Industry case
Automotive & Transportation
Automotive Premium - After-sales support
Client
Leading luxury and sports car manufacturer
Requirement
To identify a single, proactive partner for technical support, technical training, and engineering services, with the goal of optimizing processes and costs for product support, from engineering to aftersales.
Solution
- Creation of a local team that, over the years, has grown to 60 employees dedicated entirely to the client
- Complete outsourcing of the management, creation, and multichannel delivery of onboarding and technical documentation for dealerships
- Use of STAR GRIPS content management system for technical documentation
- Language services
- On-demand printing and kitting service
- Introduction of immersive reality for training purposes
- Creation and maintenance of electronic accessory catalog
- After-sales support services: B2B & B2C customer service
- Engineering services for product industrialization
- Introduction of immersive reality in the prototyping phase
- Introduction of mixed reality for electrical diagram diagnosis
Outcome
- Efficient information processes throughout the entire product lifecycle, from engineering to aftersales
- Collection and management of feedback from the dealership on the efficiency of the technical assistance service, with the goal of continuous improvement of the product, serviceability, and client experience in the aftersales phase
- Optimization of costs and supplier management thanks to a single partner capable of managing complex activities stemming from the product’s life cycle
Service lines involved
- Engineering
- Product Knowledge
- Global Content
- Printing
- Experience
