Fostering Collaboration, Ending Silos
Fostering Collaboration to Deliver a Seamless Omnichannel Experience
In an omnichannel world, customer experience is no longer delivered by a single team or channel, it’s the result of multiple people, platforms, and processes working in harmony. At PHM, we help automotive organisations foster the collaborative relationships needed to deliver a seamless, consistent experience across every touchpoint.
Whether it’s aligning OEMs with dealer networks, connecting digital and physical channels, or improving communication between sales, service, and support teams, we focus on building the trust, clarity, and shared purpose that underpin great customer experiences.
Why Collaboration is Critical:
Omnichannel Complexity
As customers move fluidly between online and offline channels, internal silos can create friction. Collaboration ensures the experience feels joined-up, not disjointed.
Shared Ownership of CX
Customer experience isn’t the responsibility of one team, it’s everyone’s job. We help embed a culture where all functions understand their role in delivering brand consistency.
Cross-Functional Alignment
From marketing and product to aftersales and field teams, we help break down barriers and build shared understanding so that everyone is working toward the same customer promise.
OEM–NSC–Retailer Integration
We support initiatives that align goals, language, and behaviours across the value chain ensuring the customer experience is consistent, regardless of where it happens.
How We Help:
Customer Journey Mapping and Alignment
We analyse the full customer journey to identify inconsistencies and opportunities ensuring every touchpoint supports a unified experience.
Cross-Stakeholder Collaboration
We bring OEMs, NSCs, and retailers together to map journeys, identify friction points and solutions, co-create shared standards, language, and behaviours enabling consistency without stifling local flexibility.
CX Standards and Playbooks
We develop clear, actionable guidelines that define what great looks like from enquiry to ownership and beyond.
Communication and Engagement Tools
We design internal campaigns and toolkits that build awareness, alignment, and shared accountability for customer experience.
Learning That Connects Teams
We create learning experiences that encourage empathy, collaboration, and systems thinking, helping teams see the bigger picture and their role within it.
Leadership Enablement
We work with leaders to model collaborative behaviours and create the conditions for open communication, trust, and joint problem-solving.
Brand Integrity at Scale
We ensure your brand values are reflected not just in marketing, but in every customer interaction from the first click to the final handshake