Initial Situation
- A leading German automotive OEM wanted to explore the potential of a digital solution for service techniciansfor spare parts return orders, enabling returns collection directly from the service vehicle
- With this solution, the company aims to save time and cost for technicians and thus reduce machine downtime for their customers
- The client wanted to gain deeper insights in the logistics process of spare parts returns of companies operating an own service fleet and needed a detailed analysis of currently available solutions for returns
Project Objectives
- Create an overview of the most relevant solutions for spare parts returns in the market, identify groups and patterns and make a deepdive analysis of solution features, incl. IT landscape and system integration possibilities as a basis of potential new product differentiation
- Present the general process of returns logistics and process differences based on company’s distribution model and execute expert interviews for in-depth insights into specific practical approaches
- Based on the solutions overview and expert interviews, present an overview of used SW solutions (apps, platforms) for returns and their features
challenges we faced
- The process of parts returns from service technicians encompasses touchpoints with various divisions, such as Sales, Field service, Logistics and Supply Chain
- This makes it challenging to extract all the relevant information to understand the process at each process step
Preliminary research
Screening of relevant solutions for spare parts returns, secondary research and telephone interviews in order to provide deeper understanding of their features andoffered value-added services, incl. deep-dive analysis of service offering
Process overview
Consultation with experts and secondary research for deriving a process overview of returns logistics of companies with an own service fleet and for identification of process differences in case of different distribution models (direct sales vs. distribution via a dealership network)
Additional research
Expert interviews within pre-defined target industries with own service fleet – Construction machinery and Home appliances, and representation of specific company returns processes and used solutions
Suggestions for action
Recommendations for the design of a new solution addressing current customer needs and pain points and following industry trends