Shifting gears to
standardization

A global automaker
transforms the dealer
marketplace experience

Digital Experience | MarTech

Same car. Thousands of dealerships. But the after-sales experience: that’s an entirely different story.

When reliability is one of your hallmarks, your e-commerce storefront should reflect that. But with a world-leading automaker’s North American dealers operating independent online parts centers, we had to turn fractured commerce into smooth experiences. And Infosys Aster had all the tools they needed.

A new commerce engine:
Our unified marketplace solution empowered dealers with best-in-class order and management capabilities, including BOPIS (buy online, pick up in-store), with a tightly integrated OEM catalog and promotions data.

Insight on the dashboard:
With UX design ensuring brand consistency, HX design delivered customer experience insights for each dealership, using unified analytics views that provided accurate reporting for customer journeys and user preferences.

Governance on cruise control:
Top-level program management was centralized with the automaker for regulatory enforcement, program governance, catalog, and pricing, ensuring synergies across the brand and the dealer network.

Assembling the right parts

If content, analytics, and commerce made the exterior, under the hood we sourced everything that would make for smooth running of the e-commerce engine. This ranged from architectural and organizational change management consulting to OEM system integration and enablement program development. The outcome was a program that accounted for 50% of dealer orders.

Improved conversions
enabled by brand consistency

Rapid adoption
of the platform by dealers

Seamless commerce
with a unified marketplace

Key Takeaway

Just as you can’t make the body and retrofit it into the chassis you have, great digital commerce experiences cannot be smooth rides without a well-thought-out plan in place. Build the underlying technology architecture right, perfect the data management strategy, and then spray-paint the user interface, not the other way around.