Integrating legacy systems often required complex, custom-built solutions to address compatibility issues, involving extended development cycles and extensive technical expertise. These required data warehousing solutions involving multiple ETLs (Extract, Transform and Load) to migrate and sync data before it could be put into a usable structure. Even with such complex integrations, the availability and integrity of real-time data used to be a challenge as most of such integrations offer batch processing of data.
Head, Cars24 Arabia
CARS24 has done system integrations with various channel partners across the ecosystem to ensure they are tracking the customer journey right from the first point of contact with the acquisition channel to the final touch point of taking delivery of a car and beyond to offer after-sales services. These digital integrations have been engineered in their system to ensure a seamless car buying experience for customers.
The adoption of digital platforms, automation, clouds, AI and ML has reshaped the systems integration landscape and created numerous opportunities for channel partners to add considerable value throughout the ecosystem. Channel partners can help in enhancing decision-making via AL and ML capabilities, reduce manual effort by workflow automation tools, create tailored ML recommendation engines to enable businesses to better understand the needs of their customers, and custom AI models to offer more convenience to users via NLP or image recognition-based solutions.
CARS24 has developed numerous in-house cloud, AI, and ML solutions to facilitate two-way data exchange with their channel partners. This approach ensures efficient resource utilization and maximizes value throughout the ecosystem. For example, they evaluate user preferences and intent during their initial interactions with the platform and continuously share this data with CRM partners to ensure further communications are custom-tailored to meet user needs. This data exchange extends to other partners as well, optimizing user targeting and enhancing conversion rates.
The main challenge for channel partners to provide SI services is the rapid evolution of technologies that require channel partners to constantly upskill and train their resources. These new technologies require specialized skill set, and acquiring and retaining such expertise is always a challenge. The investment required in building these capabilities can be very high and needs to be carefully evaluated while planning to offer such services.
Ongoing innovation and the introduction of new value propositions are crucial to prevent clients from switching providers. Moreover, there is always an issue of data privacy involved in a real-time exchange of data across platforms. CARS24 has implemented various mechanisms in their internal systems to avoid the exchange of any private information pertaining to its users.
CARS24 has made significant investments in its Data Science and technology teams to ensure that solutions continuously evolve with rapidly advancing technologies.
The modern-day SI services require a unique blend of technical, business and strategic skills. Channel partners must cultivate these abilities within their data and product teams to design adaptable solutions tailored to their clients’ needs. Knowledge of statistical analysis and feature engineering to support AI and ML projects, familiarity with DevOps tools, expertise in relational and NoSQL databases, expertise in API creation and deployment, and understanding of UX and UI design principles are some of the core technical skills that are necessary.
Although technical skills are central to SI services, strong business acumen is also crucial. This includes understanding clients’ objectives, customising solutions to meet their needs, and managing relationships to minimize resistance towards organizational change.
CARS24 has a global Product, Data and Tech team working in close coordination to ensure these skills are leveraged across functions. This central capability allows them to continuously learn from the evolving skill set in different geographies and provide growth opportunities for their employees.