Case Study: Sales Consultant Tablet App Product Management Support

A major OEM’s US region pioneered an innovative tablet application designed to guide sales consultants in vehicle delivery best practices and provide easy access to vehicle information for sales purposes. The Canadian region adopted this app for its dealers, leveraging the US application but requiring adaptations for French language, data integration differences, and regional practices. The Canadian team faced significant headcount constraints and lacked specific expertise in mobile application product and project management.

PRES Innovation embedded directly within the Canadian app team, participating in daily scrum meetings and weekly development calls with their US counterparts to ensure seamless collaboration and alignment. We focused on aligning the team with industry best practices for usability, feature backlog grooming, and requirements definition. Prioritization was placed on completing tagging for usage analytics to enable data-driven product decisions. Resource needs were assessed, and support was provided in staffing considerations to bolster the team's capabilities.

PRES Innovation acted as a crucial bridge between business and technical stakeholders, facilitating clear communication and shared understanding. We developed technical requirements for vendors providing external modules, such as vehicle comparison tools, dealer CRM platforms, and financing applications, ensuring seamless integration. Training and a jumpstart in Scrum-based tools and techniques were provided to enhance team agility and efficiency. We conducted a deep diagnostic review of existing Adobe Analytics tagging and defined requirements for essential fixes to improve data accuracy and reliability. Custom reporting within Adobe Analytics and Tableau was designed and built to uncover hidden insights into application usage patterns. Data warehouse enhancements were architected to store KPI data from analytics and customer surveys, providing a comprehensive view of performance and customer feedback.

The OEM's Canadian region successfully maximized its limited share of US-based development sprints, ensuring critical Canadian requirements were addressed. Dealers using the app achieved average CSI scores 70% higher than those not using the application, demonstrating a significant positive impact on customer satisfaction. Vehicle delivery scores remained at their highest level ever, indicating improved sales consultant effectiveness. Notably, many of the improvements proposed by PRES Innovation for Canada were also adopted by the US, particularly in the area of usage analytics, benefiting the broader North American initiative.