4×
Faster vehicle handover process
0
Paper forms at point of handover
92%
Customer satisfaction (CSAT) score
200+
Showroom outlets digitised
Overview
Transforming a paper-first dealer network into a fully digital sales machine
One of India's largest passenger vehicle dealer groups — operating 200+ showrooms across 18 states — was running its entire sales and handover process on paper. Walk-in registers, manual test drive logs, handwritten proforma invoices, physical PDI checklists, and ink-signed handover certificates meant every customer touchpoint was slow, error-prone, and impossible to audit centrally.
Feqma was engaged to redesign this end-to-end — replacing every paper form, clipboard, and manual step with a connected digital platform that worked across the dealer's existing infrastructure without requiring a DMS replacement.
The Challenge
200 outlets. 18 states. Zero digital continuity.
"We had no visibility into what was happening at our showrooms in real time. A customer could walk in, sit for two hours, and leave — and we'd find out three days later when someone manually updated a spreadsheet. We needed a system that worked for our frontline staff first, not just the reporting team."
The core problems Feqma was brought in to solve were sprawling in scope: walk-in data was captured on paper registers with no standardisation; test drives were logged manually with no customer consent trail; proforma invoices were handwritten and prone to calculation errors; PDI (pre-delivery inspection) checklists had no digital record; and vehicle handover involved physical documents that customers often didn't receive copies of.
The added complexity: the dealer network ran three different DMS platforms across its outlets, and any new solution had to integrate with all three — without forcing a system migration that would disrupt ongoing operations.
OUR SOLUTION
A unified paperless platform, built for frontline sales teams
Feqma designed a mobile-first, tablet-optimised sales platform that digitised every customer touchpoint from walk-in to handover — connected in real time to a central dashboard accessible to dealer principals, OEM regional managers, and the corporate team.
01
Digital Walk-In Registration & Lead Capture
Replaced paper walk-in registers with a tablet-based customer registration screen. Instant deduplication against the CRM prevented duplicate leads. Sales advisor assignment, source tagging, and model interest captured at entry.
02
Digital Test Drive Booking & Consent Management
Test drive scheduling with slot management, vehicle assignment, and digital consent capture including OTP-verified customer sign-off. DL verification integrated with a government API for compliance. Automatic follow-up triggers post drive.
03
Dynamic Digital Proforma & Booking
A rules-engine-driven digital proforma pulled live pricing, scheme data, accessories, and finance offers — eliminating manual calculation errors. Token amounts captured via integrated payment gateway with auto-generated receipts.
04
PDI Checklist & Yard Management
Pre-Delivery Inspection checklists digitised with photo capture, technician sign-off, and defect flagging. Vehicles tracked through yard with VIN-linked status — from goods receipt to PDI-cleared to ready for delivery.
05
e-Handover Certificate & Customer Kit
The handover ceremony digitised — with a structured checklist, customer acknowledgment via OTP-verified e-sign, photo documentation of vehicle delivery, and an instant digital delivery kit (insurance copy, warranty card, invoice) sent to the customer’s WhatsApp and email.
Live Dealer Principal Dashboard
Real-time funnel visibility — walk-ins, test drives, bookings, pending deliveries — updated every 60 seconds across all outlets.
Triple DMS Integration
Bi-directional sync with three incumbent DMS platforms via REST APIs — no data re-entry, no migration required.
Offline-First Architecture
Forms and workflows functional without internet — data synced automatically when connectivity restored. Critical for Tier 3 showrooms.
Role-Based Access Control
Granular permissions for Sales Advisors, Team Leaders, Dealer Principals, and OEM Regional Managers — each with a tailored view.
TECHNOLOGY
Built for scale and resilience
The platform was architected as a cloud-native, microservices-based system — enabling independent scaling of high-traffic modules (like walk-in capture during month-end sales peaks) without affecting the rest of the application.
RESULTS
Measured outcomes at 90 days post-launch
Metric Name | Before Value | After Value | Change Text |
|---|---|---|---|
Vehicle handover time | ~90 minutes | 22 min | 4x faster |
Walk-in data capture rate | ~62% (paper) | 99.1% | 37pp |
Test drive consent compliance | ~40% | 100% | Fully compliant |
Proforma invoice errors | ~8% of deals | 0.2% | 97.5% |
Customer CSAT (post-delivery) | 74% | 92% | 18pp |
Outlets live on platform | 0 | 214 | 100% rollout |
"
Feqma didn't just build us an app — they genuinely understood the chaos of a multi-state dealer operation. The rollout was the smoothest technology deployment we've done in 15 years. Our frontline staff adopted it because it actually made their job easier, not harder.
Head of Sales Operations
Pan-India Passenger Vehicle Dealer Group
Project Details
Geography
Pan-India, 18 states
Outlets
214 showrooms
Vehicle segment
Passenger Vehicles
Client type
Dealer Group
Project duration
14 months (build + rollout)
Rollout time
6 months for 214 outlets
Year
2023
Modules Delivered
Customer Lifecycle & Loyalty Engine
Workshop & Job Card Management
Digital Sales Journey & e-Handover
Technologies Used
Domains & Platform
Domain
Automotive Technology
Platform
Sales & Aftersales Paperless Platform
More from Sales & Aftersales
Paperless Service Bay & Job Card Platform for Tier-1 OEM
Tier-1 Two-Wheeler OEM, India · 2024
Customer Lifecycle & Loyalty
Loyalty & Retention Engine for Premium Car Brand's Customer Base
Premium Passenger Vehicle Brand · 2023
Digital Sales Journey
Direct-to-Customer Digital Sales Flow for EV Startup
Electric Two-Wheeler Startup, India · 2024