Background:

A renowned global automotive giant launched its electric vehicle (EV) models in China and sought our expertise to develop a comprehensive after-sales strategy and conduct competitive benchmarking in the Chinese market.

Key Responsibilities:

Market Analysis and Benchmarking: Conducted an in-depth analysis of the Chinese EV market to establish benchmarking indicators. Collected and analyzed business data to provide a detailed assessment.

After-Sales Service Strategy Evaluation: Evaluated the client's existing after-sales service strategy based on benchmarking results and market analysis. Identified areas for improvement and provided actionable recommendations.

Profitability Analysis: Conducted a profitability analysis of potential changes in the EV after-sales projects, helping the client understand the financial impact and benefits of the proposed strategic adjustments.

Customer Journey Optimization: From the perspective of the customer journey, performed a comprehensive review and optimization of the entire user experience to enhance satisfaction and loyalty.

Outcomes:

Developed Benchmarking Framework: Established a robust benchmarking framework to compare the client's after-sales service with key competitors.

Identified Improvement Areas: Pinpointed critical areas for enhancement in the client's after-sales strategy, leading to better service quality and customer satisfaction.

Profitability Analysis: Provided a detailed profitability analysis that guided the client in making informed decisions about strategic changes, improving the after-sales service profitability.

Enhanced Customer Journey: Optimized the entire customer journey from initial contact through service delivery and follow-up, resulting in a seamless and satisfying user experience.

This project not only helped the automotive giant optimize its after-sales operations but also significantly improved the overall customer experience, positioning the company more competitively within the Chinese EV market.