Astra Motor Customer Journey Workshop

Type

Strategy & Consulting

About

Astra Motor along with Astra Digital strive to identify potential digital initiatives to strengthen Astra Motor Omnichannel strategy by considering internal, external pain points and trend in the industry. The result of the workshops are 3 prioritized ideas that is agreed by the management to be executed by Astra Motor. To answer the objectives, Astra Digital has conducted 3 main activities:

Pre-Workshop

1. Interview with C-level to understand business problems, priorities, and goal

2. Conduct customer survey and/or customer interview and record the feedbacks

3. Perform dealer/ workshop visit and/or interview with front-liners to understand business process

Interview with dealer team
Customer observation
Mystery shopper
Day-to-day sales operation shadowing

4. Mapping Customer Journey and Sales Fulfillment

Workshop

Astra Digital facilitate customer journey workshop and encourage the participants to generate ideas to solve issues that have been identified in the pre-workshop phase. There was 2 main areas for ideation which are:

Customer Journey

1. Define business problems / challenges

2. Ask participants to ideate based on problems / challenges (6-3-5 tools)

3. Participants prioritize ideas generated (round robin)

4. Develop a concept of the prioritized idea

Sales Fulfillment

1. Define problems/ challenges in day-to-day operation

2. Ask participants to ideate based on problems / challenges (6-3-5 tools)

3. Participants prioritize ideas generated (round robin)

4. Develop a concept of the prioritized idea

Synthesis Project

1. Identify any projects/ collaborations between BU and GDS based on identified ideas