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  • Target-oriented optimization of processes in after-sales retail

  • Target-oriented optimization of processes in after-sales retail

After-sales retail: Optimizing processes in a goal-oriented manner

We have already implemented the “After-Sales Retail Consulting” (ASR) project in more than 27 countries on four continents.

On the one hand, the aim of the consultation is to ensure the long-term success of the dealers. On the other hand, it is important to support and maintain process efficiency and customer satisfaction at the individual retailers. The optimization of work organization and workshop processes in retail enables greater process quality, which in turn yields better efficiency.

It is also important to increase workshop productivity, establish service as a profitable part of parts sales and optimize service processes.

We offer a qualified and flexible consulting concept that is adapted to the individual needs of our customers and the local requirements. For the job in Latin America, we focused in particular on the entire after-sales process in the truck sector.

The on-site consultation starts with an analysis of the current situation in order to identify optimization potential in the areas of processes, organization, customer service and business. This is how we set up the customer-specific action plan that starts the improvement and change process in the workshop.

Three questions for
Gabriel, Mercedes-Benz
Consulting, Customer Services

What was challenging for you during the project?
Every consultation is a new experience. It’s not just about processes, but primarily about the people in a new organization. Within the brief time window we have, we not only analyze the status quo and derive customer-specific measures from it: The aim is to involve employees and invite them to become part of the change process.

What is the take-away for you personally?
The optimization of processes is important and, at the end of the day, makes work easier for everyone. This leads to satisfied employees and ultimately to satisfied customers. The after-sales retail consulting in Latin America also clearly showed the positive influence that employee motivation can have on the course of a project.

What does the future have in store?
The current trends in the automotive industry are resulting in increasing complexity in the after-sales business. These challenges mean a continuous adjustment of the workshop processes, structures and services as well as the professionalization of the workshops and the development of new skills.