Industry Overview

The automotive industry is experiencing digital transformation through connected vehicles, mobile services, and enhanced customer experiences. Automotive service providers must modernize their platforms to support digital booking, real-time tracking, and seamless customer interactions across multiple touchpoints and global markets.

Client Background

A global automotive glass repair and replacement company required modernization of their Joiner, Mover, and Leaver (JML) business processes across multiple international markets. The organization needed to streamline HR processes, data management, and application governance across their global businesses and subsidiaries in the US, UK and their Head Office.

Challenges

  • Managing complex stakeholder relationships across different seniority levels up to C-level executives
  • Coordinating transformation across multiple geographic regions (UK and USA)
  • Integrating diverse application landscape (Workday HCM, Okta Identity Management, Oracle Fusion ERP, Salesforce CRM)
  • Ensuring governance consistency across different business units
  • Managing vendor relationships and contract oversight with the delivery partner
  • Balancing standardization with local business requirements
  • Maintaining business continuity during process transformation

Our Solution

Concordant Digital provided programme management services for the discovery and analysis stages:

  • Led comprehensive discovery and analysis of JML business processes across all business units
  • Managed data analysis and application landscape assessment (Workday HCM, Okta Identity Management, Oracle Fusion ERP, Salesforce CRM)
  • Developed governance framework and operating model design for multi-regional operations
  • Coordinated challenging stakeholder management across different seniority levels and geographic locations
  • Managed vendor contract and relationship with the delivery partner for execution
  • Provided executive reporting and progress updates to senior leadership
  • Applied programme management best practices to ensure delivery within timeline and budget

Outcomes & Impact

  • Delivered programme objectives ahead of time and under budget
  • Successfully identified and prioritized transformation initiatives across multiple business units
  • Achieved stakeholder satisfaction across all organizational levels and geographic regions
  • Several initiatives from JML Discovery phase were absorbed by the client’s Business Units for immediate implementation
  • Established governance framework enabling future standardization efforts
  • Created foundation for ongoing process optimization across global operations
  • Enhanced executive confidence in transformation capabilities and methodologies