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 custom solution that is deployed at 432+ dealers’ across 31 locations in Phase I roll out. This custom 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.