Chapter 11 end to end dXp Case study Business process improvements: • The digital platform should reduce the overall time needed to gather all needed information. • Seamlessly integrate the platform with various back-end systems and services. • Improve sales cycle time. • Improve sales process and service tracking processes. Improved information management: • Improve the quality of lead/opportunity data and revenue recognition data. • Improve integration with the order and service management system. • Optimize business processes related to sales, service, marketing, and CRM. Improved customer satisfaction: • Improve the customer experience by providing a seamless sales and service experience across all channels. • Improve the dealer experience and productivity. Scalable and robust platform: • Develop a modern platform capable of scaling to future demands and scale for increased dealer operations. Architecting the Next-Generation Dealer platform This section looks at various phases of architecting the next-generation dealer digital platform. Pain Point Analysis in Current Systems and Processes The first step in the digital transformation of the dealer platform is to identify all the challenges and pain points with the existing system, as detailed in Table 11-1. 300