Mazda MyWay Automotive eCommerce

Automotive

Mazda wanted to transform their retailing offer in London. They wanted a business transformation solution that would stand-out from other car manufacturers, delivered the highest levels of customer satisfaction, was fast to roll-out and would be operational within a very short time-
frame. Working together with LIML, in 6 months we jointly developed and delivered a customer journey that integrated digital tools into an outstanding customer proposition that could be supported by the existing dealer network, developed all the digital applications, recruited and trained a team of Mazda Brand Champions, trained the dealers and went live on the day we promised.

We developed an easy to use test drive booking process that delivered to the customer the car of their choice to the customer’s home or office for a test drive, the ability to configure their optimum car, save it to a ‘My Garage’ account and evaluate monthly costs using a dynamic finance calculator.

When the customer is happy with their selection, they send the request for the new car and their part exchange car to 4 supplying dealers around the M25. The dealers were notified of the quote request and logged into the system to respond with their best quote. There was also an option for the dealers to configure an automatic pricing algorithm.

The customer then reviewed and accepted a quote and the sale and any finance documentation was completed and the car delivered to the customer. The system is seamlessly integrated with Salesforce which allows Mazda and its agency to have a complete picture of the
customer and their Mazda journey.

Mazda Motors UK Managing Director Jeremy Thomson, “the team have succeeded in delivering a unique and first-class customer experience and it’s this ability to surprise people with a truly personal car buying experience that sits at the very heart of the Mazda MyWay concept”.

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