The Solution

Consulting Services

As part of the Consulting Services, the solution offered tailored Change management onboarding training programs and Agile training on Microsoft Dynamics 365 integration for a seamless and efficient customer experience.

The Change Implementation Timeline outlines the five Phases of the Project. The project outcomes and deliveries cover Phases 1-3 of the Timeline.

Phase 1 : Research & Discovery (1 Month)

UX Discovery Workshops

The user-centered research workshops aimed to provide in-depth insights into the customer journey in the automobile industry. It involved stakeholders, industry experts, and customer representatives to identify key touchpoints, pain points, and opportunities for enhancing the overall customer experience. The outcomes were aligned with a change management plan to ensure smooth implementation and adoption of improvements.

Objectives:

• Understand the customer journey from initial awareness to post-purchase experiences.

• Identify critical touch points and customer needs at each stage.

• Explore pain points and areas for improvement.

• Generate actionable insights to enhance customer satisfaction and loyalty.

• Develop a change management plan to facilitate the adoption of improvements.

Four key personas emerged as a result of the Discovery Workshops:

1. Pete: The Truck Store Manager

2. Marc: The Truck Store Sales Person

3. Matthew: The Truck Store Technician

4. Luka: The Customer of Truck Company

   
   

Insights from Workshops

As a result of the workshops, I was able to map out the key touch points Identified along the Customer Journey with the opportunities for the four personas.

1. Pre-Trade-In Stage

Touchpoints:

• Awareness and initial research

• Customer engagement and information gathering

Findings:

• Customers value authentic and relatable marketing and rely heavily on online reviews and social media for initial impressions.

• Ease of accessing information and quality interaction at dealerships are crucial.

Opportunities:

• Enhance digital marketing strategies, engage influencers, and encourage satisfied customers to share their experiences online.

• Improve website functionality, provide virtual tours, and ensure consistent and knowledgeable customer service at dealerships.

  
  

2. Trade-In Stage

Touchpoints:

• Evaluation and appraisal

• Negotiation and transaction completion

Findings:

• A transparent and hassle-free sales process, along with flexible financing options, significantly impacts customer satisfaction.

Opportunities:

• Simplify the financing process, train sales staff to be more customer-centric, and streamline documentation procedures.

  
  

3. Post-Purchase Stage

Touchpoints:

• Vehicle delivery

• After-sales service (maintenance, repairs)

• Customer support and feedback mechanisms

Findings:

• Effective communication and prompt service in post-purchase phases build long-term loyalty. Customers appreciate proactive service reminders and easy access to support.

Opportunities:

• Implement a robust CRM system for tracking service histories, offer convenient scheduling for maintenance, and enhance customer support channels.

Customer Journey Maps

Pre Trade-In Journey Map

Trade-In Journey Map

The touch points along the customer journey helped identify the key users effected by the change adoption.

Phase 2 : Preparation for Rollout (2-3 Months)

Change Management Plan

The Objective was to ensure a smooth transition and adoption of new processes and systems aligned with the customer journey phases.

Phases of Change Management:

1. Preparation for Change:

• Assessment: Evaluate current processes and identify gaps.

• Communication: Clearly communicate the purpose and benefits of changes to all stakeholders.

2. Managing Change:

• Resource Allocation: Assign roles and responsibilities for change management activities.

• Training Development: Design training programs tailored to new processes and systems, focusing on agile methodologies and Microsoft Dynamics 365.

3. Reinforcing Change:

• Monitoring: Track progress and address any resistance or issues.

• Feedback: Collect feedback to continuously improve processes.

ADKAR Individual Change Model

• Awareness

• Desire

• Knowledge

• Ability

• Reinforcement

Starting with Awareness

Successful change required both the technical and people sides to drive success, results and outcomes.

Key Insight

Aligning customer journey phases (the People Side) with Microsoft Dynamics 365 (the IT Side) ensured smooth transitions between different stages of the customer journey (pre-trade-in, trade-in, purchase, post-purchase).

Change Readiness Assessment

In order to successfully implement the change initiative, a change readiness assessment was conducted. For the customer Pilot Rollout planned in January 2023, a change readiness assessment was a critical step in the transformation process. It provided valuable insights into the organization's preparedness for change.

As part of preperation for the change, a stakeholder Map workshop was conducted. Involving these relevant stakeholders ensured addressing all critical aspects of the organization. Their diverse perspectives and expertise contributed to a well-rounded understanding of the organization's preparedness for change, enabling more effective planning and implementation.

Stakeholders impacted by the Change:

1. Executive Leadership Team

2. Middle Management

3. IT Department

4. HR Department

5. Sales and Marketing Team

Resistance to Change and Adoption Challenges

The main challenges that stakeholders faced and that were identified during the workshop are as following.

1. Cultural Resistance:

   • Established Processes: Employees are accustomed to traditional workflows and may be resistant to adopting agile methodologies and new software like Microsoft 365.

   • Mindset Shift: Agile transformation requires a cultural shift towards more collaborative, iterative, and flexible working practices, which can be difficult to instill in an organization with entrenched habits.

2. Lack of Understanding and Skills:

   • Agile Principles: Employees might not fully understand agile principles and practices, leading to improper implementation and lack of engagement.

   • Technical Proficiency: There may be a skills gap in effectively using Microsoft 365 tools, necessitating comprehensive training.

3. Inadequate Training and Support:

   • Training Gaps: Training programs might not be sufficiently tailored to the specific needs and current proficiency levels of employees.

   • Ongoing Support: Continuous support and resources may be lacking, leading to difficulties in resolving issues and reinforcing new skills.

4. Integration Challenges:

   • System Integration: Integrating Microsoft 365 with existing systems and processes can be complex and may disrupt ongoing operations if not managed carefully.

   • Data Migration: Ensuring seamless data migration and maintaining data integrity during the transition to new tools is a significant technical challenge.

5. Management and Leadership Challenges:

   • Leadership Buy-In: Without strong leadership support and commitment to agile practices and new tools, the transformation effort may lose momentum.

   • Change Management: Ineffective change management strategies can lead to confusion, frustration, and lack of coordination among teams.

Strategies and Opportunities

These Opportunities emerged as an outcome for next steps strategies for the stakeholders.

1. Comprehensive Change Management Plan:

   • Communication: Clearly communicate the benefits and necessity of agile transformation and the adoption of Microsoft 365 to all stakeholders.

   • Stakeholder Engagement: Involve key stakeholders in planning and decision-making processes to foster a sense of ownership and reduce resistance.

2. Tailored Training Programs:

   • Customized Training: Develop training programs that address the specific needs and current skill levels of different employee groups.

   • Hands-On Learning: Use practical, hands-on training sessions to help employees become comfortable with Microsoft 365 tools.

3. Ongoing Support and Resources:

   • Continuous Learning: Provide continuous learning opportunities, such as workshops, webinars, and e-learning modules, to reinforce new skills.

   • Support Channels: Establish dedicated support channels, such as helpdesks and user communities, to assist employees with any issues they encounter.

4. Incremental Implementation:

   • Phased Rollout: Implement Microsoft 365 and agile practices in phases to allow gradual adjustment and minimize disruption.

   • Pilot Programs: Start with pilot programs to test and refine approaches before full-scale deployment.

5. Leadership and Coaching:

   • Agile Champions: Appoint agile champions and coaches to guide teams through the transformation process and address any challenges.

   • Leadership Training: Ensure that management is well-versed in agile principles and Microsoft 365 tools to provide effective support and guidance.

Phase 3 : Customization and Integration

Training Programs Microsoft Dynamics 365 Integration

The objective was to equip employees with the necessary skills and knowledge to effectively utilize new processes and Microsoft Dynamics 365. Enhance the customer journey and improve data management and customer relationship management (CRM) for an automobile industry client by leveraging Microsoft Dynamics 365 as part of consulting services.

Training Components:

1. Pre-Trade-In Training:

   • Customer engagement techniques and digital tools training.

2. Trade-In Training:

   • Evaluation procedures, negotiation skills, and system usage.

3. Post-Purchase Training:

   • CRM usage, service scheduling, and customer support skills.

Training Delivery Methods:

• Agile Workshops and seminars for hands-on learning.

• E-learning modules for flexible, self-paced learning.

• Role-playing exercises to apply skills in practical scenarios.

User-Centric Approach for Microsoft 365 Migration

As part of the Training Development, Design training programs were tailored to new processes and systems, focusing on agile methodologies and Microsoft Dynamics 365.

Migrating to Microsoft 365 using a user-centric approach involves prioritizing the needs and experiences of users throughout the transition process. This approach ensures that the new tools and workflows are effectively adopted and used to their full potential, enhancing productivity and satisfaction.

Prototyping Scenarios for 365

Identify Key Users for Training Migration Pre Trade-In and Trade-In

1. Technician

2. Sales Person

Main functionality for Pre Trade-In Booking and Delivery Process

1. Customer receives an email request for the delivery date and the time slots availability.

2. The customer books a time slot for vehicle in the booking application

3. The technician receives a mail and confirms booking date

Trade-In Vehicles Process: Interface Scenarios for Technicians

1. Trade-Ins List

Interface Features:

• Vehicle Details View: Technicians can view comprehensive details of each trade-in vehicle, including make, model, year, VIN, mileage, and current status.

• Search and Filter: A search bar and filter options enable technicians to quickly find specific vehicles based on criteria such as make, model, or status.

• Status Indicators: Visual status indicators (e.g., color-coded labels) highlight the stage of each vehicle in the trade-in process (e.g., pending inspection, appraised, approved).

• Inspection History: Technicians can access the inspection history and notes for each vehicle, allowing for informed assessments.

Scenario Description:

The Trade-Ins List interface allows technicians to access and manage detailed information about all trade-in vehicles efficiently.

Matthew, the technician, needs to prepare for his day’s inspections. He logs into the Dynamics 365 interface and accesses the Trade-Ins List. Using the search and filter functions, he narrows down the list to vehicles pending inspection. Matthew reviews the details and inspection history of each vehicle to prioritize his tasks and prepare necessary tools and equipment.

2. New Vehicle Trade-In

Interface Features:

• Step-by-Step Inspection Workflow: A guided workflow ensures technicians follow a standardized inspection procedure, covering all necessary checks and evaluations.

• Data Entry Forms: Technicians can easily input inspection data, including condition reports, photos, and any detected issues.

• Automated Valuation: Based on the input data, the system can suggest an initial valuation, which technicians can adjust based on their assessments.

• Submission and Approval: Once the inspection is complete, technicians can submit their reports for approval, triggering the next steps in the trade-in process.

Scenario Description:

The New Vehicle Trade-In interface guides technicians through the process of inspecting and appraising newly traded-in vehicles.

Matthew, the technician, receives a notification about a new trade-in vehicle ready for inspection. He accesses the New Vehicle Trade-In interface on his tablet, which guides him through the inspection workflow. Matthew enters the vehicle details, uploads photos, and records any issues he finds. The system provides an estimated trade-in value, which Matthew reviews and adjusts based on his expertise before submitting the report for managerial approval.

3. Activities Overview

Interface Features:

• Task List: A clear list of all assigned tasks, including inspections, appraisals, and follow-up actions, with due dates and priorities.

• Calendar Integration: Integration with the calendar allows technicians to see their tasks scheduled over days, weeks, or months, helping them plan their work efficiently.

• Notifications and Reminders: Automated notifications and reminders for upcoming tasks, overdue activities, and any changes in task assignments.

• Progress Tracking: Technicians can update the status of their tasks, providing real-time visibility into the progress of each activity.

Scenario Description:

The Activities Overview interface provides technicians with a consolidated view of all tasks and activities related to trade-in vehicles, ensuring they stay organized and on schedule.

Matthew, the technician, starts his day by checking the Activities Overview interface. He sees a list of tasks assigned to him, including several vehicle inspections and follow-ups on previously appraised vehicles. The calendar view helps Matthew organize his day, ensuring he allocates enough time for each task. Throughout the day, notifications remind him of upcoming deadlines, and he updates the status of completed tasks in real-time.

Outcomes and Benefits

Customer Journey Alignment:

• Enhanced engagement and efficient trade-in processes.

• Data-driven decisions and operational efficiency.

Change Management Success:

• Smooth transition with effective communication and training.

• Employee buy-in and reduced resistance.

Training Effectiveness:

• Skilled workforce and consistent service delivery.

Microsoft Dynamics 365 Utilization:

• Integrated system and improved operational efficiency.

As part of the Change Management consulting team, we were able to enhance the ability to successfully implement the change and ensuring a smoother transition in achieving our customers strategic goals.

The outcomes were Increased employee engagement, improved proficiency with Microsoft 365, successful adoption of agile practices, and a culture of continuous improvement. Implementation over defined timeline with milestones and regular progress reviews.

Next Steps for Rollout in 2023

1. Implement Training Programs: Roll out training sessions for all relevant employees.

2. Monitor Progress: Track the implementation of change management plans and system integration.

3. Collect Feedback: Gather feedback from employees and customers to identify areas for further improvement.

4. Continuous Improvement: Regularly update training materials and processes based on feedback and evolving needs.