AMBITION
Set a new benchmark in auto for trust, ease, and clarity
Buying a car has been the same for decades: a complex dance of specs and prices that never felt as transparent and customer centric as it could be. This lack of progress had left new customers feeling dissatisfied, confused and even at times untrusting of the automotive industry.
That’s why Honda set out to flip the buying experience completely on its head, placing and prioritising customer experience above all else.
ACTION
Streamline the experience from online to dealership
Honda partnered with Deloitte Digital, combining both our deep understanding of customer as well as our passionate application of new customer centric technology.
Leveraging a number of key strategic technology partners, we created a new core platform that would reposition the customer at the centre.
As part of this new transformation, we focused on the five pivotal moments in the customer journey building them into customer centric ‘moments that matter’.
Delivering closely with the Honda digital and IT teams, together we transformed the experience platform on Sitecore to deliver an award winning experience unifying two sub-brands, modernised and centralised the CRM on Salesforce, and built a fully integrated virtual car configurator that transitioned the customer seamlessly from online to the dealer.
We were able to streamline Honda’s customer journey and provide each customer with a completely personalised experience tailored to their specific needs.
ACHIEVEMENT
Collaboration leads to customer confidence
Since implementation:
Honda are now delivering a market leading, seamless online-into-dealership customer experience, with full visibility of the sales journey and a 360 view of customer.
96% of Honda customers surveyed provided positive feedback on this new ‘one price, no haggle’ purchasing model.
Through cutting-edge tech and collaboration, Honda and Deloitte Digital were able to deliver a seamless experience from online, to dealership, to purchase.
