Wholesale Model to Agency

Driving Readiness for a Direct-to-Consumer Model

Driving Readiness for a Direct-to-Consumer Model in a Global Automotive Brand

Client Background:

A leading global automotive brand was fundamentally shifting from a wholesale to a direct-to-consumer (DTC) business model, requiring a complete transformation in how retailer employees operated. As part of their global retailer transformation programme, the client needed a structured onboarding programme to help teams transition from a traditional sales approach to a new agency model.

This change required a global learning solution that would prepare employees across multiple markets to succeed in their new roles while maintaining a consistent customer experience and operational efficiency.

Step 01

Client Snapshot

Client Snapshot

Retailer Academy of a global automotive brand

Step 02

Business Challenge​

Business Challenge

Transition from wholesale model to direct-to-consumer model

Step 03

Evolved Solution

Evolved Solution

A blended learning onboarding programme

The Challenge

The transition to a direct-to-consumer model was a significant operational and cultural shift for the client’s retailer employees. However, the scale and complexity of this transformation meant that processes and systems were still evolving while training was being developed. This presented several critical challenges:

Mindset Shift

Employees had to move from a transactional sales approach to acting as brand agents, guiding customers through a seamless, omnichannel experience rather than directly selling vehicles.

The training had to be scalable and adaptable across multiple markets, ensuring a consistent global standard while allowing for regional differences when future markets adopted this model.
As the transformation was being finalised in real time, key processes, systems, and role expectations frequently changed. This required extreme agility, close collaboration, and pragmatic problem-solving to ensure the training remained relevant and effective.
With the launch of the new model imminent, the onboarding program needed to be delivered quickly without compromising quality. This meant we had to be highly consultative, working alongside stakeholders to course-correct quickly.

The shift required employees to quickly understand and embrace new systems, tools, and KPIs while overcoming resistance to change within the network.

Our Approach

Evolved designed a comprehensive, flexible, and scalable learning solution to support retailer employees and National Sales Companies (NSCs) through this transition. Given the fast-paced and evolving nature of the project, we adopted an agile and consultative approach, ensuring training remained aligned with changing systems, processes, and business priorities.

Our key strategies included:

Rapid Adaptation & Collaboration

We worked in lockstep with the client’s teams, frequently updating content in response to live operational changes to ensure that training remained accurate and relevant.
Since processes were still being finalised, we designed a modular, iterative learning approach, allowing quick updates and on-the-job learning.
We actively engaged with stakeholders, identifying practical solutions to keep training on track despite shifting requirements.
Digital modules, toolkits, and workshops were structured to be adaptable, ensuring smooth integration across different markets and job roles.

The Solution

To ensure employees were fully prepared for the transition to the new business model, we designed a comprehensive onboarding experience that provided clarity, confidence, and consistency across the organisation.

At the heart of the solution was a digital-first, blended learning approach that combined structured training with practical toolkits, operational guidance, and ongoing support. This ensured that employees could quickly adapt to new ways of working while accessing on-demand resources to reinforce their learning in real time.

The key to success was ensuring that:

Clear Roles And Responsibilities

Employees understood their new roles and responsibilities within the evolving model.

Managers were equipped to guide their teams through the transformation with the right resources and structured support.

Learning was embedded in daily operations, with intuitive, just-in-time tools that helped teams apply their knowledge in practice.

Employees had access to clear, structured guidance on systems, processes, and customer interactions, ensuring a smooth transition.

By combining interactive digital learning, structured onboarding pathways, and practical toolkits, we created a solution that was scalable and adaptable across multiple markets and provided employees with the confidence and knowledge they needed to succeed in the new operating model.

Our Service

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