Where Digital Meets Physical: Transforming Motorshows
Summary
Thailand hosts 2 major automotive trade shows each year; the Motorshow and the MotorExpo. ddx transformed the O2O customer experience for a leading German luxury automaker. Digitising the sales journey significantly improved lead conversion, compliance, and real-time insights.
- 50% increase in lead conversions
- 100% GDPR and PDPA compliance
- Real-time analytics driving booth and product positioning
The Challenge
For automotive companies, the Motorshow and MotorExpo events in Thailand are critical sales opportunities. Historically, the customer journey was unintentionally difficult; it was made up from manual, paper-based lead capturing methods, with ‘prices’ or ‘quotes’ provided on bits of paper, or sent later on via instant message, if the sales personnel remembered.
This created significant friction, poor follow-up, and compliance risks.
- Manual lead capture caused delays and lost opportunities
- Non-compliance with evolving data privacy regulations
- Lack of real-time insights prevented effective, personalised customer engagement
Our Approach
To address these issues, ddx conducted detailed discovery sessions with event and sales teams, identifying critical interaction points and infrastructure needs. This led to the creation of a Digital Sales Kit (DSK); a streamlined, tablet-based tool that allowed sales teams to enhance customer interactions on the spot.
Key components included:
- Digital consent via customer smartphones
- Instant quotations and real-time contract initiation
- Interactive QR codes for engaging, self-driven product exploration
The Results
Implementation of the DSK immediately elevated the customer experience. Customers experienced smooth, personalised interactions, significantly increasing their engagement and trust. Sales teams gained valuable, real-time insights, which allowed agile adjustments during events.
- 50% increase in lead conversions through improved engagement
- Full GDPR and PDPA compliance, enhancing customer trust
- Real-time analytics provided immediate insights, enabling strategic vehicle placements and better booth performance
Challenges & Lessons:
Managing the digital transformation at scale across multiple events involved navigating complexities such as varying event infrastructures, rotating sales teams, and legal considerations.
Key learnings included:
- Pre-event online training and on-site support were crucial
- Flexibility in compliance features, such as optional digital signatures, maintained operational continuity
- Robust offline capability was essential for seamless customer experience
Why ddx:
The client chose ddx because we focused comprehensively on customer experience, compliance, and operational excellence. Our holistic, integrated solution transformed Motorshow and MotorExpo events into refined, customer-centric experiences, empowering sales teams and delighting customers.