Automotive Retail Enterprise: Operational Discovery and Technology Optimisation
Challenge: A large automotive retail business wanted to improve operational efficiency across two areas: operations and senior management productivity. The organisation already had technology in place, but needed to understand current workflows, where friction existed and where existing systems, automation or AI could create meaningful improvements before investing further.
Approach: Running two evidence-led discovery projects combining user research, process mapping and technology assessment. For the contact centre, this includes in-person observation and interviews with frontline teams, mapping two end-to-end call journeys and working with the technology provider to understand existing system capabilities, reporting and opportunities for optimisation.
A parallel management discovery project uses interviews and organisation-wide research to understand how senior leaders currently work, where time is being lost and which recurring tasks could be better supported by existing tools or AI. Findings will be translated into practical, organisation-specific resources rather than starting with generic technology training.
Work and deliverables
Mapping two end-to-end contact-centre workflows to identify friction, duplication and optimisation opportunities
Conducting frontline user research to understand how existing technology works in practice
Assessing how existing system functionality and licences could be used more effectively before introducing additional tools
Developing future-state workflow options, including automation and AI where there is a clear use case
Reviewing reporting and management information to identify opportunities for better operational decision-making
Researching senior management workflows, technology use and recurring productivity challenges
Developing an organisation-specific management toolkit based on evidence from interviews and wider staff research
Creating an evidence base for subsequent decisions around implementation, training, governance and wider technology adoption
