Dealer-Network CX Programs for Automotive OEMs.
A closed-loop customer-experience program that plugs directly into dealer service tickets — so a bad survey response triggers action at the dealership within the hour, not the month.
The challenge
Why automotive teams get stuck.
Feedback dies in a dashboard
Survey results land in one tool; the dealership's service system is a different tool; the OEM's own team sees a third view. Nobody closes the loop on a specific customer.
The NPS number tells you nothing about what to fix
A single trailing-average score buries the actual signals: which dealership, which service advisor, which vehicle model, which visit type. Managers can't act on averages.
Repurchase and retention slip quietly
By the time repurchase rates drop, the causing incidents happened 12-18 months ago. The CX program never surfaced them because nobody instrumented the moments that matter.
The approach
How Initium would build this on SAP BTP.
A concrete solution pattern our SAP BTP architects would design and deliver for you. Not a slideware pitch — an implementable reference architecture.
Short, targeted surveys at every service touchpoint
A two-question survey (NPS + open comment) triggered from the dealer's service completion event. Mobile-first, sent minutes after the customer leaves.
Sentiment analysis on the open comment
Every free-text response passed through Generative AI Hub for sentiment, topic and severity classification. Low-sentiment responses about safety, delivery, or pricing get auto-escalated.
Auto-ticket into S/4HANA service
Sub-standard scores raise a service ticket in S/4HANA (or the dealer DMS via Integration Suite adapters) with the customer context, the survey response, and a suggested next action.
Live dashboards, right for each role
Regional manager sees dealership rankings and trends. Service manager sees their own advisors. OEM programme lead sees the aggregate view. Same data, three roles.
The SAP BTP stack
The components we'd use — and why.
Application
SAP Qualtrics
Two-question NPS + open-text survey capture
AI & ML
SAP Generative AI Hub
Sentiment, topic and severity classification of open text
Integration
SAP Integration Suite
Ticket routing into S/4HANA service and dealer DMS systems
Data & Analytics
SAP Analytics Cloud
Role-based dashboards for OEM, region and dealership
Data & Analytics
SAP HANA Cloud
Unified customer-360 store across survey + service + sales
The value
What the numbers look like.
Directional ranges based on comparable SAP BTP deployments in this pattern. Your baseline will define your actual delta.
< 1 hour
from bad review to service ticket
Dealership gets a chance to save the relationship while the customer still remembers the issue.
2-5 pts
NPS uplift within 6 months
Closed-loop follow-up on detractors materially moves the trailing NPS average.
10-15%
increase in repurchase-cycle bookings
Retained customers are ~5x cheaper to book than net-new. Small NPS gains compound.
How we'd deliver
From discovery to production, without the six-month RFP.
Phase 01
3 weeksDiscover
Map every touchpoint, agree on the two survey questions, pilot dealership shortlist, define the escalation matrix.
Phase 02
8-10 weeksPilot
One region, 5-10 dealerships. End-to-end survey → sentiment → ticket → dashboard. Prove the loop.
Phase 03
3-6 monthsRollout
National scale-out. Advisor coaching program tied to individual scores. Program-level KPIs into OEM boardroom.
Want to explore what this looks like
in your landscape?
30-minute discovery call. We'll walk your team through the reference architecture, size the pilot for your data volumes, and share a fixed-fee scope for the first phase.
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