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:
- Feature Rollouts for Superior CX:
- Unified Internal Applications:
- Robust Data Platform:
- Centralised data giovernance with Pimcore:
- Role-Based Access:
- Real-Time Vehicle Customization:
- Lead Management System:
- Enhanced Communication Channels:
- Security Enhancements:
- Analytics and Payments:
With a clear understanding of their current landscape and challenges, we architected a solution that blended technology innovation with domain expertise.
We created independent, modular use cases integrated into the new progressive web App (PWA)-based website and internal Dealer Management App, enabling real-time monitoring of customer activities.
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.
Consolidated various internal applications (Sales, Service, Analytics) onto a single integrated platform, simplifying operations and reducing system fragmentation.
Established a flexible data platform to enable seamless integration with future marketing automation tools, setting the foundation for comprehensive analytics and highly targeted marketing.
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.
Implemented role-based logins, personalizing dealer access based on personas to deliver relevant experiences and streamline operations.
Enabled 360-degree product views, interactive hotspots, lightning-fast image loading, and real-time customization for a highly engaging user experience.
Mapped customer leads to dealers based on user interests and geolocation, boosting lead conversion rates.
Integrated WhatsApp messaging with CTAs for proactive, personalized customer engagement.
Enabled OTP-based and biometric login options for enhanced security on the PWA and Dealer App.
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:
With a systematic, insight-driven approach, the customer achieved transformative results:
- Seamless Phygital Journey:
- Centralized Management:
- Enhanced Security and User Flexibility:
- Customer 360° View:
- Persona-Based Digital Ecosystem:
Created an end-to-end integrated customer journey across online and offline touchpoints, enhancing engagement, satisfaction, and brand loyalty.
The new PIM, DAM, and MDM system enabled effortless management of customer activities, assets, and data with role-based workflows, dramatically improving operational efficiency.
Secure OTP and biometric login mechanisms, combined with private cloud integration, ensured protected and flexible access to critical systems for dealers and internal users.
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.
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.
Tools and Technologies:
PIMCORE for centrally managing digital assets & other data
Backend: PIMCore & Node JS
Frontend: Next JS Framework (React), 3JS
Cubit for website data analytics
