Digitalising complex processes
Volkswagen collaborated with their resellers via paper. Once a car was sold, paper copies had to be mailed to the head office for the reseller to get paid.
Not only was this a slow process, but contracts would get lost or have to be sent back repeatedly in order to rectify mistakes. This might even require getting customers back into the dealership in order to fill in additional information; not an ideal scenario for anyone involved.
The next step was switching from mailing paper copies to scanning them and sending the scans. Problems with errors persisted, seeing as paper contracts won’t notify you that you’ve made mistakes filling them in.
Approximately 10% of scanned contracts needed to be sent back at least once, and considering that 400.000 agreements are signed across VW’s various resellers annually, that’s about 40.000 contracts that suffered from these delays.
On top of these delays, VW knew they had to update their processes in order to keep up with customer expectations. According to Alexander André, Manager of Business & Analysis, “If we hadn’t worked with you guys on this, we would have been stuck with a process that wouldn’t meet customer demand or expectations at all.”