World's Premier Automaker, US

Customer produced 1.5 million vehicles for global sales. Best known for their rotary engine technology. It has become one of the world’s premier automakers, producing sporty and efficient vehicles for everyone to experience.

The Requirement

Required a solution that would require limited manpower for development and deployment. A solution that is highly customizable and one which would enable customized reporting and measurement of CSAT scores for tracking improvement in customer service.

Business Solution

ADiTaaS end-to-end module and process implementation using automatic workflows. Auto-ticketing from integration with helpdesk mailbox. Configurations of notifications, reports, workflows, and access control integration for authentication and for user import. Communications have been greatly simplified and the typical back-and-forth shooting of tickets has now been replaced by a much smoother workflow. The use of templates further reduced the number of steps and time to resolve, adding up to a one-third reduction in lead times simplest improvement was the automatic email monitoring. This effectively gave a member of staff back. As such, the average resolution time went down. So, on average, across all tickets and customers, completing tickets became quicker. Implementing surveys fulfilled another milestone. while satisfaction/dissatisfaction rating provided it’s a true figure, something on which team can work with and has become the most important internal KPI.