Case Study: Car Dealership Group improves journey map readability and ownership clarity with Smaply

Car Dealership Group trims journey mapping to two named owners with Smaply

A car dealership group faced a challenge with its service booking journey, as its existing journey map could not identify which internal teams were responsible for specific customer pain points, such as a long wait during the courtesy-car handover. This prevented the group from effectively assigning ownership for improvements. The vendor Smaply provided its journey mapping platform to address this structural issue with the map's lanes.

By implementing Smaply, the solution involved restructuring the map's lanes to include an owner row beneath the pain points and removing an unused ideas row. This allowed the next review to be shorter and more effective, directly resulting in two named owners being assigned for the problematic handover process. The vendor Smaply enabled the dealership to create an actionable map that drove accountability and decision-making.