About the Customer:
When a leading automotive joint venture brand set its sights on modernizing commercial transportation, they turned to us.
They needed more than just a technology vendor — they needed a transformation partner.
Business Challenges:
In an industry built on precision, speed, and innovation, the automotive sector is now steering into its most transformative journey yet — the digital era.
As vehicles evolve with AI, IoT, and connected technologies, the expectations around buying, owning, and servicing them are also transforming. Automotive OEMs realize that digital is no longer an option — it’s the new engine driving customer experience, efficiency, and growth.
Our customer was also in a similar situation where, even with a strong commitment to embracing a digital-first future, they faced a familiar truth: true transformation doesn’t happen without first clearing the roadblocks.
Despite having multiple mobile applications in place, the customer faced a range of roadblocks:
- Multiple applications operated in isolation, leading to fragmented and disjointed dealer and customer experiences.
- Data was stored in silos, making it difficult to gain meaningful insights or enable seamless cross-platform integration.
- Feature rollouts and updates were slow, stretching the time-to-market and stalling innovation cycles.
- Minimal visibility into customer behaviour hampered the ability to personalize services and anticipate needs.
Their goal was clear: To build a connected, scalable, and intuitive digital infrastructure — one that could evolve at the speed of the commercial transportation landscape and put customer-centricity at the core.
Embitel’s Solution:
At Embitel, we've been championing the digital revolution for global brands for over 18 years.
We believe in the philosophy - "Use technology as an enabler, not a distraction. Solve end-to-end problems, not just technical ones.”
With deep domain expertise and philosophy rooted in pragmatism, we help brands not just adapt but lead in the digital-first world.
After a detailed strategic consulting workshop with the customer to assess their existing systems, digital maturity, and future goals, our team mapped out a phased, integrated approach to drive true digital transformation.
In alignment with this vision, we architected a holistic, scalable solution — aligning business needs with the right technical interventions.
Let’s look at the different phases of the solution we developed for this automotive brand:
Modular Use Cases for a Unified Customer View:
We designed modular use cases integrated into a Progressive Web App (PWA) and Dealer Management Application to equip it with customer-centric features like:
- Finance aggregator, test drive booking, vehicle exchange
- Product configurator with real-time customization.
- Service cost estimator and TCO calculator
- Lead management with geo-mapping to dealers.
Feature Rollouts for Superior CX:
As per the customer requirement, our team successfully introduced features like Finance Aggregator Platform, Test Drive Booking, Vehicle Exchange, Total Ownership Cost Calculator, Service Cost Estimator, Product Configurator with HDR imaging, Online Booking, and Delivery Tracking — all with minimal loading time for a superior user experience.
AI-Powered Sales Enablement Layer:
To move beyond digitization into intelligence, we embedded AI-powered capabilities directly into dealer workflows, powered by Pimcore’s structured data foundation:
🔹 Gen AI-Powered Sales Assistant
- Real-time assistance for sales teams during customer interactions
- Instant responses to queries, objections, and product information
- Reduced dependency on manual sales pitches
🔹 AI-Generated Minutes of Meeting (MoM)
- Automatically captures and summarizes customer conversations
- Extracts intent signals and insights
- Feeds structured data back into Pimcore MDM for future interactions
🔹 AI-Driven Contextual Asset Recommendations (Pimcore DAM)
- Recommends relevant brochures, videos, and documents in real time
- Contextual to customer profile and buying stage
- Improves engagement and conversion
🔹 AI-Based Dynamic & Personalized Brochure Generation
- Generates real-time, personalized sales collateral
- Pulls product, pricing, and dealer data from Pimcore MDM
- Adapts content based on customer profile and micromarket insights.
Robust Data Platform:
Established a flexible data platform to enable seamless integration with future marketing automation tools, setting the foundation for comprehensive analytics and highly targeted marketing.
Centralised data giovernance with Pimcore:
Built a centralized Product Information Management (PIM), Digital Asset Management (DAM), and Master Data Management (MDM) system using Pimcore, ensuring scalable content and data governance.
Role-Based Access:
Implemented role-based logins, personalizing dealer access based on personas to deliver relevant experiences and streamline operations.
Real-Time Vehicle Customization:
Enabled 360-degree product views, interactive hotspots, lightning-fast image loading, and real-time customization for a highly engaging user experience.
Lead Management System:
Mapped customer leads to dealers based on user interests and geolocation, boosting lead conversion rates.
Enhanced Communication Channels:
Integrated WhatsApp messaging with CTAs for proactive, personalized customer engagement.
Security Enhancements:
Enabled OTP-based and biometric login options for enhanced security on the PWA and Dealer App.
Analytics and Payments:
Deployed real-time KYC validation using OCR, customer activities tracking via Pimcore, website analytics through Cubit, and seamless online payment integration via CC-Avenue.
Embitel Impact:
By combining Pimcore’s unified data foundation with AI-powered intelligence, the transformation delivered measurable enterprise-scale impact:
Scaled Adoption Across Dealer Ecosystem: Enabled rapid standardization and digital transformation across a large, distributed dealer network with
- 1,000+ dealers onboarded
- 3,000+ daily active users across DSEs, Service Advisors, Gatekeepers, and Workshop Managers
Faster & Smarter Sales Execution: Accelerated deal closures through instant access to unified product, customer, and content data enabling
- 50% reduction in sales cycle time
- Real-time access to product, customer, and content data
- Faster, more informed decision-making at dealerships
AI- powered Customer Engagement: AI-driven insights enabled
- Hyper-personalised dealer-customer interactions
- Context-aware content delivery improving engagement quality
- Automated capture of customer conversations for better follow-ups
Seamless Phygital Journey: Created an end-to-end integrated customer journey across online and offline touchpoints, enhancing engagement, satisfaction, and brand loyalty.
Centralized Management: The new PIM, DAM, and MDM system enabled effortless management of customer activities, assets, and data with role-based workflows, dramatically improving operational efficiency.
Enhanced Security and User Flexibility: Secure OTP and biometric login mechanisms, combined with private cloud integration, ensured protected and flexible access to critical systems for dealers and internal users.
Customer 360° View: Delivered a holistic customer profile by capturing the entire lifecycle — from presales activities, website browsing, transactions, interactions with sales and service teams, to post-service experiences.
Persona-Based Digital Ecosystem: Established a persona-driven, end-to-end customer journey intricately linked with a unified, integrated digital infrastructure — laying a strong foundation for future innovations in personalization and service excellence.
