Navistar improves dealer and customer relationships with modernization
Embarked on an enterprise-wide modernization plan to improve operations and grow revenue
Used Pega Warranty to modernize aftersales processes
Improved dealer, supplier, customer, and employee experience
“The Pega-prescribed approach to project implementation allowed us to take what traditionally would have been a major project and break it down into many bite-size MVPs that we could introduce independently, realizing value much sooner than expanding upon these in the next MVPs. ”
The Business Issue
Navistar is a manufacturer of commercial trucks, buses, and diesel engines and operates a network of more than 1,000 dealers around the world.
The organization is currently engaged in two primary strategic initiatives: Navistar 4.0 and Vision 2025. Navistar 4.0 is an all-encompassing approach focused on customer and performance improvement, while Vision 2025 is more specifically focused on collaboration with dealerships.
One particular area of focus has been in the warranty space. The existing Navistar warranty infrastructure was made up of 13 separate legacy systems that were increasingly less flexible, and in many cases, no longer supported by the Navistar IT group. It was essential to modernize, replace, and better integrate these systems.
To modernize the aftermarket services process, Navistar chose Pega because of its solid experience within the automotive sector, specifically within warranty.
In addition, Pega’s prescribed approach to project implementation allowed Navistar to take what traditionally would have been a major project and break it down into many bite-sized minimum loveable products (MLPs) that could be introduced independently.
By modernizing with Pega, Navistar was able to achieve the following results:
- First MLP delivered in eight weeks
- Project became self-funding very early on in the process
- Project paid for itself in the first release
- Dealer and customer ease of doing business was improved
- System and structure in place for reuse and growth in contract sales