Leading European Car Manufacturer
Manufacturer Consolidates Customer Service to Increase Efficiency
With strong international sales throughout Europe, this car manufacturer had gradually developed an array of local customer-service and dealer-support operations, each with its own distinct processes and information systems to support them. As a result, the company was unable to provide consistent answers to persistent problems. Additionally, there was very little tracking of issues and resolutions.
The manufacturer realized that a centralized approach to customer relationship management would not only improve the quality of service the company offered; it would also reduce costs by introducing economies of scale. So it turned to EDS for help developing a comprehensive customer-service platform for its entire European operation.
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