Kia Retail Madrid success story

At dealerBest, we know that in a sector as competitive as the automotive industry, every minute counts.

Managing files, coordinating departments and keeping profitability under control can be a challenge when working with limited tools.

That was the starting point for KIA Retail Madrid, an official KIA dealership in the Madrid region, before making the leap with Papel Cero, the digitalisation solution developed by dealerBest.

Raúl Fernández, commercial director of KIA Retail Madrid, tells us in an interview format how his team has experienced this digital transformation process: from the limitations of the previous tool to the agility, customisation and control they now enjoy thanks to Papel Cero.

What solution did you use before Papel Cero and what problems did you encounter on a day-to-day basis?

Previously, we used another application from another developer. It was similar in how it worked, but it had quite a few limitations that prevented us from having absolute control over the procedures of the files on a day-to-day basis.

What made you take the step towards Papel Cero? What did you urgently need to resolve?

The decision we made to change providers was mainly due to the Papel Cero offering.

From having its more personalised reports of the data we needed to extract, precisely regarding the profitability of the files and various criteria, and above all, it adapted exactly to our way of working and we could change different aspects so that it would adapt to our working method.

What objectives did you have with this digital transformation? Did you want to gain agility, save time, integrate tools…?

Above all, what we wanted to change and improve with this new provider was to get rid of many manual mechanics of internal emails between us, of tasks that are totally automatable and that the Papel Cero tool offers us the possibility of doing by itself.

How was the implementation process? What would you highlight about the DealerBest team along the way?

The implementation process was really easy.

We had personalised help from two people from dealerBest who followed us at all times, made the process completely tailored to us and accompanied us through all the changes we requested… and, honestly, it was really comfortable.

How did the teams adapt to the new system? Would you say it was an easy transition?

With the teams, since they came from a previous transition that was more difficult, which was traditional paper, from physical files to digital format. This second time has been somewhat simpler.

Their environment has made it much more intuitive than the previous program and with prior experience, it has really been quite simple.

In which internal processes have you noticed a real improvement since you started using Papel Cero? And in coordination between departments?

Well, the improvements we notice, apart from the fact that we can customise the alerts between the changes in file status that the program automates, also the economic information, we see it much more similar to how we normally work: we form a template with our own scheme and it is much easier for any salesperson who is used to using it.

What tools have you connected with Papel Cero (such as your CRM or DMS)? How has that integration worked?

Initially, our main DMS, which is Cars, which is the system we work with at a commercial level to provide prices, we are only capturing the order and transforming economic data, but we are working towards having a total integration and for the Papel Cero program itself to read from our program, which we are in the process of doing.

Later, also in the administration and aftersales part, we are trying to integrate their DMS program, so in time we will manage to have all systems integrated.

What indicators or results show you that the decision was the right one?

Mainly because the teams, although there are people who are very resistant to change, the resistance was overcome in a very short time and within a month, we are operating at full capacity with them.

That is what I value most, that within a month, I don't have any part of the team that isn't fully under control.

What value do you think this solution brings to other dealerships in the sector?

As the main value, there is absolute control, especially for those responsible for sales, aftersales and administration.

Monitoring any file in any state, being able to consult it and speed up any procedure, with a click on your own screen without having to ask anyone or pick up the phone.

What would you say to a dealership that is still hesitating about digitalising this process? Do you see Papel Cero as a key piece in your digital future?

I believe that today, digitalisation is not just important, it is mandatory.

I mean, you have to be digitalised, apart from the savings in paper and the expense on other elements, such as the time you spend making photocopies, including it in a bulletin that can get lost in physical storage…

This brings enormous value just for the storage that you have on your own screen and that the control, above all, as I said before, means you can review files without having to consult more external sources.

How would you like this product to scale across the entire KIA network?

Initially, for me, it is a product that I find very useful, that any colleague of mine from another dealership, well, I prescribe it and recommend it because it makes your life easier – that's what systems are about, making your day-to-day simpler and more precise.

What you are gaining: effectiveness, precision and gaining time for other things, which is what those of us who manage a sales team especially need time to analyse and not to be in the day-to-day processing of files.

The KIA Retail Madrid case demonstrates that digitalising processes is not just about modernising, but about gaining control, saving time and improving the profitability of each file.

You can watch the full interview on our YouTube channel:

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