This case study highlights how we assisted an automobile company in Tucson, Arizona, in overcoming operational challenges caused by unorganized processes. The client was struggling to manage customer interactions, automate invoicing, handle leads, and generate reports, all while relying on Excel spreadsheets, which consumed significant time and hindered business growth.
Additionally, the case study demonstrates how we helped the client streamline and automate Craigslist campaigns, enabling dealerships to efficiently post inventories across multiple markets using a simple, easy-to-configure posting schedule.
What were their challenges:
Automobile dealerships in the USA often encounter significant challenges when trying to post their inventories across multiple Craigslist (CL) regions.
To list in different areas, dealerships typically need to create and manage a separate account for each region.
This requirement makes it cumbersome and impractical for dealerships looking to expand their reach and connect with a broader audience.
Our client had a partnership with Craigslist (CL), providing a platform that enabled dealerships to manage their inventory centrally and post across multiple regions seamlessly.
However, the existing product was not designed for scalability and was overly simplistic.
Critical tasks such as invoicing and billing were managed manually using Excel sheets, which led to frequent errors and inefficiencies.
These errors occasionally disrupted inventory postings, causing chaos and dissatisfaction among clients.
As a result, the platform struggled to scale beyond 50 dealerships, limiting its potential for growth.
Solution:
When we joined as the IT team for our client, our first step was to thoroughly understand the entire system and identify the customer’s pain points.
We prioritized resolving these issues, starting with ensuring that posting schedules were working reliably.
Additionally, we focused on ensuring that all leads were seamlessly relayed to the dealerships’ CRMs.
Once this problem was resolved, dealerships experienced smooth operations, and complaints ceased.
Posting on multiple Craigslist markets was a tedious and time-consuming task. To address this, we developed a solution that allows dealers to create campaigns and schedule inventory postings with various options and combinations, giving them the flexibility to choose which inventories to post.
Additionally, the system enables users to create multiple campaigns and easily duplicate existing ones to streamline the creation of new campaigns.
Next, we focused on addressing areas that consumed the most time, primarily billing and customer management. We automated the billing process using Authorize.net and integrated QuickBooks for accounting, streamlining financial workflows.
To improve customer support, we developed a communication channel and integrated Freshdesk to manage customer tickets efficiently.
Additionally, we built a robust lead management platform powered by the Twilio API, which all dealerships adopted. This platform has become a vital tool for their sales teams, enabling them to manage leads effectively and enhance their overall performance.
Transformation:
- Streamlined Operations: We optimized operational processes, saving the client valuable time to focus on sales, leading to an impressive annual growth rate of 60%.
- Enhanced Customer Satisfaction: Standardized processes ensure swift and effective resolution of customer complaints, resulting in happier clients.
- Reduced Cancellation Rate: The cancellation rate significantly decreased from 40% to 18% per month.
- Improved Product Stability: The product is now more stable than ever before, ensuring reliable performance.
- Continuous Innovation: Regular updates and new features are consistently launched to stay competitive in the market.
