Our client, one of the largest automakers, has long been recognized for its commitment to quality and exceptional customer satisfaction. With a vast network of dealers and a strong presence in the automotive industry, they continually strive to deliver the best experience to their customers. As part of their dedication to excellence, they sought a more advanced approach to streamline issue resolution and gain clearer insights into service performance, ensuring they could meet customer needs swiftly and efficiently.
The company needed a system for tracking technical issues or understanding how quickly their engineers resolve customer queries. There was no centralized communication platform to escalate and resolve problems, leading to slower response times and lower customer satisfaction scores. They needed a smarter, more streamlined approach to help manage customer complaints, speed up resolutions, and improve overall service.
Softude created a tailor-made digital solution to tackle these challenges head-on. Using open-source Laravel technology, we developed a web-based platform to connect their engineers, manufacturers, and over 400 dealers spread over 31 service locations. This system not only provided a centralized issue escalation and resolution process but also built a robust knowledge repository, streamlining case resolution and empowering engineers to handle problems more efficiently.
Real-time case management improved customer satisfaction as their queries were resolved quickly.
The platform provided valuable metrics on response times, resolution rates, and escalation trends, enabling smarter decision-making.
The system’s repository empowers engineers with a searchable database of solutions, leading to quicker resolutions and fewer escalations.
The platform improved collaboration across teams, resulting in smoother communication and a more efficient service process.
The Softude team understood our pain points and tailored a solution that fits perfectly with our needs. The level of support and innovation they brought to the table were commendable.
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