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Case Study

How we made a difference

Problem Statement

A large automotive company with an international footprint was required to align their local CX strategy with that of their organisation’s international standards.

Project Objective

Establish a Customer Experience (CX) Strategy for a large automotive sales company and their dealer network, aligned to the requirements of their Global CX programme.


Redflank conducted a comprehensive Customer Experience Assessment which included interviews with senior management, staff, customers, suppliers, and dealerships, as well as the review of existing customer experience measurement tools, related processes, and systems. The Assessment was conducted against the requirements of the company’s Global Customer Experience programme and highlighted priorities for local implementation of systems, training, and processes.


Following the Assessment, recommendations were made to senior management regarding the development and implementation of their local Customer Experience strategy at Head Office and throughout the dealer network. Once the strategy was agreed upon with management, Redflank continued to work with the client to communicate the strategy to all stakeholders and drive the activities required for successful implementation.

What Sets Us Apart

  • Ability to bring a complete consulting package to the client including Change Management, IT, Processes and deep CX experience.

  • A deep understand the overall CX landscape across a large organization and a number of stakeholders, analysing data, processes, and systems in order to make clear easily implemented recommendations.


Based on the actionable recommendations, the client was able to use a tailored CX Strategy to address the relationship between the National Sales Company and their dealerships. This involved creating a two-tier approach to Customer Experience:

  • Business to Business (B2B) between the National Sales Company and the dealerships

  • Business to Customer (B2C) between the Dealerships and the end customers.

  • Redflank was able to assist in identifying the customer journey and required processes, systems and behaviours for both the B2B and B2C relationships.


The project was concluded with the development of:

  • Customer Journey Map

  • Supporting processes and training for all Head Office and dealership staff

  • Several actionable recommendations

  • Measurable metrics for future analysis?

Demonstrated CX/CRM Skills

  • Data Analytics

  • Process development and improvement

  • Establishing and guiding cross functional CX teams

  • Customer Journey Mapping

  • Training material development and delivery


  • The establishment of empowered cross functional CX teams who drove process improvement within the organisation.

    • These teams were created around specific topics and selected their own team members and leaders.

    •  They were guided by the overall CX strategy and approach but worked independently and reported back to senior management with recommendations.

  • The client met the requirements of their global CX Strategy in South Africa

Project Highlights

Redflank transformed a complex global CX strategy into something that was uniquely South African. The project implementation involved the entire team, including suppliers, dealers, and other stakeholders, in implementing CX solutions that were suitable for both B2C and B2B customer relationships.

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