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The situation
The client wanted to provide a seamless digital experience for its customer base which is not too conversant with digital technologies.
The client, a leading construction equipment player in India, wanted to provide a seamless digital experience for its customer base which is not too conversant with digital technologies. The client was operating with too many manual processes which were increasing expenses for everyone involved.
Data sanity and synchronisation were the main challenges faced by the client due to the lack of real-time integration between systems. Manual execution of processes for all stakeholders resulted in a very high turnaround time. The lack of centralised client data management resulted in poor engagement and interaction with clients. Customers were interacting with dealers and the construction company offline and a single unified portal was missing.
Our client wanted to drive a more personalised and seamless e-commerce experience, intended to serve as a one-stop-shop for clients, customers, dealers as well as business stakeholders.
PwC’s role
In this digital transformation project, PwC took on the role of the system implementor. Our community of solvers provided subject matter expertise in business, experience, and technology consulting.
The team helped design and implement the user experience, a digital-first solution which streamlined processes for various internal and external stakeholders. PwC also established expertise and experience in all programme management related dimensions and delivered the desired business outcome. After going live with each phase, PwC provided ongoing support to assure project maintenance, scalability, and success.
The team analysed key personas, and envisioned experiences in line with their decision-making habits and purchase behaviours. From product comparisons to quote requests to machine servicing records and reminders, the platform had the customer at the centre from its inception.
Results
With a single platform, the client automated the manual processes, reduced turnaround time, and improved the way it engages with customers and dealers.
2x faster process for creation of service tickets
Reduction in service request resolution time
High conversion rate and reduction in return orders
Internet of things (IoT) enabled fleet management helped in preventive maintenance
Reduction in turnaround time through chatbot
Increased dealer and customer interactions
Skill mapping of service engineers for call allocation and assigning the right person to the right job
Increase in opportunity and prospects, ultimately resulting in increased market share
Digital transactions resulted in reduced transaction costs
Digital innovation provides transaction ease in remote/rural places
Reduced dealer onboarding time by 50%
Reduced manual intervention and increased sales team productivity
Ease of access to reports and dashboards showing service visits and revenue
Unified view of transactions ensures enhanced governance and transparency and adds to paperless initiatives
Ready to measure, report and communicate a compelling transformation story?
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The client didn’t want to just gain new insights and improve performance for themselves, they also wanted to unlock these benefits for their customers.
Jayaram Nair
Managing Director, PwC
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