Change and Transformation in the Private Sector
In a highly disrupted and challenging automotive market, Volvo’s ambition is to become the fastest-growing direct-to-consumer premium brand, by fundamentally changing how Volvo Cars engages with its customers, offering simple and flexible mobility options. At its heart is Volvo Care: a modern, personalised experience that aims to give customers a high-quality, seamless and distinctive blend of product and service experiences.
Although Volvo Cars had an ambitious plan to put customer relationships at the centre of its direct-to-consumer growth strategy, it lacked a shared vision of how to achieve that through Care. With historically fragmented Care solutions across markets, it also needed the capability and scalability to bring all markets on the same platform in a practical way.
Volvo’s leadership asked PwC to help them realise their transformation ambitions. They worked collaboratively to enhance the Global Care platform, focusing on Volvo Care Agents and their ability to deliver consistent and seamless customer experiences in 26 important markets, ultimately supporting Volvo Cars’ brand promise of providing freedom to move in a personal, sustainable and safe way.
The teams focused on four key objectives. First, they rapidly co-created a shared vision and roadmap for Volvo Care, to create team alignment and satisfaction. Second, they shifted the culture to become ‘one global team’, to empower change and scale in both teams and digital capabilities. Third, end users became central to digital product and service design. And fourth, they reduced scaling risk, by reinforcing the technology platform and data that underpin Volvo Care.
The programme looked at customer experiences throughout their entire journey with Volvo, from becoming aware of the brand, to enjoying their car. Within that, Volvo Care was the focus of PwCs human-centred design method – including their leading design-thinking toolkit – to help customers and employees identify the main areas for improvement.
PwC’s energetic approach brought a new sense of pace, dynamism and user-focus to help Volvo boost its team performance and sense of personal growth to an all time high. PwC successfully delivered on the four key objectives in under 12 months. A clear Volvo Care Vision & Standards framework guided service design and delivery across Volvo’s markets globally, supported by user-led business requirements, a coherent Salesforce capability map, and detailed roadmaps for markets, customers and employees.
Volvo Care teams now actively champion and embody user-centric design, and are equipped with essential technical, service design and user-research skills. They have adopted improved working practices and are working off a strong foundation – an ambitious shared Care roadmap that not only addresses user issues, but also paints an exciting, bold and innovative future for Volvo Care as a leader in direct-to-consumer service innovation. All of this is down to the endless innovation and leading practice design the programme team has provided, to inspire and ensure Volvo Care has the best service roadmap in the sector. The enhanced Care product is running live across all its key markets.
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