Case Study
Improvement in Dealer Engagement and Motivation
Increase in Sales Performance
Reduction in Administrative Workload
A global automotive manufacturer with an extensive network of dealerships responsible for sales, service, and product support. The company’s success depended on the consistent performance of its dealers, who served as the face of the brand, maintained customer relationships, ensured high service quality, and drove product adoption across regions. Tracking and managing dealer performance was crucial to achieving sales targets, maintaining customer satisfaction, and growing market share.
The company faced significant challenges in accurately tracking and managing dealer performance due to outdated, fragmented systems:
Inconsistent KPI Tracking: Tracking KPIs across sales, service, and marketing functions was inconsistent, resulting in unreliable dealer performance reports.
Delayed Reporting and Incentive Calculation: Manual data entry and calculations delayed reporting, reducing transparency and discouraging dealer engagement.
Limited Real-Time Visibility: Managers lacked real-time visibility into dealer rankings and performance trends, making proactive strategy adjustments difficult.
No Centralized System for Regional Comparisons: The absence of a centralized platform made it challenging to track and compare KPIs across regions and product categories, impacting strategic decisions.
These issues caused a disconnect between dealer performance and rewards, leading to dealer dissatisfaction and lower engagement levels.
Minuscule Technologies implemented a Salesforce-based dealer performance tracking system, featuring customized KPI dashboards, automated incentive calculations, and a balanced scorecard framework. This solution enabled the company to seamlessly track, monitor, and optimize dealer performance, enhancing transparency and engagement. Key Components of the Solution:
Automated Balanced Scorecard for KPI Monitoring: Minuscule configured Salesforce to track dealer performance across multiple KPIs, including sales, customer satisfaction scores, service quality, and marketing effectiveness. The system calculated a composite score for each dealer using a balanced scorecard approach, encouraging dealers to focus not only on sales but also on service quality and customer satisfaction. Performance data was updated in real time, allowing managers to monitor trends and identify issues proactively.
Automated Incentive Program Management: Salesforce was configured to calculate dealer incentives automatically based on performance metrics. Dealers were assigned tier-based incentives, with bonuses for exceeding specific targets, such as achieving high customer satisfaction scores. Incentives were tracked and distributed in real time, increasing transparency and motivating dealers to maintain high performance.
Real-Time Dashboards and Alerts for Managers: Salesforce dashboards provided real-time visibility into dealer performance, with key metrics like sales volume, service quality, and customer engagement. Automated alerts were triggered if a dealer’s performance dropped below a set threshold, enabling managers to intervene and offer support proactively.
Dealer Portal for Performance Visibility: Minuscule implemented a self-service portal within Salesforce, allowing dealers to view their performance rankings, sales progress, and incentive eligibility in real time. This visibility increased accountability and motivated dealers to improve performance.
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The automated incentive program increased dealer motivation, resulting in higher engagement and better performance. Dealers appreciated the transparency and timeliness of incentive distribution, leading to stronger relationships with the manufacturer.
With real-time visibility into their progress and ranking, dealers were more proactive in meeting sales targets and improving service quality, resulting in a 15% increase in overall sales. The balanced scorecard approach ensured that dealers prioritized customer satisfaction and service alongside sales volume.
Automating KPI tracking and incentive management reduced the administrative workload on managers and support teams by 30%, allowing them to focus on strategic planning and dealer development.
Managers gained real-time insights into dealer performance across regions and product categories, enabling a 20% faster response to underperforming dealers and optimizing resource allocation.
The dealer performance tracking system developed by Minuscule Technologies transformed the company’s ability to manage, monitor, and optimize dealer operations. The automated KPI tracking and balanced scorecard ensured that all aspects of dealer performance—from sales and marketing to service and customer satisfaction—were measured accurately and fairly, aligning dealer priorities with company goals.
The incentive program, driven by real-time performance metrics, motivated dealers to exceed targets and maintain high standards of customer service. The self-service portal empowered dealers by providing direct access to performance data, fostering a culture of accountability and continuous improvement.
These improvements increased dealer engagement and allowed the company to scale operations efficiently. Managers could now monitor dealer performance in real-time, enabling a 20% faster response to underperforming dealers and effective resource allocation. The system positioned the company to respond proactively to market changes, ensuring dealership performance aligned with customer expectations and business growth.
