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Case Study

One Centralised Platform for Consistent Customer Service

Driving a consistent and simplified customer experience across 52 markets and 16 contact centres​

One Centralised Platform for Consistent Customer Service

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WORLD’S LARGEST MANUFACTURER OF COMMERCIAL VEHICLES

Published

19 Oct 2023

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With over 94 years of history, the company is one of the biggest producers of premium cars and the world’s largest manufacturer of commercial vehicles with a global reach. Its business model focuses on innovative and green technologies as well as on safe and superior automobiles that appeal to and fascinate our customers, making it one of the world’s most successful automotive companies.

Key Challenges

  • Lack of consistent customer services standards around the world – >50 countries and 16 customer contact centres
  • Multiple, dated systems required for customer service providing a sub-optimal employee experience
  • Lack of integrations between locations e.g. contact centres, HQs, Dealerships etc, negatively impacting customer experience and reducing resolution times

Our Solution & Strategies

  • One, single platform for after sales customer care integrating CRM, telephony, data insights and dealer management
  • Single global way of working
  • Improved workflows between locations, for escalations and for task management / assignment e.g. to dealers
  • Automation and reduced clicks
  • Integrated change management and engagement plan for global implementation

Impact & Results

  • 52 markets, 16 call centres and 2500 agents full onboarded
  • Reduction in number of IT helpdesk tickets during hypercare period and post go-live
  • Improved employee satisfaction
  • Reduction in query resolution time by 10%
  • Reduction in cost to serve driven by simplification of application structure

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