Mapped 100+ customer touchpoints for Volvo Cars’ new service launches, creating a comprehensive framework that improved customer experience and operational efficiency.
Project Overview
As Business Operations Lead at Volvo Cars, I led the comprehensive mapping of customer touchpoints for new service launches. This involved analysing every interaction from initial awareness through post-service follow-up, identifying pain points, and optimising the customer experience across digital and physical channels.
Challenges
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Complex customer journey spanning multiple departments and touchpoints without clear visibility
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Inconsistent service experience across different dealerships and service centres
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Limited data integration between digital platforms and physical service locations
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No standardised process for launching new services across the global network
Solutions
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Conducted comprehensive customer journey audit mapping 100+ touchpoints across pre-service, service, and post-service phases
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Implemented cross-functional workshops with sales, service, and digital teams to identify improvement opportunities
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Developed standardised service launch playbook with clear customer experience guidelines
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Created feedback loops and measurement frameworks to continuously optimise the customer journey