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Auto Tech

Helping auto-tech companies enhance experience of customers, OEMS, resellers, etc. and provide attractive value propositions.

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What We Do

Competitive intelligence
Booking cancellation
Customer navigational trends
Customer needs assessment
Customer NPS
Customer segmentation
Market potential assessment
Mystery shopping
Product improvement research
Target screening and diligence
Voice of customer

Competitive intelligence

Who are the key competitors of the OEM? What are their offerings to the various market segments?
How big is the competition with respect to product / application spread, geographic spread (regional / national / international client base), total customer base, sales & revenue by volume and value, Y-o-Y growth etc?
What are the USPs of the competition products / solution compared to client OEM?
What are the various marketing strategies used by competition OEMs? How do they perform compared to client OEM's strategies?
Who are the key competitors and what are the features of their tech product / software?
What is the market share of competitors in the product group and how are they winning?
How does user experience compare across different competitive products?
How does competition fare against important industry metrics?
What is the market positioning of different competitive products?
What kind of customer groups does competitors target, and how does the value proposition differ between players?
How are competition's products priced and how have they changed in recent times?

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Booking cancellation

What is the typical ratio of # of bookings to # of cancellations?
What are the typical reasons for booking cancellations?
At which levels is the booking cancellation tracked? E.g., dealer, showroom / outlet, vehicle model / variant etc.
What is the competition cancellation ratio in comparable terms e.g., dealer, geography, comparable car model / variants etc.
What are the competition / competition dealers doing to bring down their booking cancellation ratio?

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Customer navigational trends

Where do prospective customers spend time on the ecommerce website before making purchase decisions?
Which key products create a demand-pull for internet first brands?
How can brands improve navigation experience on their own website?
How do customers build cart on different ecommerce channels?
What are the reasons for abandoning shopping cart on the brand's own website?
How to listen to social and customer data to shape customer navigation on brands' own website?
Is the user interface simple / easy to use for the not so tech-savvy customer?
Does the website / app include clear call-to-action (CTA) buttons?
What is the right way to estimate the amount of business lost due to people not locating CTA buttons?

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Customer needs assessment

How to understand emerging needs and deepen understanding of customers to personalize digital commerce operations?
How to use multivariant testing to optimize for different customer segments?
What is the role of key products in driving adoption?
What are the product offerings customers are aware of and currently using?
What is the frequency of usage and use cases across product categories?
What are some of the unmet / latent needs across existing products?
What are the customer needs / motivations for vehicle purchase decision? (functional - e.g., ease of travel, less commute time, convenience of personal transport over other modes, more spacious for family members)
What are the operational features considered for purchasing the vehicle? E.g., mileage, pickup, navigation system, suspension etc.
What are the design features considered for purchasing the vehicle? E.g., engine power & torque, sturdiness & built quality, safety features like air bags etc.

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Customer NPS

What are the key drivers for customer loyalty and NPS?
What are the key reasons which could make them detractors?
What are the industry and competitor customer NPS benchmarks?
What is the customer feedback on various aspects like product quality, sales process, after sales process & service quality etc.?
Why and which customer segments are promoters or detractors (reasons and strategic implications)?
How does the NPS vary across regions and products and how does it compare with major competitors?
What are the key improvement areas across product categories?
What is the level of customer stickiness across product categories?
What are the potential triggers / levers that would make customers shift to another brand?
What are the relative strengths and weaknesses that have the highest impact on NPS?

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Customer segmentation

What is the typical profile of a vehicle buyer? (demographics: age, gender, occupation, education, income, location etc., psychographics: personality, values, attitude, interest, lifestyle etc., others - first time owner, repeat buyer, fleet owner etc.?
What are the key customer segments that the brand can serve?
What are the key purchase criteria of different customer segments?
How can the brand extend its reach to new and emerging customer segments?
How can the offering be customized to serve different customer segment needs?
What capabilities does the brand need to develop to improve customer retention, repeat purchases and expand reach?
Are there any risks / opportunity costs associated with prioritizing one customer segment over another?

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Market potential assessment

What are the key growth drivers and inhibitors?
What are the different customer segments and how does the demand vary across these segments?
Who are the key players in the market and what are their offerings?
What are the key unaddressed pain points of customers across segments?
What are the government regulations and what is their potential impact on the market?
What is the potential business upside / risk across customer segments?
What are the current and future trends that can impact market potential?
How is the market potential split across different geographies / customer segments / channels etc.?
What is the bottom-up / top-down market size across different product categories in Internet brands?
How well do the products align with the market needs / requirements?
What is the market potential of the company in the near and long-term?
Is it possible to develop a new market for our products? (non-functional - e.g., personal image, social status, resale value etc., occupational - e.g., transporter business- fleet owner of commercial vehicles )

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Mystery shopping

What are the SOPs for sales process? Are all the sales SOPs followed during a customer visit?
Is the salesperson aware of customer information if it was previously shared?
Does the salesperson do a detailed customer needs analysis?
Are there adequate number of vehicles by models available in the showroom for a test drive?
Are the test drive routes defined in advance? How is the appropriate route decided for the customer?
Does the salesperson provide the customer with a proforma invoice?
Does finance person provide adequate information about financing schemes & options?
Does the car valuation person provide the customer with resale value of the car (if applicable)?
Is the car delivered as per the promised delivery date?
Is PDI (Pre-Delivery Inspection) done for every car before delivery?
Does the customer care executive call for post sales feedback?

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Product improvement research

What are the current best practices (domestic and international) in each step of the product improvement cycle?
What is the typical R&D spend on product improvement, as a part of total revenue and total expenditure?
How do OEMs identify the improvement areas? E.g., product trials, customer feedback etc.
What is the frequency of product assessment for improvement?
What is the competition doing for product improvement initiatives?
What are the current key design features of the product / model of vehicle of the client? (engine design & power, quality of build & sturdiness, safety features like child lock, air bags, performance features like mileage, pickup etc.)
Where are the gaps and what are the improvement areas for the client vehicles?
How should the pilot testing of the improved product be conducted and who should be the target audience?
What are the typical challenges in product improvement and what are the solutions to it?

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Target screening and diligence

How does the target fare against competition across key operational and financial metrics? E.g., product depth / assortment, organizational metrics, brand benchmarking of target vs category peers / leaders.
What are the key demand drivers: trends influencing / shaping consumer behaviour?
Which customer segments are driving the category? Which segment does the target cater to?
How adept is the existing management at driving growth? What is their track record?
How fragmented is the market in which the target is operating?
In how much time can the target scale their business?

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Voice of customer

What is the broader customer sentiment in the ecosystem and what are the best ways to identify it?
What quantitative / qualitative tools to use for diagnostics and root cause analysis
How to use 'voice of customer' and sentiment analysis for product improvement and enhancing customer satisfaction?
How do online product ratings / reviews compare with other brands? What are the key factors driving the ratings / review of the product?
How has customer experience been with different offerings across other product categories?
What are the reasons for preference of a particular brand over others?
What do customers like / dislike about the brand and overall service experience?
What are the key elements to provide a comprehensive user experience?

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Related Case Studies

Understanding customer retention rate of new & used car platform

Objective

Client wanted to understand the topline projections, business plan validation and LTV, CAC & customer retention of a new and used car platform

Methodology

Understood the player’s business by split of jobs applied, platform’s economics and conducted a deep dive on the financials of the company
Analysed player against its competitors based on customer loyalty benchmarks
Built recommendations for customer retention while acquiring new customers

Impact / outcome

Identified detailed reasons for customer churn and successfully provided client with deep analysis

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Understanding pain points and hidden nuances from the perspective of buyers as well as sellers

Objective

Evaluate customer experience on the platform across the industry and identify areas of improvement
Develop understanding of customer thought-process, preferences, and perceived quality of delivered services

Methodology

In-depth interviews (N = 30) with 2 Target company sellers and customers split by product categories, etc. to understand the value proposition, pain points, brand awareness, customer stickiness, tech adoption, customer support, etc.
Conducted customer surveys (N = 50) to understand the quality, availability, pricing and payments, consistency, category depth, customer support, etc.
Conducted web scrape for various platform across 5-6 categories

Impact / Outcome

Suggested areas of improvement recommended for improved navigational trend around the platform and better differentiating factors among various players in the market.

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Understanding the procurement practices of used car suppliers and accordingly select vendor for used cars

Objective

Client wanted to understand the procurement practices of the suppliers of different product categories and their channels of operations

Methodology

Conducted primary discussions (N = 60) with the employees and the customers of the company to understand the procurement practices
Analysed the player’s practices based on the customer perception of the brand and the pain points the employees face while dealing with the suppliers

Impact / Outcome

Helped client select the vendor through deep analysis and through studying their operations, brand perception and pain points of employees as well as customers

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NPS and drivers of promotion vs detraction for a brand

Objective

An international car brand was interested in understanding customer NPS and feedback with a focus on sales and aftersales experience in India

Methodology

Conducted in-person interviews (N = 25) across customer segments
Designed a comprehensive driver tree efficiently capture insights from customers
Interviews spanned across customer archetypes, dealers and were conducted for two products including electric vehicle

Impact / Outcome

Client was provided with customer NPS score and along with deep understanding of underlying reasons
Client was provided in-depth actionable insights to improve customer experience

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Opportunity analysis in customer personas and identifying their preferences

Objective

A Global Investment group wanted to understand the user perception, usage, awareness, etc. for second-hand vehicles present on online platforms

Methodology

Conducted a survey (N = 500) with respondents who have used online platform to buy used cars of different categories across metro / non-metro cities & other demographics
Conducted in-depth interviews (N = 30) with customers to understand platform discovery, vintage, usage of app, impact on follower base in last 6 months using app, rating of key features and NPS of platforms used, drivers / barriers for adoption, pain points etc.