A digital screen displaying a truck contract within a purple wireframe border, symbolizing digital contract management at KBC.

Sales & After-Sales | Automotive | Business Intelligence & Data Analysis

Digital contract management provides transparency and control in the service contract operations of a European commercial vehicle manufacturer

Across sales areas and markets, there was a lack of transparency in the service contract business: Customer characteristics in the individual markets were not adequately documented, making it unclear which service contract should be offered to which customer and vehicle. Added to this were market-specific characteristics and challenges that further complicated the situation. This lack of transparency made it considerably more difficult to even initiate and effectively implement targeted measures to increase contract sales, resulting in valuable potential for service contract sales remaining untapped.

As a management consulting firm specializing in digital contract management, KBC conducted a comprehensive analysis for a leading European commercial vehicle manufacturer and, as a key outcome, implemented a BI dashboard—enabling unprecedented digital transparency and data-driven management of the company’s contract business.

Digital Contract Management by the Numbers

Interviews with stakeholders from headquarters, sales areas, and markets

Areas of Action

BI Dashboard

The Customer

Leading European commercial vehicle manufacturer

The customer is a leading European manufacturer of trucks and buses with a global presence and a broad sales network that extends beyond national service centers and partners. The company offers a comprehensive portfolio of service contracts for its vehicle fleets—ranging from maintenance and repair contracts to warranty solutions. The challenge was that the service contract business lacked transparency across different sales areas and markets: Which service contract was the right fit for which customer and which vehicle? Where could sales potential be tapped? And how could targeted measures be implemented to increase penetration rates? These uncertainties meant that the sales of service contracts could not be managed optimally, and valuable upselling opportunities went untapped.

The Project

Digital Contract Management Through Comprehensive Analysis and a BI Dashboard

As a management consulting firm specializing in digital contract management, KBC developed a comprehensive analytical framework aimed at identifying, prioritizing, and evaluating opportunities for optimization in the contract business. Working closely with those responsible for the service contract business, the team first analyzed the current situation as well as the available sales and product data. The project team then conducted structured interviews with relevant stakeholders from headquarters, the sales areas, and individual markets. The questions covered three perspectives: process, customer, and product. They included: How are service contracts currently sold? Which customer needs are being addressed—and which are not? Where are the problems in processing and management?

Based on the analysis, the project team identified several specific areas for action and evaluated them in terms of benefits and implementation barriers. The focus of digital contract management was on developing a BI dashboard for a core market: As a central component and a quick win that could be implemented rapidly, it provided, for the first time, digital transparency regarding customer characteristics, contract portfolios, and sales potential—information that could be directly applied to the day-to-day management of contract business.

Portrait photo of Constantin von Unruh, a manager at Kemény Boehme Consultants (KBC). A man with short, light blond to reddish hair looks into the camera with a friendly smile. He is wearing a dark blazer over a light blue, unbuttoned shirt without a tie, as well as a dark belt; his arms are relaxed at his sides, and he has an upright and natural posture.

This Is How We View Digital Contract Management

For us, digital contract management means viewing contract-related business not as an isolated after-sales process, but as an integral, digitally supported component of the customer relationship. We identify where digital transparency is lacking, what untapped potential exists, and how data-driven management leads to measurable improvements. Our consulting services do not end with the analysis, but continue until the sales team is able to act in a more targeted manner.

Constantin von Unruh, Manager at KBC

The result

Transparency and Control Through Digital Contract Management

At the heart of the results was the newly developed business intelligence dashboard for a core market: For the first time, decision-makers had access to consolidated and digitally processed data on customer characteristics and contract portfolios. This made it possible to manage digital contract management in a targeted, campaign-based manner, rather than acting on the basis of assumptions.

Beyond this central dashboard, the comprehensive analysis provided a holistic view of the company’s service contract business and identified several prioritized areas for action, serving as a sustainable foundation for the ongoing development of digital contract management. This portfolio of measures can be implemented in a targeted manner and extended to other markets.

Constantin von Unruh

Manager

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