Work 05 / 08 Automotive | Dealer group · Spain
KIA Marcos
When you're buying a car, your point of contact isn't a system. It's a person. We mapped the entire buying journey to make that relationship easier at every step.
- Client
- KIA Marcos Automoción
- Place
- Quart de Poblet, Valencia
- What
- Customer-journey audit, digital contact cards, test-drive bookings and a proposed order email
- Status
- Digital cards and test-drive booking live; other steps in development
Under construction
01The gap
Good personal service. Too much friction around it.
Marcos Automoción sells KIA in Quart de Poblet, near Valencia. We followed the customer journey through a real purchase. From the first contact to collecting the keys, the buyer kept coming back to the same person: their sales rep. The personal attention was there. Some of the things around it could work better. Contact details arrived as a photo of a paper business card, difficult to read on a phone. The offer came in a dense, unbranded email with a PDF attached. Delivery was arranged through friendly WhatsApp messages, without a structured confirmation. None of these was a big problem on its own. Together, they showed us where a few simple tools could help.
Small things, each of them. But between visits, the rep is the dealership.
02The cost of friction
A good sales rep shouldn't have to compensate for every awkward handoff.
A business card that takes a pinch and zoom. An offer email that prompts another question. A delivery date tucked inside a chat. None of them is a disaster. Together, they add avoidable work around a good customer relationship.
03The fix
We put the rep at the centre of the plan, then started with the tools customers would use first.
We mapped seven touchpoints, from first contact to review, using a real car purchase as our starting point. Two sales reps now have their own digital cards, in Spanish, Valencian and English. Customers can call, use WhatsApp, email, save the contact, find the dealership or request a test drive with their preferred model, date and time. The rep sends the day-before reminder. We've also designed a clearer order email, signed by the rep, which hasn't been adopted yet. Paperwork and delivery are next. The aim isn't to replace the CRM or the human relationship. It's to make that relationship easier to maintain.
- First contact One contact card: call, WhatsApp, email, directions and hoursLive
- Test drive Booking from the card; reminder sent by the repLive
- Offer and order Clearer order-confirmation email, signed by the repDesigned
- Paperwork and dates Clear next steps, sent by the repNext
- Delivery A handover worth rememberingNext
- Service Workshop contact on the same cardLive
- Review One-tap Google review on the cardLive
04The difference
The rep was already the person customers turned to. Now the card makes that connection easier to use.
The first thing a customer gets from their rep is now a card they can read, tap and save, with a test drive one tap away.
Still being built. The reps' cards are live with their customers; the rest of the journey comes next.
05Try it
Try the demo card.
Our own card, built with the same tool. The reps' cards stay with their customers.
06I want one
A team that meets customers in person?
Service
Build the fix.
Digital contact cards, booking requests, information capture and clearer confirmation emails. Built around how your business works, not the other way around.
Ask for a cardNot sure what's stuck?
Find the friction.
Where are customers getting stuck? What makes the team work harder than it should? We look at the journey and the process behind it, then work out what's actually worth fixing.
Tell us your problem