No customer stress or strain: How MONITRR makes OEM network transitions fast, simple, and hassle-free
Executive Summary
Unlike traditional system migrations, we ensured our OEM customer moved from its legacy system to a fully operational, modern SaaS platform in two weeks – from start to finish - without disruption to daily operations.
The transition was managed entirely by MONITRR’s dedicated Customer Onboarding Team, supported by automation tools and best practices tried and tested with blue-chip global OEM networks.
OUTSORC has continued to perfect its Program Transition Plan for OEM customers and enhance its toolkit to ensure all migrations continue to be quick and hassle-free.
Client Overview
A globally recognised volume and prestige automotive manufacturer that manages a certified aftersales network comprising four separate brands. Each brand has some unique operating standards, with Collision Repair Shops having a mix of brand certifications, making program set-up and data transfer challenging.
Our customer was located many thousands of miles away in a different time zone.
The Challenge
The OEM was using a legacy system to manage its network compliance and certification program which was considered outdated, fragmented, and difficult to manage across a large aftersales network. The fear of transitioning to a modern SaaS platform was understandable: decision-makers worried about network disruption, management distraction and time consumption, and the perceived data transfer complexity.
The challenge was to ensure the transition to MONITRR was executed to perfection with minimal customer stakeholder distraction, whilst simultaneously ensuring they were in complete control of the process.
The deadline? From start to finish, the onboarding process could take no longer than two weeks.
“We are more than satisfied with the system and recommend it to any other importers.”
The Solution: MONITRR Implementation
We worked closely with the OEM to tailor our Program Transition Plan – a roadmap defining activities, responsibilities, and milestones.
Implementation Approach
1. Updated the OEM standards catalogue.
2. Utilised our network communications material – emails, videos.
3. Created a Microsoft Azure ‘blob’ Data Storage Account for data transfers.
4. Used our program transition and onboarding tools to automate the process.
5. A senior member of our Customer Onboarding Team was dedicated
Key Solution Elements
1. Developed four separately branded MONITRR programs, uploaded network site details and the standards catalogue for each using an Excel spreadsheet upload tool.
2. Transferred all historical data into MONITRR via Microsoft Azure: historic compliance, audit records, images, documents, etc.
3. Provided customised training for OEM and network users with links to a central Learning Hub in MONITRR.
4. Developed tailored network communications: email, AI-Avatar video introduction, and branded user guide.
5. Quality assured the programs with a small user group to validate MONITRR setup before full launch.
6. Automated MONITRR user invitations to OEM and the network
7. Seamlessly moved to a Go-Live launch across the entire network – all managed by our Customer Onboarding Team.
8. Programs were prioritised on the Technical Help Desk service platform – immediate priority response.
9. Regular customer stakeholder meetings were organised throughout the whole process to monitor progress against the Program Transition Plan.
10. After three months, a Customer Success Manager was assigned to help ensure MONITRR provided maximum benefit.
11. The customer identified numerous minor, cosmetic enhancements to MONITRR. These were prioritised and developed within four weeks.
The Results
Sustained Engagement Metrics
Network users: ~2,735 logins performing ~5,800 self-assessments during the past 365 days.
Performance dashboards were viewed ~3,250 times by the network during the past 365 days.
OEM performance benchmark dashboards were viewed ~392 times during the past 365 days.
Net Promoter Score c58
No user technical help desk requests received so far this year.
Key Benefits Delivered
Managed a complex program transition from a legacy system to MONITRR in just two weeks with no loss of data, technical or user issues.
Utilised advanced program transitioning tools to automate and speed up the process.
An experienced Customer Success Manager to ensure that the after-sales programs and MONITRR adapt to the customer’s evolving needs over time.
Continuously high levels of user satisfaction with virtually no user technical issues reported.
A reliable and modern SaaS solution to proactively manage the after-sales networks.
Conclusion
Geography, time zone, language, network size and program complexity are all easily handled through a comprehensive and proven Program Transition Plan.
MONITRR shortly became an important asset to senior management through the provision of real-time compliance, auditing and performance insights.
Having an experienced Customer Onboarding Team helped ensure the whole transition process was quick, seamless and hassle-free. Having a Customer Success Team helped ensure the benefits of using MONITRR are realised by the OEM and its network, and the platform evolves to mirror the changing commercial and regulatory landscape.
Arguably, the toughest test for any SaaS solution is to provide greater benefits to all stakeholders compared to the status quo. MONITRR quickly achieved high levels of engagement and has consistently exceeded user expectations.
Customer Testimony
“…it has been vital that we deliver a monitoring system to ensure network compliance and deliver a consistent approach to regulation for all our requirements.
[We needed] a system that was intelligent to accommodate all our complexities but made easy. Our region has an ever-changing business landscape and obligations, so it has been necessary to deliver a flexible and easy-to-use auditing system for both repairer and importer to ensure compliance will be consistently achieved.
The MONITRR system has delivered this in spades, and we now rely on this system as a key component to ensuring premium results and controls for our Approved Panel Repairer Network Program.
When required, we have found the MONITRR support staff to be reactive and prompt with our requests and deliver a positive solution every time.
With over 3 years of using the MONITRR system we have found it to be reliable, flexible and truly a key component of our Program ensuring premium standards are upheld and transparency for us as the importer.
We are more than satisfied with this system and recommend it to any other importers.”
OEM, Body & Paint Program Manager
