Operational Transformation Driving Better Customer Experiences of A Manufacturing and Automotive Brand

Home Success Stories Operational Transformation Driving Better Customer Experiences of A Manufacturing and Automotive Brand

Customer Background

A global manufacturing and automotive brand manages a vast network of dealers, suppliers, and service partners. To maintain service excellence and customer trust, the company needed a unified digital system that could connect dealers directly with internal teams while ensuring faster response times and consistent service delivery.

Industry

Manufacturing

The Challenges

Fragmented systems and manual workflows led to delayed dealer responses, limited visibility into customer interactions, and inconsistent service experiences.

The absence of centralized tracking and complex CRM integrations increased operational overhead and slowed resolution times.

  • Fragmented handling of customer and dealer requests across multiple systems
  • No centralized tracking for inquiries, follow-ups, or service notes
  • Manual workflows leading to delayed dealer responses and service inefficiencies
  • Complex integration requirements with the existing Creatio CRM
  • High operational overhead and inconsistent customer experiences

The Solutions

  • Custom Dealer Portal seamlessly integrated with the company’s Creatio CRM
  • Centralized Workflow Engine to manage customers, dealers, suppliers, and warranties
  • Real-Time Ticket Tracking System for improved visibility and accountability
  • Warranty Management Module to accelerate issue routing and resolution
  • Secure, Scalable Architecture with role-based access and robust data protection

The Outcomes

By re-engineering the company’s service operations with an integrated, scalable digital platform, Sigma Solve enabled faster dealer collaboration, improved operational efficiency, and significantly enhanced customer experiences, setting the foundation for long-term service excellence.

78% improvement in overall customer satisfaction

Dealer response time reduced from 48 hours to just 4 hours

38% reduction in operational overhead costs

Faster ticket resolution with improved dealer accountability

Consistent, transparent customer experiences across the entire service lifecycle

Client Testimonial

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Sigma Solve Inc. has been the go-to company for our IT consulting projects. They have consistently delivered enterprise software solutions exceeding our clients' expectations while working within tight schedules and budgets. I highly recommend them.

Jeff Hillier

Affordable projects are completed on time as promised, always! Friendly, excellent communication. They have the best Project Manager and technology strategists. I have worked with Sigma Solve Inc. on many projects for years, and they never failed me. I will continue to work with them.

Andy Narendra

Sigma Solve Inc. is the best web development company I have ever worked with. They are highly responsive, and what is equally important is they care very much about the quality of their work. I highly recommend them.

Tim Krejdovsky