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Jaguar Land Rover (JLR) Aftersales Vision


In 2018 thebigteam were engaged by Jaguar Land Rover’s Global Customer Service (Aftersales) Team to research their current retailer processes and design their future vision of their global Aftersales environment and process.

thebigteam spent significant time researching their existing processes using input from all the Global Regional Teams and time in European, US and UK Retailers. Visioning and detailed mapping workshops were run with SMEs from both within JLR and their retail network. Beyond JLR, the team investigated ‘best’ practice within the industry and beyond.

To support the engagement of stakeholders a variety of media was used to engage, motivate and inspire, this included video, dialogue posters, big pictures and large landscape process models.

The output of the work was a global vision for how JLR would support their global retailers, a roadmap for its realisation and detailed process definition of the aftersales retailer process.

thebigteam have extensive knowledge of leading practices in the automotive retailer aftersales space captured from across the UK, Europe and the US.