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case study

Creating an innovative and industry-leading vehicle owner experience

ISG’s Project Management practice helps an automotive leader create an all-encompassing and ever-evolving customer experience designed for the digital world.

Opportunity
Opportunity

A leading automotive manufacturer wanted to improve its website to build brand loyalty by increasing owner engagement and meeting ownership needs. It needed the website to onboard customers at the onset of their vehicle ownership and build a robust centralized digital experience.

Imagining IT Differently
Imagining IT Differently

ISG led the execution of all web-related program functions. In addition, ISG advisors helped identify product owners who were recognized as subject matter experts to determine what features should be in the product releases as defined by business owners. These became the go-to-people in making key decisions related to product releases.

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Future Made Possible

  • Improved the look and feel of the customer-facing website
  • Created an onboarding experience to showcase key connected vehicle features at the onset of the customer’s ownership experience
  • Increased awareness about where customers can get support for future vehicle ownership needs
  • Increased customer engagement and expanded customers’ digital experiences
  • Doubled customer log-in rate in six months