Driving Readiness for a Direct-to-Consumer Model
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.
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
Evolved Solution
Evolved Solution
A blended learning onboarding programme
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:
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 shift required employees to quickly understand and embrace new systems, tools, and KPIs while overcoming resistance to change within the network.
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:
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:
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.
The onboarding program provided employees with clear, structured guidance that adapted to real-time business updates, ensuring they remained informed and confident in their roles.
Designed with a core framework that could be tailored for different markets, the solution ensured consistency while allowing for localisation, making it a sustainable long-term approach.
Beyond initial onboarding, the programme included on-demand resources, toolkits, and role-specific guidance, ensuring employees could continue to build competence and apply learning in real-time.
Managers were equipped with structured support and coaching tools to reinforce learning, guide their teams, and embed new behaviours across the organisation.
Evolved Automotive Learning is a trading name of Evolved Business Support Ltd.