Network performance management

Digital transformation program in performance management

 From design to global roll-out, implementation of automated, shared and sustainable performance management solutions.

The process

1

Define management needs

  • On-the-ground diagnostic
  • Project team work sessions
  • Formal statement of requirements
  • Coordination with technical teams and publishers (e.g. DMS)

2

Implement on-the-ground pilot

  • Monitoring developments
  • Design of pilot roll-out kit
  • Monitoring of pilot sites and teams
  • Program adjustments

3

Support the roll-out

  • Preparation: business materials, user handbook, demo videos, comms kit, training
  • Delivery of training
  • Remote business and tool support

4

Sustain and handover

  • Program management coaching
  • Support for increased activity
  • Implementation of marketing tools: email campaigns, text messages, standard training

Client case study: the Crescendo+ programME

Crescendo+ program

The Pack Starter programme, is well known among sales rep networks at PSA and was actively rolled out by the Coventeam group. It involves supporting colleagues in customer experience workshops to improve service quality and active welcoming. The program is supported by the Crescendo tool, initially using Excel and requiring monthly imports of DMS data, to manage the part’s performance during the workshops. Supported by a clear demand from their network, the PSA Group wanted to digitalize this platform to save time  and make facilitation of the parts business standard procedure in the workshop. In partnership with the project team and Coventeam’s business experts in automotive after-sales, We Transform supported the design and roll-out of this digital platform:

  • Statement of requirements for the business
  • Coordination with DMS publishers and WeDev teams
  • Roll-out and monitoring of pilots
  • Design of materials and training
  • Project management support and user support
  • Platform communication and facilitation system

We Transform’s added value

Volume

Level 1 and 2 support and the capacity to manage volume and industrialize the program

Digitalization

Coordination with publishers for the implementation of interfaces and data tracking. Solutions accessible on mobile devices

Business expertise

A consulting team and business experts to set up simple and effective business dashboards

Transformation

Change management to ensure correct use within the business and provide meaning

References

More than customers, partners who trust us

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‘The Starter Pack is well known among our sales rep networks and was rolled out by Coventeam to facilitate the after-sales business in our workshops. For over 10 years, it has been a formative coaching program that is highly operational and generates additional business in our workshops.

Recently, we have also digitalized the program management tools to facilitate coordination and make life easier for our sales reps and, in future, our dealerships. With our new Crescendo+ solution, network DMS data is uploaded automatically to allow the point of sale to access its key performance indicators for the workshop in 1 click, via PC, tablet or smartphone. The goal is clear: save time and improve performance’.

Thierry Haussaire

Roll-out/project manager, Sales Department, France, PSA Group