Despite their expertise and expansion, Pedders faced significant operational bottlenecks:
Disparate systems across franchises hindered unified operations.
Reliance on paper-based workflows caused delays and errors.
Limited functionality for effective follow-ups and engagement.
Franchisees struggled with inadequate tools for data-driven decisions.
The project aimed to unify front-end and back-office processes into a seamless platform. Key objectives included:
To address these challenges, the team implemented a multi-phase approach:
Stakeholder interviews and System analysis
To identify pain points and workflow inefficiencies.
Integrated platform design:
Using Pronto Xi ERP for a centralised data source, coupled with a cohesive digital design system.
User-Centric development:
Prototyping, testing, and incorporating real-time features like PartsDB integration, vehicle assessment checklists, and CRM functionality.
Feedback loops
Regular focus groups and qualitative feedback from the Pedders community ensured alignment with user needs.
The redesigned system yielded transformative results:
Tablet-first design reduced paper dependency and improved data accessibility, with seamless front-end and back-office integration.
Transparent communications via SMS, email, and detailed vehicle assessments boosted satisfaction and trust.
Comprehensive insights empowered franchisees to generate leads and close deals effectively. The intuitive platform and training program ensured smooth adoption.
Active user logins
User satisfaction score
Reduction in error rates
Data accuracy
Increase in customer bookings
Hours training time for new users
The eight-month initiative transformed Pedders’ operations by addressing core inefficiencies, fostering customer trust, and driving business growth. Continuous improvement ensures the platform evolves with the company’s expanding needs, reinforcing Pedders’ competitive edge in the automotive aftermarket industry.
Industry
Duration
Team
Responsibilities
Users
Tools
Operation Team Lead
