Our client is a multinational automotive leader known for manufacturing trucks, buses, and various other vehicles. With operations spanning multiple countries, it has a strong global distribution network that enables it to meet the diverse needs of customers worldwide.
The client didn't have a unified digital platform, which made communication between service dealers and the technical support team inefficient. Vehicle service cases were handled through emails and other informal channels, making it hard to track unresolved issues and prioritize customer cases. This led to longer vehicle downtime, delayed resolutions, and a drop in customer satisfaction, affecting their CSAT scores.
Softude developed a powerful, customized case management system designed to transform how vehicle service cases were managed completely. The solution enabled real-time tracking of every case from start to finish, giving dealers, call centers, and support teams full visibility and control. By streamlining communication across the entire network, it allowed issues to be resolved faster and more effectively. The platform also seamlessly integrated with the client’s existing systems, creating a central hub for case resolutions that could be accessed anytime, ensuring future issues were solved even quicker. This resulted in faster resolutions, reduced vehicle downtime, and significantly improved customer satisfaction.
Automated case management minimized delays, keeping vehicles operational and boosting productivity.
Real-time tracking and efficient case routing improved team productivity by 50%, allowing quicker handling of service cases.
Centralized tracking provided full visibility of unresolved cases, resulting in a 40% faster resolution time.
Faster resolutions and reduced downtime led to increased customer satisfaction and trust in service efficiency.
We’re genuinely impressed with the work you’ve done. The new system has streamlined our service management and made tracking cases a breeze. We can’t thank you enough for this outstanding solution! We’re excited to see how it continues to improve our operations and enhance customer satisfaction.
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