SALES & AFTERSALES
Fortos has a long history and experience within the Sales & Aftersales area, implementing hundreds of projects for automotive and mobility companies. Ensuring profitable growth for our clients is always top of the agenda. One area of expertise where we support our clients is developing new services and business models as a complement to traditional product offerings, or fully transitioning from a product- to a service-oriented company.
Other critical profitable growth factors where we support our clients are ensuring efficient sales & marketing organizations, as well as nurturing the traditional parts and service business. Our legacy within the automotive & mobility industry makes us an acknowledged advisor in retail strategies and transformation, and we support our clients to deliver the right offer at the right place and the right time to maximize revenue and profitability. Further, we support our clients in understanding customer needs and bundle offers as total customer solutions.
WHAT WE CAN DO FOR YOU IN THE FIELD OF SALES & AFTERSALES:
Services & Mobility
Direct-to-Consumer Business Transformation
Retail Network Transformation
Price Management
Sales & Aftersales Operating Model & Efficiency
Customer Experience
Services & Mobility
Product-centric companies have generally developed large number of services, but now it is a matter of how to move from successful pilots to full scale roll-out.
Fortos supports companies across the automotive and mobility industry to stay relevant in an environment that is changing ever faster, supporting clients to capitalize on new mobility solutions and develop new services and business models to capture additional growth.
Direct-to-Consumer Transformation
Set the strategic direction and manage the transformation, from a traditional OEM and retail setup, to a direct-to-consumer relationship:
• Set the strategic direction for OEMs and independent retailers for how to work with direct-to-consumer sales & services.
• Define the channel strategy for managing the direct-to-consumer relationship throughout the different stages of the customer journey.
• Drive the transformation to direct-to-consumer relationships.
Retail Network Transformation
A major challenge for companies is maximizing profits and competitiveness throughout their retail network, optimizing the number of retail points, locations and offerings. Further, retailers need to evaluate their role and position themselves in the new automotive and mobility ecosystem:
• Clarify the strategic direction along with the changing automotive and mobility market context in which the retail network operates.
• Analyze the current retail network and how well it fits the strategy and market context.
• Define a future retail network and set an action plan for implementation.
Price Management
Ensure an optimal price strategy for products, parts and services, and that you have an efficient price organization and supporting processes. Price management is a key component in improving top line growth:
• Set a price strategy which extracts maximum value from specific markets and customer segments; cost plus, competitive or value-based.
• Carry out price studies and benchmark in order to optimize the price list.
• Define a price realization framework and how to apply the discount structure
• Implement tools, processes and organization to ensure optimal prices under all conditions.
• Monitor and follow-up price development, changes in customer perception, performance management and ownership.
Sales & Aftersales Operating Model & Efficiency
Organize the Sales & Aftersales function and market companies in order to deliver and execute the strategy and achieve the objectives:
• Set principles for the operating model.
• Carry out organizational benchmarking to determine improvement areas.
• Design optimal organizational structure, size and competences required.
• Define organization, governance, KPIs and steering mechanisms.
Customer Experience
Understanding customers and their needs is crucial in building a customer journey and customer offer that is focused on the customer. Understanding the customer journey and the critical customer touch points is key to developing a customer-centric organization:
• Define personas which characterize key customers.
• Map current customer experience throughout the customer journey, identify moments of truth and prioritize critical customer touch points.
• Set a common view of the desired position for critical touch points and identify gaps between current position and the one desired.
ARTICLES
How Connected Solutions are Reshaping the Truck Industry
To be successful in the new era of smart and connected products, truck OEMs must transform from product-centric to service-centric companies.
How Product Companies Can Servitize and Successfully Develop New Services
The importance to develop and deliver services is rapidly increasing. How is your organization succeeding?
How Product Companies Can Succeed with Subscription Business Models
A subscription business model adds value to both companies and their customers. How can your company succeed in the subscription economy?
How to Successfully Move From Pilot to Full-scale Roll-out
Fortos has developed a framework for how to successfully take a new service from pilot to full-scale roll-out.
Does Good Design Mean Good Business?
How user experience can make or break your business.
REFERENCE CASES
Retail Strategy & Sales Organization Transformation
Fortos supported one of the world’s leading Automotive companies to transform their European retail structure by implementing an integrated dual brand dealer and workshop network.
With the new dual brand network, the number of service points increased and at the same time significant S&A cost reductions were achieved.
Investigating the Root Causes Behind Parts Availability
Fortos supported one of the world’s leading truck manufacturers with a root cause analysis on parts availability. By using a crowdsourcing workshop and hypothesis driven testing, we helped the customer identify which areas to focus their time and resources on to achieve the best results.
Expand Spare Parts Business with Clear Governance and Guidelines
Fortos supported one of the world’s leading automotive companies to optimize the spare parts business and set-up a guideline for how to manage new initiatives to expand the spare parts business.
Customer Satisfaction Through Improved Breakdown Services
Fortos evaluated a breakdown service for one of the world’s leading automotive companies. The project identified improvement areas for the operation and delivered an implementation plan to close the gaps as well as clarified the roles and responsibilities in the process.
Developing an efficient Sales & Aftermarket organizational structure
Fortos supported one of the world’s leading Automotive companies to design and implement a new organizational structure in the Sales & Aftermarket function. The new lean and flat organizational structure enabled an S&A cost reduction of 10%.
CONTACT US
Johan Hede
Partner Sales & Aftersales
+46(0) 76-517 29 15
johan.hede@fortos.se
Dzenana Mesinovic
Partner Sales & Aftersales
+46(0) 73-610 50 51
dzenana.mesinovic@fortos.se
Åsa Gabrielsson
Partner Sales & Aftersales
+46(0) 76-517 27 85
asa.gabrielsson@fortos.se