The Challenge

The client was a leading dealer and retailer of new and used cars. However, their current system was highly inefficient, and the appraisal process to sell a car took almost eight hours. In addition, if a customer abandoned the process mid-way, they could not continue it on a different channel. Furthermore, redundant data and multiple inputs and applications per channel made it confusing and difficult to use the interface. Duplicate data for the appraisal cycle of the same car also made the system very heavy on the backend.

The client wanted to expand their single and multi-brand showrooms. They also wanted to enable direct B2C and B2B selling and create intuitive, human-like experiences. However, merging these different channels with different needs on a single platform that worked seamlessly across mobile, web, and showrooms was a challenge. Nevertheless, the SLK team was up to the task and ready to meet this challenge head-on.

The Solution

The SLK team got on board to build a new solution for the client. We enabled a new appraisal process that integrated 40+ systems to understand the health of the vehicle, accident history, insurance and repair details and provide an accurate appraisal value for the car in couple of minutes. We connected the appraisal process seamlessly across handhelds, mobile, displays, laptops, tabs, desktops etc., with our responsive cross-channel solution. The new system supported virtual and in-person appraisal processes across various form factors. In addition, we imbued the capability to give competing quotes in the system to stay competitive and to ensure that a customer does not abandon the appraisal process.