Ford Lincoln Smart Salesman App
Workflow Optimization | Ipad & Mobile App | Internal Tool
Type
Personal Project
Timeframe
3 Months
Toolkit
Sketch, Principle
Year
N/A
Problem
1. The receptionist would be responsible to collect the basic customer information and track the source, and she did that manually in her notebook. Before the salesman spoke to the customer, he had no idea where the customer came from (advertisement, phone call, 3rd party websites...etc,.), whether the customer had contacted the dealer and any other information. 2. The receptionist would assign a salesman to the customer, but she couldn't ensure the availability of the salesman. 3. After the conversation between the salesman and the customer completed, the salesman had to enter the critical information into the current system manually. But normally as the salesman would do that after work, they would enter full information into the system. 4. If the salesman felt the customer had a strong intention to buy the car, he would make a note on this own notebook for maintaining the relationship and do a 2nd touch. That prevented another salesman to touch the same customer. If the salesman had to ask for leave, the replacement was lack of background information.
Solution
This was a teamwork, and I was responsible of leading the design progress and also completed the interaction part of work. To help the salesman speed up their original workflow, we use facial recognition so that the customers would not need to tell their personal information to the people they didn't know. And the customers' information would be stored in the databased as the profiles for updating their future needs and preferences also would benefit the customer relationship management. Also on the salesman's end (mobile), we helped them improve the information inserting process. The salesman would be able to management his customers efficiently and the customers' preference and touch points history would be easy to track. If the salesmen wants to ask for leave, the replacement would be easy to find all the necessary information of the customer from the other salesman by getting his permission in advance.
