Better customer service for a car retailer and distributer

Situation

Porsche Slovenija, d.o.o. is the importer and representative for Volkswagen, Audi, SEAT, ŠKODA and Volkswagen Commercial Vehicles. It has operated in Slovenia since 1993 and employs more than 100 people. The company places customers at the center of its business and relies on different programs to drive long-term customer satisfaction and loyalty.

“Long-term customer care is an important goal of our company. This is why we provide roadside assistance to the members of our Porsche Group Card loyalty program,” said Janez Leskovec, Head of Warranty and Extended Warranty Department, Porsche Slovenija. “The key is to provide quick and efficient service, to ensure that the entire process is managed and controlled and to make the driver feel that they and their car are taken care of in the best possible way.”

The company was looking for a solution that would provide comprehensive support to this service. The goal was to ensure the ability to quickly respond to calls to the call center, effectively manage resources in the field to provide assistance quickly and to provide ongoing communication with the customers about the events that affect the assistance process.

The company was looking for a solution that would provide comprehensive support to this service. The goal was to ensure the ability to quickly respond to calls to the call center, effectively manage resources in the field to provide assistance quickly and to provide ongoing communication with the customers about the events that affect the assistance process.

Porsche Slovenia decided to implement Microsoft Dynamics CRM because of its numerous benefits: quick implementation, flexibility to adapt to the specific requirements and the ability to develop additional features. Another important factor was the ability to integrate with internal (database) and external systems (GPS, mobile notification systems) and support for adding new features to the solution in the future.

We were looking for a solution that would effectively support the roadside assistance process and found one in Microsoft Dynamics CRM. The highlights were the ability to quickly implement the solution, adapt it the specific requirements of the business process and integrate it with internal and external systems, such as GPS and mobile messaging.

Janez Leskovec, Head of Warranty and Extended Warranty Department, Porsche Slovenia

Solution

The entire solution is designed to deliver the best possible user experience. When a call is made to the call center, the system automatically performs caller ID so that operators can begin working with the customer more quickly. Operators can use the solution to search through various databases as the system is directly integrated with the core database of vehicle owners to enable rapid customer identification.

The roadside assistance process is automated to ensure the call operator always knows what the next step is. Once the vehicle location has been entered, the system identifies its GPS coordinates and calculates the nearest service provider (tow service, roadside assistance provider) and the nearest service center that can repair the vehicle.

One of the most important features is the GPS data integration used to track free towing service providers and select the optimal vehicle based on distance and availability. Porsche Slovenija is also trying to improve driver safety – by following an automated procedure, the operator advises the driver to correctly place the emergency warning triangle and ensure their safety and safety of their passengers.

The company is using SMS messages to keep their customers and assistance providers informed. The provider receives an SMS message with all the data they need, while the customer is informed about assistance ETA and provider contact data

The company can continuously monitor the quality of roadside assistance services. Performance is measured using different KPIs, such as the time needed to acquire information about assistance status. Managers are using dashboards to monitor all the important assistance-related activities.

"Solution implementation project in Porsche Slovenija is a good example of how Microsoft Dynamics CRM is flexible enough to support even the most diverse processes related to customer service," said Dejan Blatnik, Business Solution Sales Manager, BE-terna.

Benefits

Immediately after the solution has been implemented the first results of the new solution became visible - a systematic and automated process for providing assistance and personalized approach to drivers were shown as a key to successfully resolving requests and ensuring the satisfaction of customers needing assistance. The process of working with assistance providers was also automated and the company now has an effective way to monitor key performance indicators, rapidly adapt when resolving requests and control the entire process.

Comprehensive, fast and personalized service is only possible because of a unified customer view that integrates all important customer data in a single location. In the future, the company intends to use the system to automate digital marketing processes for acquiring new potential customers and better understand their existing customer base.