Situation
Our client operates multiple websites for its various brands, as well as for its dealers and customers, all with corresponding dealer or owner portals. These portals require ongoing feature enhancements, maintenance, and support.
The previous vendor had struggled to deliver consistent value, resulting in poor-quality outputs. The major challenge was lack of governance, quality of deliverables, and an unstable system with long downtimes.
Our solutions improved website performance, elevated the brand’s image and increased customer satisfaction.
Our client aspires to become the “most searched and accessed website in the U.S. automotive sector” with websites that are more user friendly.
Action
We implemented a robust governance framework for our clients’ website portals. This resolved operational challenges and accelerated the feature backlog implementation, significantly enhancing time to market while ensuring high-quality deliverables.
Our client has a complex multi-tenant AEM architecture that supports multi-brand, multi-country implementation. We addressed opportunities for automation, Gen AI integration, and performance improvements that included accessibility testing, and automation testing.
We added features like multi-factor authentication for improved security, global navigation improvements, and vehicle model comparisons. These features improved the brand's image and attracted a larger audience to the websites.
A reusable AEM component library addressed time and cost optimization. User experience was improved, technical debt reduced, and increased website ratings. We enhanced website performance and increased availability, significantly reducing maintenance costs and minimizing losses from extended downtimes.
With ongoing competitive analysis and targeted efforts to address gaps, our client continues to strengthen its position in the automotive industry.
Results
- Client’s website ranked highest in customer satisfaction by J.D. Power
- User experience on the websites improved, and ratings increased
- Brand image was elevated with the introduction of new features
- Website performance increased, and losses were minimized from extended downtime
We addressed opportunities on automation, Gen AI integration and accessibility testing.
We added features like multi-factor authentication and vehicle model comparisons.
Our client’s website was ranked highest in customer satisfaction by J.D. Power.
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10
Website portals managed -
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3k
Savings annually on maintenance -
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15
New features added