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Introduction

In today’s competitive landscape, manufacturers in the automotive, construction equipment, transportation, and powersports industries are under growing pressure to optimize the performance of their franchise dealership networks. A strong network is key to selling and servicing high value products and achieving high levels of customer satisfaction.

Field operations is a critical function in enabling a strong and efficient network to meet ever-changing market dynamics, achieving strong market representation, and driving business results.

For field managers in sales and after-sales operations, the challenge is not just to manage, but to lead transformation. They are expected to act as strategic consultants to dealers, ensure consistent execution of corporate initiatives, and collaborate seamlessly with internal teams.

However, outdated systems and fragmented processes often make these expectations challenging to manage.


The Challenges Field Managers Face Today

As field operations evolve, many field managers are struggling with outdated tools and fragmented processes that do not align with the speed and complexity of today’s business environment. These issues present operational inefficiencies that limit performance and visibility both at the dealer and corporate level.

These inefficiencies are more than just frustrating. They slow down decision-making, hinder performance improvement, and can affect the relationship between field teams and dealers. Solving these challenges requires a fresh look at how field operations are supported across people, processes, and technology.


Modern Approaches to Field Operations

The challenges facing field operations are not happening in isolation; they are unfolding in parallel with significant technological and organizational shifts across industries. To remain effective and competitive, they must adapt to emerging trends that emphasize speed, connectivity, and data-driven decision-making. The following shifts reflect the direction some OEMs are already taking to tackle persistent challenges and position their field teams for long-term success.

  • Digitization of Field Tools and Processes Field operations are becoming increasingly data-intensive, requiring a move away from paper-based, spreadsheet-driven, and disconnected workflows. Modern organizations are replacing fragmented processes with digital platforms that enable real-time data access from internal and external sources, streamlined reporting, and centralized recordkeeping. This transition empowers field teams to spend less time collecting information and more time acting on it.
  • Support for Virtual Engagement Models As virtual meetings and remote dealer engagement become more common, field teams have started using flexible systems that support collaboration regardless of location or platform. Tools that allow for seamless switching between in-person and virtual visits and provide access to the same data and insights in both contexts whether using a desktop, laptop, or smart phone app are critical to maintaining consistent support and performance coaching.
  • Real-Time Performance Monitoring and Analytics Organizations are shifting toward systems that enable field managers to track dealer KPIs in real time. With instant visibility into sales, after-sales performance, and customer satisfaction metrics, field staff can identify issues early, take proactive steps, and tailor dealer action plans based on up-to-date insights.
  • Standardized Reporting and Documentation To ensure consistency across the field, OEMs are introducing standardized templates and structured workflows for contact reporting. These practices not only improve follow-through on dealer action plans but also enhance transparency and support cross-team collaboration at a national or corporate level.
  • Consolidation of Disparate Processes Into Unified Platforms Rather than managing multiple systems for CRM, dashboards, scorecards, reporting, documentation, and follow-up, leading organizations are consolidating these functions into integrated platforms. This reduces IT complexity, improves user adoption, and ensures that data flows seamlessly across teams and systems.
  • Focus on Security and Compliance With increased emphasis on data privacy and information security, field systems must now meet higher standards for IT compliance. Organizations are prioritizing tools that align with enterprise frameworks such as ISO 27001 and TISAX, ensuring data integrity while supporting secure collaboration across internal and external users.
  • Cross-Functional Enablement and Collaboration Field operations are no longer a standalone function; they sit at the center of dealer development, sales and after-sales strategy, and network performance. Forward-thinking organizations are investing in tools and processes that break down silos, improve data sharing, and enable smooth handoffs between teams.

    These trends make it clear that field operations must evolve beyond manual, isolated processes and adopt a digital-first, integrated approach. Those that succeed in doing so will be positioned to improve dealer relationships, enhance operational visibility and performance, and respond with agility to a changing industry landscape.


Conclusion

As OEMs adapt to shifting technologies, evolving customer expectations, and growing operational complexity, it is clear that yesterday’s tools and processes can no longer meet the demands of today’s market. As demands on field operations grow more complex, the need for modern secure systems that leverage data and enhance collaboration are now required to keep pace.

Industry examples of Volkswagen Canada and Kawasaki Motors demonstrate how modernizing field operations can lead to significant improvements in efficiency, consistency, and dealer collaboration. For OEMs planning for the future, this is the moment to take a closer look at how their sales and after-sales field teams work and to consider more connected, data-driven ways to support performance and growth.

Diana Lieu

Diana Lieu

Senior Marketing Associate

Diana is a Senior Marketing Associate at Optimum Info, a global business solutions company providing tailored software solutions for manufacturers to improve franchise network development and after-sales operations. Utilizing her experience in client engagement, Diana strives to create interesting and insightful articles to engage and inform OEMs.

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