Automotive Customer Journey

Automotive Customer Journey


data volumes are exploding but deep within your data lies valuable insight automotive OEM must capture data from websites and mobile apps social media call centers dealership seems connected cars government agencies and partners IBM can help you cut through the complexity and derive valuable insight from all this data purchasing a new car is a big decision often triggered by a life event such as passing your driving test starting a new job or having a baby with the right tools OMS can identify life events and target individuals with highly personalized communication here’s Lizzy a late twenty’s marketing manager from Oxford she wants a stylish practical car to replace her 10 year old hatchback she chats with friends on social media asking for advice she read reviews watches video searches for models she likes and compares different features and financing options she loves the new super minions from a well-known brand visits their site and download their custom apps Lizzy configures her own kind 3d and enjoys the way she can visualize so many different colors and features she saves her favorites using her social ID Lizzy is concerned about her carbon footprint and her monkey fuel bill so she consults Watson a virtual online assistance he makes a number of recommendations all of these interactions are safe for a single customer profile next the custom app prompts her to visits her nearest dealership at the dealership beacon technology notifies Lizzy and James the salesperson welcomes her by name her favorite car appears on a big screen and James helps her to find the best configuration with an emphasis on fuel economy Lizzy then picks her car for a virtual test drive which gives her a very real sense of how her car would look and feel ladies asked if she’d like to pay in full or with finance and whether she wants to trade in her existing car James enters leave his license-plate number into the cells advisor app and the app looks up the class current valuation buyer an online data service Lily chooses the perfect loans to match her monthly budget James and photographs with his driving license and the app uses another online data service to confirm its validity the loan application autocomplete and Lizzie signs and submits her loan applications digitally back home Lizzie is prompted to download the owner app which updates her on the estimated delivery date these he’s excited about the new car survival and she arranges a convenient date and time the car arrives Lizzie eager to get behind the wheel she downloads her personalized owner manual which matches her car exact configuration Lizzie uses the owner app to program her air-conditioning sat-nav and seat position the app pushes off facility based on her interest location telematics data and personality profile Lizzie’s amazed at how useful many of these offers are after 20,000 miles Lizzie is alerted that her car is due for a service and work carried out by registered service centers is logged to her online service history which is also accessible from the owner apps Livy tells friends and family she loved her new path and all this nifty features she shares a link to the app with her art Catherine who now begins her own customer journey most real-world customer journeys are nonlinear with many different touch points to consider along the way analytics and mobile solutions from IBM enable OAM to create seamless turned off experiences that truly delight customers it sliders mouth recommendations from customers like Lizzie that generate more quality sales leads


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