Case Study | March 10, 2022

Delivering an omni-channel experience to drive customer satisfaction


Automotive retail trends and customer dynamics are changing with far more of the experience now taking place online – between 85-95% of all automotive customer journeys start online.

Inchcape’s Digital Experience Platform (DXP) is our omni-channel customer and dealer platform, providing access to our full range of products and services, from first search and comparison through to aftersales care.

Since the start of 2021 we have rapidly deployed DXP, building from one market and OEM at the start of the year (with Subaru in Australia, where we developed the platform) to our position by December: live in 27 markets with 11 OEM partners.

It enables any combination of digital, in-person or blended interactions from fully online purchase with contactless delivery to combining online reservation with test drives and pickup in-store. This delivers a truly omni-channel experience for both our customers and our dealer staff.

DXP is globally scalable – a factor that is critical to its success.