Context

Solera Global Data & Content is a global team dedicated to developing solutions streamlining processes for vehicle claims and repair using AI.

Between 2016 and 2019, the global team has the mission to unify all the local solutions acquired by Solera among more than 80 countries.

It was a B2B business where local sales managers played a primary role in recruiting their customers for the visits and going with global stakeholders and researchers to the body shops and insurance companies.

Goals

To validate that the Qapter online suite covers the user’s needs before the rollout understanding the customer's real needs and pains during the pilot period.

• Identifying the issues as room for improvement to build a value proposition for the rollout in each country.
• Identify what tools are used within the stages of a claim's handling workflow.

Additional team goals

• To leverage the relationship between the global and the local stakeholders to facilitate the next steps of the product rollout and its market adoption.
• Training sales managers that were supporting with the recruiting of their customers to talk with them from the curiosity instead of trying to sell the product as they do.

Activities

Several local studies were conducted in person and remotely. Most of them were individual sessions performed by local sales managers trained beforehand to avoid language barriers and in the company of the global researchers.

The techniques were combined. Sessions started with interviews to meet the person. We talked about their teams and workflows and ended up reviewing a concept or a product depending on the product stage.

Collect

Understand

Analyse

Debrief

Spread

Sharing sessions