The Indian two-wheeler market is one of the largest and most competitive automotive segments in the world, with Bajaj Auto holding a significant market share exceeding 18% domestically. Yet at the dealership level, operational inefficiencies, paper-based customer management, and fragmented after-sales processes continue to limit the customer experience and revenue potential of individual showrooms. This paper presents a comprehensive case study of Mahalaxmi Bajaj Showroom, Pune — a mid-sized authorised Bajaj dealership — examining its transition from conventional manual operations to a fully integrated digital ecosystem. The study analyses four core transformation dimensions: customer relationship management (CRM) digitalisation, inventory and parts management automation, digital marketing adoption, and service-bay workflow optimisation. Using a mixed-methods research approach combining field observation, stakeholder interviews, and quantitative performance data collected over 24 months (2022–2024), the study documents a 43% increase in customer footfall conversion, a 31% reduction in vehicle delivery turnaround time, and a 58% growth in repeat service bookings. The findings offer actionable insights for small and medium automotive dealers navigating the Industry 4.0 transition in Tier-2 and Tier-3 Indian cities.

Snehal Kulkarni, Rahul Deshmukh, Priya Joshi, Aditya Wagh, "Digital Transformation of a Tier-3 Automotive Dealership: A Comprehensive Case Study of Mahalaxmi Bajaj Showroom,Pune, Maharashtra" International Journal of Advanced Multidisciplinary Research and Educational Development, V2(4): Page(160-167) July - August 2026. ISSN: 3107-6513. www.ijamred.com. Published by Scientific and Academic Research Publishing.