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Since its establishment in Mexico in 2016, Kia has rapidly emerged as a significant player in the country’s automotive industry, with a network of 110 dealers across Mexico. As Kia Mexico expanded its operations, it encountered challenges in efficiently managing dealer contact meetings. To address these challenges and further solidify its position in the market, Kia Mexico aimed to find a comprehensive solution that could streamline processes and foster collaboration between them and their network of dealers.
Previously, Kia Mexico was managing dealer contact meetings using three different systems. This fragmented approach resulted in inefficiencies and time-consuming manual processes, such as manual report creation in Excel and difficulty merging split links.
Kia Mexico sought a new solution with the following requirements:
Kia Mexico was using Optimum Info’s Business Management system (AMOS) already and was impressed by Optimum’s customer service and attention
to details. With the success of AMOS, Kia Mexico decided to adopt Optimum Info’s field operations management system,
IKON.
Key aspects of IKON for Kia Mexico included:
Things in operations change quickly and the network is very demanding. The sales organization is hungry for reports and data. We needed a system that could handle modifications and change easily, which we got with IKON.
The rollout of IKON was executed with precision and efficiency, completing within the expected time of 2.5 months. Despite the challenge of managing multiple teams in programming, operations, and design, the rollout of IKON was marked by smooth execution and proactive communication. Optimum's implementation team exhibited exceptional responsiveness, providing regular updates and clear communication throughout the process.
The Dealer Development National Manager noted,
We knew what was happening all the time. That’s very important to us because our reporting flow is very intense. The frequent updates Optimum sent assured us that we were going to deliver on time.
Throughout the implementation process, Optimum also provided example reports and graphics to Kia Mexico to better visualize the features before implementation. Comprehensive training sessions led by Optimum helped Kia Mexico's dealer network utilize IKON to the fullest. Today, various departments at Kia Mexico are using IKON, including dealers, Customer Experience, Dealer Development, Dealer Relationships, Sales and Aftersales.
Since implementation, Kia Mexico has been utilizing IKON’s collaborative features for their teams and dealer network, including:
Whenever I send PDF reports from IKON to directors, the comments I receive are very positive. I have spoken to many in the dealer network, and they all speak well of IKON. The Optimum team works with us every day to make improvements to the platform.
Kia Mexico aims to finalize the direction chart/balance scorecard this year, which will integrate more data sources into IKON, making it the go-to platform for performance analysis and data-driven decision-making. As IKON continues to evolve and integrate into Kia Mexico's ecosystem, the company anticipates expanding its reach beyond sales and aftersales departments. The potential to integrate IKON into other departments, such as marketing, holds promising opportunities for further optimization and growth.
Reflecting on the implementation journey, the Dealer Development National Manager stated,
Initially we were a little nervous implementing a new system but also excited because we knew we were going to be able to improve the operations and make things easier for the team. I believe that is what is happening now, and the organization and dealer network are seeing that as well.
Diana is a Senior Marketing Associate at Optimum Info, a global business solutions company providing tailored software solutions for manufacturers to improve franchise network development and after-sales operations. Utilizing her experience in client engagement, Diana strives to create interesting and insightful articles to engage and inform OEMs.
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