This is our story of digitally transforming business processes for a multi-national used vehicle marketplace into a cohesive, cost-effective powerhouse. By establishing a centralized and standardized multi-function shared services operating model across contact centers, marketplace operations, Finance and Accounting (F&A), Human Resources (HR) and IT support services, we helped our client achieve efficiency and effectiveness, reduce cost to manage business process operations and enhance customer experiences.

As we know…

The used vehicle industry underwent a significant business model change during the pandemic, as the demand for used cars increased due to the shortfall in new car manufacturing. Simultaneously, buyers and sellers had to adapt to executing transactions remotely.

For organizations that traditionally relied on relationship-driven brick-and-mortar experiences, the evolving landscape required them to rapidly adopt digital ways of working. This shift meant a heightened focus on implementing customer experience platforms, data quality and insights, and an agile operating model.

The challenge for the leading global used vehicle marketplace was…

The client had to navigate the complexities of rapid expansion, including the integration of multiple acquisitions, while delivering a superior experience across brands and digital assets. As they embarked on a transformation journey to become an asset-light, customer experience-focused digital marketplace company, they sought to intensify their focus on strategic innovation.

To achieve this, they needed to consolidate and standardize business operations across key functions, including contact centers, auction operations, F&A, HR and IT. This transformation, spanning physical and digital operations, was crucial to ensuring seamless delivery, reduced operational costs and a consistent customer experience across brands.

Global-Shared-Services-Model

WNS stepped in as a business process transformation partner to…

Design and implement a comprehensive shared services solution anchored in an agile and unified operating model. This transformation was further complemented with a detailed roadmap that included initiatives such as process excellence, hyperautomation, conversational AI, advanced analytics and change management. We introduced standardized processes, rigorous quality assurance measures and a robust governance framework to enhance operational effectiveness and stakeholder experience. Our solution encompassed detailed metrics and dashboards for better visibility and control, with a strong emphasis on continuous process improvements and digital transformation use cases.

Agile Operating Model

Co-created and re-aligned front- and back-office operations to best-fit delivery locations in the Philippines and India for cost efficiency and high-quality service delivery

Lean and Standardized Process Model

Evolved from region / brand support model to a "Center of Excellence" for optimized global shared services

Standardization across Brands

Implemented standard operating playbooks, process excellence measures and quality practices across brands

Waste Elimination through Quality Assurance and Operational Excellence

Embedded subject matter experts and black belt-certified specialists to drive continuous process improvement initiatives across end-to-end client businesses. Implemented “WNS Brainwave,” a structured process for operational teams to identify improvement opportunities

Digital Transformation

  • Leveraged advanced data quality algorithms to improve customer data accuracy – enabling enhanced experience, loyalty and revenue growth
  • Enabled the client’s migration to a single Enterprise Resource Platform (ERP) across different brands
  • Initiated a shift to low-touch operations with use cases spanning hyperautomation, interaction analytics and Generative AI

Data-driven Governance

Established a robust performance measurement and improvement framework enabled through a structured governance and communication plan

The consolidated global shared services model enabled…

An agile, future-ready delivery platform, significant cost reduction, enhanced operational efficiency and improved stakeholder satisfaction across worldwide operations. Our client achieved:

  • Streamlined and optimized support processes, creating seamless experiences for vehicle buyers and sellers
  • A flexible operating model aligned with the natural variabilities of the used car business
  • Optimized resource utilization and versatile skillsets for employees through cross-training initiatives
  • A consolidated view of operational performance for proactive corrective actions
  • Efficient information dissemination for better communication and decision-making

Key measurable outcomes included:

~

 

percent

reduction in total cost of operations

-

 

percent

Customer Satisfaction (CSAT) score delivered consistently

 

percent

+

efficiencies across front- and back-office tasks

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