Revvable CRM for powersports dealerships
Overview
Revvable, an emerging startup at its early stage, is dedicated to transforming the powersports dealership sector through innovative software solutions. In March 2022, I became the second designer and the 12th member of the Revvable team. At the outset, the company had a singular product, Deal Accelerator, designed to digitize the vehicle selling process—an area predominantly reliant on paper within most dealerships. Presently, my focus extends to developing a range of products for our comprehensive suite, encompassing Point of Sale (POS), Customer Relationship Management (CRM), and employee management tools.
Problem
Currently, powersports dealers grapple with the challenge of using an average of six different tools to manage various aspects of their business. These tools include those for customer data management, capturing financing information, and overseeing the sales pipeline. Interestingly, smaller shops in some cases continue to operate without the integration of tech solutions. This practice often results in inadequate customer record-keeping, suboptimal sales history records, and limited insights into customers' past purchases. To address these issues, powersports dealers urgently need a unified solution that facilitates efficient customer data capture, creates sales opportunities, monitors customer activity and communication, and seamlessly tracks opportunities through each phase of the sales pipeline—from initiation to completion.
Solution
To address the challenges faced by powersports dealers, we propose a comprehensive solution: a unified platform that consolidates customer data management, financing information capture, and sales pipeline oversight. This user-centric solution aims to streamline processes for dealers, providing an integrated and efficient system. By implementing this solution, we aim to empower dealers with a seamless, end-to-end experience, enhancing record-keeping, and providing deeper insights into customer history.
Research
Gaining valuable insights from Revvable's sales team, a group primarily composed of individuals with dealership or powersports industry backgrounds, involved engaging with team members possessing dealership experience. This process included reviewing recorded demos and sales pitches.
Sales Team Insights
To gain firsthand knowledge of dealership operations, I conducted visits to various dealerships in San Francisco and Oakland. These visits aimed to understand their departmental organization and the technology stack, if any, being utilized.
Dealership Visits
Weekly meetings with "advisors" or dealerships, who willingly trialed our software in exchange for participating in regular feedback sessions, were held. These calls involved the CEO, head of product, and myself, providing valuable insights for product improvement.
Advisor Meetings
Insights
Painpoints
Using an average of 6 softwares
More holistic view of the contact
Difficult to keep customer records up to date
Wishlist
Unified place to view all customer interactions
Current tools aren’t catered to the industry
In app payment processing
Lots of time lost doing paperwork
Customizable views
✐
Wireframe
Design Process
🎨
Design
👩💻
Implement
🔁
Iterate
Opportunity management
At the project's inception, I conceptualized the platform with a focus on maximizing opportunities. In this context, an opportunity represents the prospective sale and encompasses details regarding the desired vehicle, trade-in specifications, and preferred loan terms. Traditionally, dealers generate opportunities when a potential buyer visits or reaches out to the dealership in person, necessitating the dealer's presence during this interaction.
Opportunity early design
Opportunity later design
Opportunity Contact management
In response to feedback from some initial users, we discovered a strong desire among dealers to have a more comprehensive view of opportunities integrated with contacts. In light of this insight, I undertook a redesign of the platform's primary page, centering it around individual contacts. This revamped layout incorporates a holistic representation of each contact, encompassing not only their current and past opportunities but also their credit information, activities, and communications. The result is a more interconnected and informative interface that caters to the nuanced needs of dealers and provides a seamless overview of each contact's engagement with the platform.
Credit application
To enhance accessibility and streamline the process, our goal was to empower potential buyers to initiate their opportunities independently, eliminating the need for phone calls or physical visits to the dealership. To achieve this, I devised a credit application that can be seamlessly dispatched directly to interested individuals or embedded on the dealership's website. This innovation allows potential buyers to kickstart their opportunities at their convenience, fostering a more user-friendly and efficient experience.
Traditional applications lengthy and pose a barrier to entry into a dealers system.Users become overwhelmed by the number of required fields and often abandon the form. My approach was to break down the credit application into smaller, manageable steps.
The application captures data incrementally, building a customer profile as users progress through the steps. This ensures that customers get into the dealers system even if they do not complete the credit application. A new contact and opportunity is created as soon as the user completes step 3.
Traditional credit application
Revvable credit application