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Change strategy for Atlant-M automotive holding: consulting, audit, and selection of a CRM system
About the project
We conducted diagnostics, mapped out a route, and gave the green light to move forward.
Atlant-M is an official Volkswagen dealer with over 25 years of experience in the Ukrainian market. The company offers a full range of services: from selecting a new car to servicing, repairs, insurance, and trade-ins. The Atlant-M team consists of specialists who sincerely share their love for the brand and know exactly what drivers expect from high-quality service. That is why thousands of private and corporate customers trust the company. The company's service centers offer a full range of services: from standard maintenance to car repair after an accident.
The client's problem
Atlant-M needed to rethink its approaches to data, service, and customer interaction. The old CRM system no longer fit the new customer-centric strategy, either technically or logically.
Key challenges:
- customer data was stored separately in each car dealership without a comprehensive overview;
- the history of interactions was lost between systems, channels, and people;
- some processes were duplicated, others were performed manually, which created unnecessary workload;
- analysts did not have the tools to see trends or predict demand;
- The client did not have a convenient mobile application for recording and communication.
The company needed a comprehensive strategy that would unite customer service and work towards business results.
Case information
Consulting support for transitioning to a modern format of working with clients
As part of the project, we helped Atlant-M rethink its approaches to working with data, services, and digital tools
Our Approach:
We started with a full audit of business processes and the IT landscape at three auto centers. We conducted twelve in-depth interviews with employees, collected over thirty hours of live communication, and analyzed historical sales and service data. We also engaged customers through an online survey, which yielded over 370 responses.
Based on the information obtained, we built a customer journey map (CJM), identified key barriers to interaction, and developed specific recommendations for improving service quality.
The final result was a strategy for transitioning to a new CRM system, with a description of the target architecture, an implementation roadmap, and development scenarios. Additionally, we proposed a concept for a mobile application for customers and a list of “quick wins,” i.e., functionality that can deliver results without complex restructuring.
Work results:
The project culminated in the formation of a comprehensive strategy for transitioning to a modern customer service model. The company now has a clear vision of future changes and a concrete action plan that takes into account technical, procedural, and service aspects.
Our client received:
a comprehensive IT strategy for transitioning to a new CRM system;
digital environment architecture with mobile application integration;
three development scenarios with resource and risk assessments;
a roadmap for implementation with a phased plan;
a list of changes that can be implemented quickly and painlessly (registration, online payment, customer bonuses).
We laid the groundwork for changing the business model: from focusing on car sales to creating a holistic digital customer experience. The strategy provided a clear understanding of the business impact: 60% less administrative costs, 40% more service utilization, and 10% less customer churn.
Project details:
Key facts about the project
3 months
Project duration
Medium
Project size:
Project complexity
Completed
Project status:
Our Team: Project Manager Business Analyst IT-Architect
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