Digital service reception rolled out across a national dealer network, one site at a time.
FCA ICT France (via BTO Research) · PMO / Project Analyst · 2017 · France
wiAdvisor moves vehicle service reception onto a tablet, in front of the customer, at the moment the car is handed over. The technology was the easy part. The network was not: owned and independent dealerships, uneven infrastructure, and workshop staff whose relationship with a tablet ranged from indifference to throwing it across the room. Adoption, not deployment, was the real deliverable.
PMO and project analyst inside the ICT France organisation, working in French across the network and reporting to both French and Turin management.
Tracking of the dealer sites to be activated, owned and independent. Functional and compatibility checks against local dealer management platforms, on-site testing and issue resolution, wave planning and status reporting to management on both sides.
Site Director, ICT France, after-sales business lines, dealer principals and workshop staff, local IT vendors, Turin headquarters.
wiAdvisor tablet application, dealer management system interfaces, site connectivity and device configuration, rollout tracking and test management, bilingual status reporting.
Sixty dealer sites activated in seven months, with compatibility and security validated per platform ahead of each wave. For the client the outcome was a digitalised service reception process; for the dealers, access to incentives reserved for those who adopted it. The recurring blocker was human rather than technical, and was resolved on site through configuration, hand-holding and follow-up per dealership.