Porsche
Porsche Slovenija, d.o.o. is the official importer and representative for Volkswagen, Audi, SEAT, ŠKODA, and Volkswagen Commercial Vehicles. Recognizing that long-term customer satisfaction is key to standing out in a competitive market, the company launched a dedicated roadside assistance program. To make this possible, they chose Microsoft Dynamics CRM as a flexible, scalable IT solution that met their specific needs.
The system automatically identifies incoming callers by connecting to existing customer databases. It also integrates with GPS to calculate the location of the nearest available roadside assistance provider. To keep everyone informed, it uses SMS messaging to coordinate communication between customers and service teams.
In addition to enhancing customer communication, the solution enables managers to monitor service performance in real time. With all these features combined, Porsche Slovenija now delivers reliable, high-quality assistance right when customers need it most. Looking ahead, this platform will support the rollout of even more personalized and connected customer services.
Situation
Porsche Slovenija, d.o.o. is the official importer and representative for Volkswagen, Audi, SEAT, ŠKODA, and Volkswagen Commercial Vehicles. Operating in Slovenia since 1993, the company employs more than 100 people and consistently places customers at the heart of its operations. To ensure long-term loyalty, it invests in programs designed to enhance the overall customer experience.
“Long-term customer care is one of our key priorities. That’s why we offer roadside assistance to members of our Porsche Group Card loyalty program,” said Janez Leskovec, head of the warranty and extended warranty department at Porsche Slovenija. “The key is to deliver fast and reliable support, ensure the process is managed seamlessly, and reassure drivers that both they and their vehicle are in safe hands.”
To support this service, Porsche Slovenija needed a solution that could help them respond faster to incoming calls, allocate field resources efficiently, and keep customers informed in real time about their case status.
They chose Microsoft Dynamics CRM for its fast deployment, ability to meet specific business needs, and potential for future development. Another crucial factor was the platform’s ability to integrate with internal databases and external systems such as GPS and mobile messaging—ensuring the solution could evolve along with their customer service strategy.
We needed a solution that could effectively support the roadside assistance process—and we found it in Microsoft Dynamics CRM. The platform stood out for its fast implementation, flexibility to meet specific business needs, and seamless integration with internal systems and external tools like GPS and mobile messaging.
Janez Leskovec, Head of Warranty and Extended Warranty Department, Porsche Slovenia
Solution
The solution was built to ensure a smooth and efficient experience for both customers and call center staff. When a customer contacts the call center, the system automatically identifies the caller using existing customer data. This allows operators to act quickly and access relevant information through the integrated vehicle owner database.
The roadside assistance workflow is fully automated, guiding operators step by step. Once the vehicle’s location is entered, the system uses GPS data to identify the nearest available roadside assistance provider and the closest service center for repairs.
A key feature of the system is real-time GPS tracking, which helps dispatch the most suitable towing vehicle based on distance and availability. To further support driver safety, the system also prompts operators to guide drivers on placing the emergency warning triangle and staying safe until help arrives.
To maintain clear communication, the company uses SMS notifications. Assistance providers receive all the necessary details via text, while customers are informed about estimated arrival times and contact details for their service provider.
Porsche Slovenija also tracks the quality of service continuously. Key performance indicators—such as the time needed to update customers on their assistance status—are monitored through dashboards that provide real-time visibility into all roadside assistance activities.
“The project at Porsche Slovenija is a strong example of how Microsoft Dynamics CRM can support even the most complex customer service processes,” said Dejan Blatnik, business solution sales manager at BE-terna.
Benefits
Right after implementation, the benefits of the new system became clear. The company established a structured, automated process for roadside assistance, enabling a more personalized and efficient approach to each customer request. This improvement played a key role in resolving cases faster and increasing customer satisfaction.
The collaboration with assistance providers was also streamlined, giving the company better control over the process. With real-time access to key performance indicators, Porsche Slovenija can now respond more quickly, adapt as needed, and continuously improve service quality.
This level of fast, personalized support is made possible by a unified customer view that brings all relevant data together in one place. Looking ahead, the company plans to expand the use of the system to automate digital marketing activities, attract new leads, and gain deeper insights into its existing customer base.
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