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Case Study
Unified Service Desk for a multinational automotive holding
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The Service Desk solution that supports over 28,000 automotive dealerships in the effective use of application platforms
Where: italy
Where: italy
Challenge
A multinational automotive leader in the sector, with a significant presence in European and North American markets, following the merger of two important entities aims to unify application systems and service assistance. This process includes establishing a single point of unified contact (SPOC) for its dealers and supporting the transition to new advanced service solutions.
Approach
After 15 years of experience in service assistance for one of the two entities, we were able to leverage our best practices in the new post-merger reality, ensuring high standards of quality thanks to our consolidated expertise over the years. The transition was managed through support activities and training tailored to the specificities of each country.
To ensure complete continuity in service delivery and minimize the impact of takeover activities, we accelerated the know-how acquisition phase to the maximum. This allowed us to successfully employ our established work methodologies and training based on our experiences with numerous clients to achieve Project objectives.
We paid particular attention to knowledge transfer by defining the necessary processes to ensure a smooth and efficient transition of services, establishing a dedicated governance structure. Additionally, we are supporting the client in transitioning to the new service model, which involves adopting advanced automation tools, thereby expanding our scope of expertise to include Hypercare services.
Results
Support in 9 languages for over 28,000 dealers in 11 countries
Annual management of over 250,000 requests
Prompt management with 70% of requests resolved online
Impacts
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