Why technology can’t fix a broken process

In this episode of Drivetime, Jacqui is joined by Siddharth Kashyap, Consulting Partner at Tata Consultancy Services, to explore the systems, processes and data behind the modern automotive customer journey. Drawing on 15 years in the automotive industry, Siddharth explains why transformation should begin by identifying where the journey breaks, rather than immediately blaming the technology. They discuss the growing problem of “system spaghetti”, including retailer groups navigating around 27 applications across OEM and retail environments. Siddharth stresses that poor processes can’t be fixed by sophisticated technology alone, and why businesses need to address process first, then data, and finally architecture. The conversation also explores why change management is often the greatest hurdle in a transformation programme. Going live is only the beginning. For technology to deliver value, the people using it every day must be involved early, understand what it offers them and see how it removes administrative friction from their roles.

He also introduces his filed patent for an autonomous EV charging solution, designed to combine vehicle data with charger availability, pricing, booking and navigation. Finally, he discusses work to create an orchestration layer that allows OEM and retailer systems to exchange information seamlessly, removing duplicate data entry and simplifying the experience for users.

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