Markets
Engineering offers a wide range of products, services and projects, organised in 11 portfolio areas.
Discover more
Technologies
Engineering complements its offerings by grounding the value of technologies that enable Clients in Digital Transformation.
Discover more
Platforms
With 40 years of experience, we have developed a portfolio of proprietary platforms, frameworks and tools for the digital transformation of our Clients' business processes.
Discover more
Papers
Discover more
Stories
Discover more
Podcasts
Listen to Engineering podcasts on computing and technology: AI, Big Data, Blockchain, Cloud, Cybersecurity, IoT and more...
Discover more
Events
Discover more
Solutions
Case Study
Unified Service Desk for a multinational automotive holding
×
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
To know more
Case Study
The Chocolate Factory 4.0
RPA and IoT to produce snacks: from chocolate bar production to label printing, an Industry 4.0 solution integrating automation of 35 factories.
Case Study
Florence: sustainable mobility with MaaS
For the Municipality of Florence, the IF – Infomobility Florence platform was developed, based on the MUV Cloud platform, which functions as a Level 2 MaaS (Mobility as a Service) tool.
Case Study
The Digital Workplace for an international entity in the Space & Defense sector
Activities of configuration, management, and improvement of Microsoft 365 infrastructure, managing over 6,000 users and serving as the Single Point of Contact (SPOC) for end-users through specialized Service Desk.
-
Case Study
The Chocolate Factory 4.0
RPA and IoT to produce snacks: from chocolate bar production to label printing, an Industry 4.0 solution integrating automation of 35 factories.
-
Florence: sustainable mobility with MaaS
For the Municipality of Florence, the IF – Infomobility Florence platform was developed, based on the MUV Cloud platform, which functions as a Level 2 MaaS (Mobility as a Service) tool.
-
Case Study
The Digital Workplace for an international entity in the Space & Defense sector
Activities of configuration, management, and improvement of Microsoft 365 infrastructure, managing over 6,000 users and serving as the Single Point of Contact (SPOC) for end-users through specialized Service Desk.
Recommended for you
Explore additional content associated with the topic
© 2024 Engineering | VAT: IT 05724831002