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Renowned for its dedication to crafting reliable and innovative vehicles, one of Volkswagen of America main goal is to increase the sales and service of EVs per dealership. With a strong network of over 640 dealerships across the United States, Volkswagen of America is committed to help its field team achieve their objectives.
Volkswagen of America encountered significant challenges with its previous field management system, marked by low user adoption rates and a lack of user-friendliness. The field teams struggled to integrate the system into their daily activities. The previous system did not consolidate data efficiently, requiring users to access information from various platforms, and to verify the accuracy of information. This fragmentation created inefficiencies and doubts over the data. This problem prevented a comprehensive overview of dealer operations.
In response to these challenges and growth objectives, Volkswagen of America selected Optimum's IKON system, an industry-focused dealer contact management solution designed to streamline field operations. Key highlights of implementation and utilization include:
IKON seamlessly integrated with Optimum's other solutions. This reduced the time and effort to prepare for a dealer meeting. Volkswagen of America was already using Optimum’s
AMOS business management system and APEX dealer package management system. The robust integration facilitated utilization and confidence among the field team, building on Volkswagen of America's existing partnership with Optimum.
Volkswagen of America’s primary business user spoke highly of Optimum’s IT lead, who played a pivotal role in ensuring a fast ramp-up by addressing technical and system related issues. His expertise in translating IT language and resolving access-related concerns contributed to a smooth implementation process. The coordination with the developers reduced the time to launch, (“Go Live”), and expedited on-going enhancements.
Volkswagen of America implemented weekly “office hours”, allowing the field team to provide regular feedback on their experience with the system, including recommended enhancements. Optimum's Account Manager and Volkswagen of America’s Business Stakeholder collaborated to fine-tune and enhance the system based on direct feedback, thereby increasing user adoption and “ownership”.
IKON utilization grew beyond simply being used for documenting dealer meetings. It is also used by regional staff members for dealership planning and improvement plans. IKON became the platform for documenting meetings, uploading reports, and facilitating dealer discussions.
Michael C., the Network Operations Lead at Volkswagen of America stated,
What really stands out for me is the partnership we have with the Optimum team. I know I can depend on the team to integrate any changes that we need. The ease of doing business is great and Optimum is very flexible in working with us on any kind of request that we have.
Implementation of IKON resulted in the following:
The initial reaction to the system was very positive. It is so easy to use and find what you are looking for. It enhances the field team’s day. Since the roll out, utilization has been increasing every month,
Michael reflected.
Some of Volkswagen of America’s favorite features of IKON include:
Looking ahead, Volkswagen of America envisions expanding into additional Optimum solutions, including VISTA for facility project management. This is an example of the synergies and tools to enhance operational efficiency among the Optimum systems. Inspired by Volkswagen Canada housing dealership business plans in IKON, Volkswagen of America will be using IKON to monitor dealerships’ progress to reach their business plan targets. In the future, Volkswagen of America is considering storing completed business plans in IKON. This will eliminate the need for the field to access the business plans from a separate site.
Michael, expressing his satisfaction with IKON, stated,
My main goal is to support our field team so they can meet their objectives. That’s why I’m a huge supporter of IKON because it gives the field everything they need to be successful – they are not bogged down by multiple systems. It helps them to focus on the dealers’ business of selling cars, services, and parts to ensure that they are profitable.
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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