Paper
The vehicle selling process is a paper-intensive exercise. However, advances in technology are making it possible for the process to become more automated with less need for paper, while still meeting regulatory requirements and customer needs.
What we are doing
Before the advent of COVID-19, we were already automating some finance and insurance processes, such as emailed customer statements, electronic storage of statements and digital signatures. An example is Renault Virtual, which aims to deliver a complete online flow of processes from marketing and customer interaction to the transfer of documents digitally between stakeholders. Financial Services is digitising various processes and using artificial intelligence to align digital platforms and leverage data, thereby enhancing the customer journey.
In Aftermarket Parts, a major project is underway to implement an integrated enterprise resource planning system, scheduled for completion in F2022. The single operating and trading platform replaces three legacy systems. It will streamline our parts business, provide real-time data and reduce complexity, resulting in a less paper intensive environment.
To reduce paper consumption requires behaviour change. Internal engagement aims to encourage our people to print on a 'needs only' basis and to store their documents electronically, as far as possible. User ID on modern printers assists targeted engagement with employees identified as heavy users of paper.
As part of managing our responsibilities relating to the Protection of Personal Information Act, we are encouraging the use of online platforms or paperless solutions.
We are investigating how to potentially introduce a consistent monitoring measure to understand how much paper is used across the Group. In smaller operations, we have already piloted monitoring measures and started introducing reduction targets.
2021 performance and looking forward
Business specific initiatives and highlights
- Kia and Renault will reignite the paperless deal file systems project, which was suspended during the COVID-19 crisis.
- Car Rental will use the customer web portal to provide customers with electronic invoices and statements to reduce paper consumption.
- Mercedes Commercials introduced electronic vehicle health checks in all sites (in place for 15 months) and electronic clocking for technicians (using their own tablet). The next phase is to implement electronic job cards and write-ups as part of a Mercedes-Benz pilot project.
- We are targeting a 5% reduction in paper consumption over the medium term.