Customer Analytics Roadmap for a Leading Global Automotive Distributor and Retailer

Case Study

Customer Analytics Roadmap for a Leading Global Automotive Distributor and Retailer

Business Objective

Our client is a leading global Automotive Distributor and Retailer. The client had a siloed platform supporting only descriptive reporting across the market and no standard KPI definitions. They did not have a customer analytics roadmap in place.

The client wanted to analyze their existing processes and data infrastructure to:

  • Discover opportunity areas in advanced analytics
  • Identify quick wins to showcase value to stakeholders
  • Identify optimal data infrastructure and analytics roadmap

Challenges

  • Siloed Data and only descriptive dashboards largely containing lag indicators
  • No clarity on analytics strategy and planning leading to delayed decision making

Solution Methodology 

  • Interviewed 32 business stakeholders across 8 functions spanning 3 geographies to understand the business priorities
  • Identified and examined 40+ data sources across 3 regions to understand the current state, challenges, analytics requirements, gaps, and recommendations for analytics use cases
  • Developed value vs complexity distribution of analytics use cases to arrive at prioritized use cases list with implementation timelines and activities & commentary
  • Developed analytics roadmap and business case

Business Impact

  • Identified 20 opportunity areas/use cases in advanced analytics across customer analytics, marketing analytics, and operation analytics
  • Helped the client with some of the key strategic questions.
    • How do we plan for the capability to deliver on the roadmap?
    • Insourcing vs Outsourcing? Why?
    • How do we set up a governance structure to ensure value delivery?
    • Build select business cases for budget approvals
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