Assessment
Capability Mapping
Business capabilities mapped to platform maturity. Identifies where transformation delivers the highest value by comparing current state against target maturity across all after-sales domains.
Why this matters
Capability maturity drives prioritisation. Without a structured view of where the organisation stands versus where it needs to be, investment decisions are based on assumption rather than evidence.
What this informs
Future-state scenario evaluation, workstream sequencing, and value case definition. Each gap maps directly to a potential deliverable.
What remains unresolved
Target maturity for Customer Experience domain not yet validated with commercial stakeholders. Dealer Experience assessment based on limited respondent sample.
Domains
5
Capabilities
20
Critical Gaps
8
Avg Current
2.2
Avg Target
4.4
Service Operations
| Capability | Primary System | Maturity (Current → Target) | Gap |
|---|---|---|---|
| Service booking & scheduling | Dealer Portal | No self-service. Manual dealer coordination. | |
| Technician dispatch | Siebel | Limited real-time visibility. No skill-based routing. | |
| Job cost estimation | SAP + Manual | Estimation relies on technician experience. No AI-assisted pricing. | |
| Service history tracking | SAP / Siebel | Fragmented across systems. No unified vehicle timeline. |
Warranty Management
| Capability | Primary System | Maturity (Current → Target) | Gap |
|---|---|---|---|
| Claims submission | SAP | Manual forms. High rejection rate due to data quality. | |
| Claims adjudication | SAP + Manual | Manual review bottleneck. No AI-assisted triage. | |
| Warranty policy management | SAP | Rigid rule engine. Policy changes require development cycles. | |
| Fraud detection | None | No systematic fraud detection. Reactive, not proactive. |
Parts & Logistics
| Capability | Primary System | Maturity (Current → Target) | Gap |
|---|---|---|---|
| Parts catalogue & search | SAP | Text-based search only. No visual parts identification. | |
| Inventory visibility | SAP | Dealer stock not real-time. Regional warehouse visibility limited. | |
| Order management | SAP | Functional but rigid. Limited self-service for dealers. | |
| Demand forecasting | Manual / Excel | No predictive capability. Seasonal and vehicle-age factors unmodelled. |
Dealer Experience
| Capability | Primary System | Maturity (Current → Target) | Gap |
|---|---|---|---|
| Unified dealer portal | Sitecore | Fragmented across multiple systems. Poor mobile experience. | |
| Performance dashboards | Power BI | Generic reports. No personalised dealer-level insights. | |
| Training & certification | LMS (external) | Disconnected from service operations. No competency tracking. | |
| Communication & alerts | Email / Manual | No centralised notification system. Critical alerts via email. |
Customer Experience
| Capability | Primary System | Maturity (Current → Target) | Gap |
|---|---|---|---|
| Self-service booking | None | No digital self-service. All bookings via dealer phone/email. | |
| Proactive notifications | None | No proactive outreach. Telematics data unused for customer comms. | |
| Service transparency | None | No real-time service status. Customer has no visibility. | |
| Feedback & NPS | Survey tool | Post-service surveys only. No in-journey feedback capture. |
Service Workflow to Platform Relationship
Maps end-to-end service workflows against the platforms that support each step. Highlights handoff points and integration gaps.
DraftBusiness Analyst
Decision Layer
Decisions Supported
ADR-002 (domain boundaries), ADR-003 (composable DXP). Capability gaps inform scenario evaluation criteria.
Dependencies
Depends on current-state validation. Feeds into DEL-002 (Future-State), DEL-005 (Risk Assessment), and value case definition.
Next Actions
Validate Customer Experience target scores. Complete dealer experience respondent coverage. Confirm gap thresholds with stakeholders.
Confidence
Medium-High — four of five domains validated. Customer Experience targets pending commercial input.