Nintex Case Studies Driving Process Improvement in Global Car Manufacturer’s Australian Dealerships

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	Driving Process Improvement in Global Car Manufacturer’s Australian Dealerships Nintex

Driving Process Improvement in Global Car Manufacturer’s Australian Dealerships

Nintex

Technology Category	Analytics & Modeling - Process Analytics Sensors - Autonomous Driving Sensors
Applicable Industries	Automotive Equipment & Machinery
Applicable Functions	Quality Assurance Sales & Marketing
Use Cases	Smart Parking Vehicle-to-Infrastructure
Challenge	The Australian service division of a global car manufacturer was struggling with maintaining consistent customer service standards across its dealership network. The traditional method of storing business processes in lengthy manuals was proving ineffective, as these were rarely used and often forgotten. This resulted in varying customer service procedures across the dealerships. The manufacturer was also unable to ensure that customers consistently received service excellence, and dealers found it difficult to access or share knowledge about best practices. The lack of a robust process management tool was hindering the manufacturer's commitment to quality and ongoing process improvement. Read More
About Customer	The customer is the Australian service division of a global car manufacturer. The manufacturer is committed to delivering quality and ongoing process improvement. However, it was struggling with maintaining consistent customer service standards across its dealership network due to the ineffective traditional method of storing business processes in lengthy manuals. The manufacturer was also unable to ensure that customers consistently received service excellence, and dealers found it difficult to access or share knowledge about best practices. Read More
Solution	The manufacturer adopted Nintex Promapp, a process management tool, to address these challenges. Nintex Promapp helped the dealers to formalize excellent processes without being overly prescriptive. It facilitated the easy transfer of best practices and ideas between the dealers, enabling the manufacturer to capture processes that form part of a new team member’s onboarding. This was a significant improvement over the previous process management tools, which consisted mainly of memory and a few Microsoft Word documents. With Nintex Promapp, the manufacturer was able to empower its teams to capture, store, share, review, and edit its business processes. The tool also helped the manufacturer in driving a culture of process improvement, managing compliance audits, facilitating ongoing improvement, and working towards providing a world-class experience for their clients. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Process Analytics

Sensors - Autonomous Driving Sensors

Applicable Industries

Automotive

Equipment & Machinery

Applicable Functions

Quality Assurance

Sales & Marketing

Use Cases

Smart Parking

Vehicle-to-Infrastructure

Challenge

The Australian service division of a global car manufacturer was struggling with maintaining consistent customer service standards across its dealership network. The traditional method of storing business processes in lengthy manuals was proving ineffective, as these were rarely used and often forgotten. This resulted in varying customer service procedures across the dealerships. The manufacturer was also unable to ensure that customers consistently received service excellence, and dealers found it difficult to access or share knowledge about best practices. The lack of a robust process management tool was hindering the manufacturer's commitment to quality and ongoing process improvement.

About Customer

The customer is the Australian service division of a global car manufacturer. The manufacturer is committed to delivering quality and ongoing process improvement. However, it was struggling with maintaining consistent customer service standards across its dealership network due to the ineffective traditional method of storing business processes in lengthy manuals. The manufacturer was also unable to ensure that customers consistently received service excellence, and dealers found it difficult to access or share knowledge about best practices.

Solution

The manufacturer adopted Nintex Promapp, a process management tool, to address these challenges. Nintex Promapp helped the dealers to formalize excellent processes without being overly prescriptive. It facilitated the easy transfer of best practices and ideas between the dealers, enabling the manufacturer to capture processes that form part of a new team member’s onboarding. This was a significant improvement over the previous process management tools, which consisted mainly of memory and a few Microsoft Word documents. With Nintex Promapp, the manufacturer was able to empower its teams to capture, store, share, review, and edit its business processes. The tool also helped the manufacturer in driving a culture of process improvement, managing compliance audits, facilitating ongoing improvement, and working towards providing a world-class experience for their clients.

Impact #1	The implementation of Nintex Promapp has resulted in significant operational improvements for the manufacturer. The tool has helped in formalizing excellent processes, thereby ensuring consistent customer service standards across the dealership network. It has also facilitated the easy transfer of best practices and ideas between the dealers, thereby enhancing the overall customer service experience. The tool has empowered the manufacturer's teams to capture, store, share, review, and edit its business processes, thereby driving a culture of process improvement. It has also helped in effectively managing compliance audits and facilitating ongoing improvement. With the support from the executive team and engagement from frontline teams, the manufacturer is now working towards providing a world-class experience for their clients.

Impact #1

The implementation of Nintex Promapp has resulted in significant operational improvements for the manufacturer. The tool has helped in formalizing excellent processes, thereby ensuring consistent customer service standards across the dealership network. It has also facilitated the easy transfer of best practices and ideas between the dealers, thereby enhancing the overall customer service experience. The tool has empowered the manufacturer's teams to capture, store, share, review, and edit its business processes, thereby driving a culture of process improvement. It has also helped in effectively managing compliance audits and facilitating ongoing improvement. With the support from the executive team and engagement from frontline teams, the manufacturer is now working towards providing a world-class experience for their clients.

Benefit #1	Easy-to-follow processes replaced redundant manuals
Benefit #2	Enhanced customer service experience
Benefit #3	Flexibility and simplicity empowered dealers with autonomy

Benefit #1

Easy-to-follow processes replaced redundant manuals

Benefit #2

Enhanced customer service experience

Benefit #3

Flexibility and simplicity empowered dealers with autonomy

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Overview

Driving Process Improvement in Global Car Manufacturer’s Australian Dealerships

Operational Impact

Quantitative Benefit