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Cora Journey360 - Customer and User Experience Software Tools

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Cora Journey360 - Customer and User Experience Software Tools
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2018-11-06T09:14:54+00:00