iSeres

Drive loyalty with Seres

What is iSeres?

The Seres customer loyalty app is designed to reward and retain loyal customers of the Seres car dealership. The app offers a range of features and benefits to enhance the driving experience, including:

  • Rewards Program. The app rewards customers for their loyalty by offering points for every purchase made at the Seres dealership. These points can be redeemed for discounts on future purchases, free services, and exclusive merchandise.

  • Service Booking. Customers can use the app to schedule their car's maintenance and service appointments with ease. They can choose the date and time that works best for them and receive real-time updates on the status of their vehicle.

  • Roadside Assistance. In the event of a breakdown or emergency, the app provides 24/7 roadside assistance to ensure that customers get the help they need, when they need it.

  • Car Locator. The app helps customers locate their parked cars quickly and easily using GPS technology.

  • Virtual Showroom. Customers can browse and explore the latest Seres models from the comfort of their own home using the app's virtual showroom.

Overall, the Seres customer loyalty app aims to provide a seamless and rewarding experience for customers, while also strengthening the relationship between the dealership and its customers.

The Problem

By analyzing the possible problems that a user of a loyalty application for a car dealership may encounter, I have created a list of the most important problems to be solved.

  • In today's competitive market, it's important for car dealerships to retain their loyal customers.

  • Scheduling service appointments, finding your parked car, and browsing the showroom can be time-consuming and inconvenient.

  • Car breakdowns and emergencies can be stressful and overwhelming.

  • Customers may not always have access to the information they need about their vehicles, such as service history, upcoming maintenance requirements, and warranty information.

Problem statement

I have compiled some basic problem statements to better understand the pain points of the customer loyalty app for a car dealership.

  • Car dealerships face a challenge in retaining loyal customers due to increasing competition in the automotive industry.

  • Customers of car dealerships may find it inconvenient and time-consuming to schedule service appointments, locate their parked cars, and browse the showroom.

  • Car breakdowns and emergencies can be stressful and overwhelming for customers, who may not know who to turn to for help.

  • Customers may lack information about their vehicles, such as service history, upcoming maintenance requirements, and warranty information, which can impact their overall driving experience and satisfaction with the dealership.

Research

By analyzing the potential users of loyalty applications for the car dealership, we distinguished two main groups of customers.

  • People aged 40-65 who own businesses with more than 3 cars. Such people need direct contact with an employee regarding car inspections, service warranties and vehicle purchases.

  • People between the ages of 25 and 40 who are good at using the phone. For these people, an important element are loyalty rewards, the possibility of settling most matters related to car service through the application.

Personas

Competitive audit report

Competitive audit goals

Check out upcoming car services and making an appointment in the car dealership service

Key competitors

Our key competitors are BMW, which is also the manufacturer of some of the most recognizable cars. Another one is Auto Dealer App by Pulse, creator of an application for car dealships, allowing them to send notifications to their customers. Next one is DealerApp Vantage, which allows you to notify informations about your vehicle. And the last one is Dealerlogix who invented application for creating presentations for car dealerships.

Types and quality of competitor’s products

BMW has a beautifully designed website and app. All activities performed through the application are carried out very smoothly. Instead, they focus on the premium customer who purchased a car from them from 2020 onwards. All BMW users with older cars are unable to use the app.

Auto Dealer App by Pulse, focuses mainly on car dealers. It offers them to send notifications to customers, but does not provide for consumer accounts.

DealerApp Vantage only offers to collect information about the car and possibly arrange a vehicle inspection. This is not a dedicated loyalty app for car dealership customers.

Dealerlogix is the only application among the surveyed that offers a lot of possibilities for the consumer. Thanks to it, we can use functions such as geo-fencing, making appointments, service alerts, loyalty points, mobile wallet.

Competitors position themselves in the market as

BMW – One of the biggest automotive company, they are on the top of the market.

Auto Dealer App by Pulse – They are positioning on local market, mainly in the internet. They work with smaller car dealerships.

DealerApp Vantage – They are on the top 50 car dealership apps in the market. Working mainly in the US.

Dealerlogix - They are positioning mainly in the US and Canada. They are in the top 50 car dealership apps.

How do competitors talk about themselves?

BMW – Share driving pleasure. BMW position themselves as a premium car dealer with hitechnology in their products.

Auto Dealer App by Pulse – Happy customer. Increased dealer revenues. Auto Dealer App by Pulse is a customized, dealer to customer communication platform, which is easy to install and operate. By using this app, dealers can provide superior, personalized customer service.

DealerApp Vantage – Sell more cars, boost your fixed-ops. The position themselves as the nation's leading native mobile app development company that specializes in automotive dealers.

Dealerlogix - It’s easy to deliver a luxury experience. They position themselves as the auto industry’s leading provider of cloud-based software solutions for dealership service departments.

Competitor’s strengths list

BMW strengths include:

● Using its visual design to communicate its company ethos,

● Remembering user’s car history,

● Offering full menus in more than one language,

● Offering audio availability.

Auto Dealer App by Pulse strengths include:

● Service reminders as notifications.

DealerApp Vantage strengths include:

● Booking appointments by app.

Dealerlogix strengths include:

● Using its visual design to communicate its company ethos,

● Remembering user’s car history,

● Offering full menus in more than one language,

● Offering audio availability,

● Offering geo-fencing,

● Making appointments through app,

● Service alerts,

● Mobile waller.

Competitor’s weaknessess list

BMW weaknesses include:

● They are focusing only on new customers with new cars.

Auto Dealer App by Pulse weaknesses include:

● They are not focusing on customers,

● Lack of features,

● Bad accesibility on app (too much on the screen),

● Frustrating payment process,

● Bad icons style.

Auto Dealer App by Pulse weaknesses include:

● They have some unfamiliar navigation patterns.

Gaps list

● All of competitors are not focusing directly on one the car dealership. Customers can not receive individual offers,

● No tasks for customers to achieve rewards,

● Only BMW has something like a store inbuilded.

Opportunities list

● Focus on the one specific car dealership, customers will feel more connection with such company,

● Provide rewards or perks for returning users.

User flow

Due to the fact that arranging car service appointments is an important element of iSeres, I have prepared a user flow for this activity. It was important that the procedure was as simple as possible.

User journey map

Continuing the previous user flow, I checked what emotions accompany the user while performing individual tasks of the application and what difficulties may accompany during the journey.