Digital Transformation

How to Improve Customer Experience – The Volkswagen Story

Volkswagen Group of America is no stranger to Innovation. With leading brands such as Audi, Bentley, Bugatti, Lamborghini and Volkswagen, it comes as no surprise that their slogan “Innovation.  Sophistication.  Optimization.” would not only be showcased in their automobile technology but would also translate to their technical infrastructure supporting sales within their 1000+ dealer network.

Driving a better customer experience with digital transformation

VWGoA has committed to 1 million units in sales by 2018. To support that strategy, they began an initiative to modernize its existing order management and distribution (OMD) systems to integrate the full vehicle ordering process. Disparate legacy systems resulted in a time-consuming process of cross-checking and reconciliation to ensure seamless transactions. The former process was costing the company significant lower sales revenue and proved cumbersome to manage.

Perficient was first engaged to evaluate VWGoA’s existing systems and provide a new solution to integrate them into a unified process and enhance customer experience. After reviewing the ideal technology to support its needs, Perficient proposed a new order management system using a leading digital platform.

Shifting into savingsScreenshot-ordering-system

The portal solution provided an open source product that allowed VWGoA to manage order processing sites and content, serve as a collaboration tool, and provide the framework for integration and mobility adoption. The end result is a better connection with internal and external stakeholders, mobility capabilities, and a sleeker web interface. In addition, time savings have significantly increased sales and are keeping the company on track to reach its goal in 2018.

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Mariana Huber

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