One solution that helps the client to achieve – optimum utilization of his expert service engineers, complete visibility on major issues in the product, better routing plan, knowledge base to train local engineers, Vehicle Off-Road servicing (urgent repair status) and many more resulting in quick turnaround to resolve customer’s vehicle issues.

India’s 2nd biggest automaker was struggling to know what technical issues or breakdowns their customers face and how much time does it take for their expert engineering team to resolve them. In absence of digital platform for issue escalation and resolution, they were unable to capture data points accurately for analytics and were also missing structured knowledge repository.
Utilizing the Open source Laravel technology professionals, Systematix designed and developed a web-based solution that is deployed at 432+ dealers’ across 31 locations in Phase I roll out. This solution helped the manufacturer to establish a digital platform for customer issues escalation and resolution between their dealers' network and expert engineers. As of now, 3000+ users (Dealers’ engineers, manufacturer expert engineers) are communicating through this solution.

How it works

Business impact of the solution

  • Quick turnaround to customer improved CSAT
  • Analytics on response time, issue resolution time, no. of cases escalated, types of issues reported etc. on various parameters such as location, product, engineering team member
  • Insight to R&D division on commonly reported faults
  • Optimized route plan for expert engineers for savings in travel cost.
  • Knowledgebase helps dealers’ engineers to resolve issues quickly and avoid dependency on experts