How a dealership network turned frontline employees into its most powerful innovation engine

Client:
Dealership Network (Auto Retail)
Sector:
Auto Retail / Dealership Network
Country:
Puerto Rico

Objective:

Reignite employee motivation, surface high-value ideas, and create a structured path to innovation across the organization.

Innovation was happening informally, but it was getting lost. Employees across the network had strong, practical ideas to improve customer experience and internal operations—yet there was no structured way to capture them, evaluate them, or move them into action. Over time, motivation around CX improvement and innovation slowed down, and the flow of new ideas came to a halt.

Challenge

Create a clear, scalable innovation process that empowers employees, unlocks frontline insights, and turns ideas into operational and customer experience improvements.

Our Human-Centered Approach

We designed and facilitated a large-scale innovation event that brought together 300 employees across the dealership network to reignite motivation, give everyone a voice, and build shared ownership of the organization’s future. Through a highly engaging, team-based experience, employees:

Shared ideas openly

Evaluated and prioritized them collaboratively

Developed the most promising ideas into actionable concepts

Results and Impact

In a single event, the organization surfaced 66 new ideas across sales, service, customer experience, and operations.

Following the event, the organization commercialized 6 new ideas in the first year, improving efficiency and customer engagement by 12%.

Launched 10 additional ideas in the second year, expanding impact across multiple branches.

A renewed culture of collaboration and empowerment

Solutions directly informed by frontline insights

Increased productivity driven by employee-led innovation

Stronger alignment between leadership goals and daily operations