Unlocking Opportunity with Operational Change
In the fast-paced world of digital retailing, creating a seamless transition between your digital and physical forecourt for your customers is crucial for success. And while offering digital services is an important part of meeting your customer’s needs, you will not realise the true benefits of omnichannel without merging your digital and physical operations, to create one journey. Embracing and implementing operational change can serve to complement your digital efforts by streamlining processes, optimising efficiency, and adapting to ever-evolving consumer needs. Whether it's adopting new technologies or reimagining customer experiences, operational change empowers retailers to stay competitive in the dynamic digital landscape.
Auto Trader’s recent insight report highlights the value of making operational change alongside improvements to digital services. And explores how retailers that do this successfully are unlocking new opportunities, improving their bottom line, and building a strong foundation for long-term success.
“I think operational changes alongside digital is key; we can put all the tech and journeys from a digital perspective, but if we’ve not got the buy in from the team with the right processes it’s going to fall down.” Claire Rogan, Director of Digital Development, Peter Vardy
What results are retailers seeing from making key operational changes?
The research shows, adding more digital services is saving retailers’ time. However, operational changes are required to realise the full benefit of those time savings, by converting it into performance improvements and cost efficiencies.
Those retailers who said they’d implemented a higher combination of digital services with operational changes, were 38% more likely to agree they were selling more cars per salesperson than those with a lower combination, whilst 16% were more likely to agree it was helping their business become more efficient.
Which operational changes are of most value to a retailer?
Retailers confirm that the operational changes delivering the highest value apply to new roles which improve both the consumer experience and business performance:
Introducing dedicated customer service roles for digital and remote services (94%)
Introducing IT roles (91%)
Introducing data analytics roles (95%)
These changes can alleviate some of the more administrative tasks salespeople and business managers may otherwise have to complete, allowing them to turn their focus towards customers arriving on their forecourt.
Want to learn more?
Whether you’re well on your way towards offering your customers a hybrid retailing experience or just beginning to scratch the surface, Auto Trader’s Insight Report offers useful insights to help you unlock the full potential of omnichannel retailing. View it now using the button below.