Case Studies

Channel Adoption through Dealer Design

SITUATION The Internet of Things (IoT) is everywhere, and selling services based on connected device data has been lucrative for many OEs.  Our client- a heavy equipment manufacturer- knew that successfully providing these services required the ability to contact customers. It faced unique challenges because it relies on its dealer network to collect the necessary…

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The Wisdom of the Crowd in Root Cause Analysis

SITUATION Our client had made changes to its parts distribution network and to its computer systems used for forecasting and tracking parts. There were initial problems caused by the changes, as is common with any large scale change. Teams were formed and meetings held on a daily basis to address the immediate issues. However, the…

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Salesforce Development Benchmarking

SITUATION Our client was a manufacturer in the transportation industry who sells through franchised dealerships. The manufacturer observed that many of its dealers struggle with recruiting and retaining competent salespeople and was concerned with the potential impact on business performance. They wanted to better understand the current state of how dealers attract, organize, train, and…

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Revenue Capture and Productivity

SITUATION Companies create complexity and the costs of this complexity may be hidden from executives. Like the anecdote of the frog slowly boiled alive, complexities are added little by little before the magnitude of the problem becomes apparent. Such was the case with our client’s extended warranty program. The project aimed to provide transparency to…

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Regulatory Compliance

SITUATION The transportation industry is highly regulated and our client was faced with a short timeline to comply with a change that impacted a fundamental tenet of their OEM business model: service delivery through their dealers. In contrast to past requirements, regulatory compliance in this case did not involve only product changes to improve emission…

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Recall Management

SITUATION A product recall can have long-term effects on the financial prospects for a product and ultimately for the business as a whole.  Faced with the likelihood of more frequent recall events due to increasing product complexity and regulatory scrutiny, our client understood that enhanced reactions could save millions of dollars and help to mitigate…

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Market and Customer Segmentation

SITUATION Our client, a manufacturer in the transportation industry, recognized the need for greater understanding of its market and customers. As is the case for every player in this industry, the manufacturer sells via dealerships and therefore doesn’t own the day to day relationship with the vast majority of its customers. However, they could see…

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Economic Impact of a New Parks District

SITUATION In assessing the viability of a project, corporations generally use measures related to the future expected cash flow or profitability resulting from the investment. In contrast, usage and benefits accruing to the general population are often more important in the not-for-profit sector. However, these factors can be even more difficult to assess than ‘hard’…

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Dealership Customer Experience

SITUATION Defining and managing a desired customer experience can greatly impact satisfaction, loyalty, and profits. Our client, seeking to avoid competing on easily matched price and product features, viewed a differentiated customer experience at their US and Canada dealers as a potential source of long-term performance advantage. There were several obstacles to achieving this, including…

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