Canada
Puerto Rico
USA
Belgium
France
UK
India
Client Background
The client is a leading global vehicle manufacturer operating in 193 countries.
Client Need
The client sought to stand out from competitors by offering superior in-vehicle connectivity services and driving revenue growth through subscription services to enhance customer satisfaction and brand loyalty. They faced significant challenges in integrating data from diverse sources and overcoming the complexities of analyzing massive data volumes.
Solution
We implemented a comprehensive solution to address these challenges:
Unified Data for Customer Insights: Gathered vehicle sales, subscriptions, usage, service, and call center data, providing a consolidated view of customer interactions and enabling data-driven decision-making
Advanced Analytics: Prebuilt dashboards and reports for subscriptions, usage, call center, service, and sales, providing key performance indicators and actionable insights to optimize business operations
Self-Service Business Intelligence: Implemented a BI portal for custom reporting, enabling users to create personalized reports and gain deeper insights into their data, fostering data democratization
24x7 Operations Center: Real-time monitoring of connected car services, proactively identifying and resolving issues to maintain service availability and enhance customer satisfaction
Managed services: Comprehensive approach to monitor, identify errors, triage, communicate, escalate, and repair, ensuring efficient and reliable operation of connected car services and minimizing downtime
Realized Benefits
The solution yielded significant benefits:
Increased subscription rate by 13% in the last quarter
Reduced analysis and report compilation time from about 7 days to 20 minutes
Provided greater visibility into dealer performance
Enabled the commercialization of driver data
Enhanced call center operational efficiency
Tools & Technologies
LogMeln
Five9
Zenddesk
Confluence
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