Driving Improved Customer Experience While Reducing Operating Costs

This world-wide auto manufacturer had multiple B2B portals supporting their various dealer networks. These portals were built with differing technologies each with their own limitations and issues. The client was looking to standardize on a single platform with a common architectural approach hoping to eliminate redundant development and support activities, reduce excessive cost while improving the overall user experience across all automotive lines.

Most organizations within the company had designed their user interfaces as part of unique applications, making it difficult to change the user interface and the navigation to adapt to changes in the business. This lack of flexibility resulted in the unnecessary proliferation of user interfaces and applications.

Desired Outcome

  • Improve Customer Experience
  • Reduce Development Costs
  • Reduce Sustainment Costs

Impact

The value of a standardized approach to postal delivery was multifaceted. In addition to meeting the goal of delivering information to the right customer, through the right channel, at the right time, the consolidation of portals enabled the company to leverage methods pioneered on other projects using shared services, processes and infrastructure.

The portal solution provided the flexibility to change focus from supporting and maintaining systems to driving business value. Furthermore, it offered a mechanism to shorten the time necessary to respond to change and deliver new business capabilities through the use of flexible architecture. The portal architecture also isolated systems and processes from technology or business changes, allowing the client to be nimble in response to its customers, thus improving customer satisfaction.

Our Solution

RCG developed a strategic portal strategy to determine future architecture, processes, and technologies to address the dealer network requirements. The aim of the project was to:

  • Assess the current dealer portals from an architectural and capabilities perspective.
  • Create a future state portal architecture design.
  • Identify, evaluate and select the technology stack for future portal implementations.
  • Develop a reference implementation to be leveraged with future portal implementations.
  • Develop a roadmap for the conversion of existing portals to the new future state architecture.

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