Case Management System

Client Background- 

Our client is a multinational automotive company that specializes in
manufacturing a wide range of trucks, buses, and vehicles for special
applications. With operations spanning 38 countries, they have established a strong distribution network of 500+ dealers worldwide.

Business Requirements- 

Without a comprehensive digital platform, the vast service network of our client escalated vehicle servicing cases to their technical support helpdesk via emails and other ways of communication. The same process was followed to resolve issues.

Solution- 

To address these challenges, Softude developed a case management platform to streamline and automate the management of customer cases related to vehicle issues and repairs. Using the platform, the client can track and monitor the entire lifecycle of a vehicle case, the status of technical cases across the dealer network, and the progress and resolution time of their technical support helpdesk.

The platform also serves as a direct line of communication between dealers, OEM call centers, CSM/ASM/RSM, and the technical support helpdesk. It also serves as a repository of the technical cases and their resolution for future reference.

Application Features- 

• Service ticket creation and tracking
• Case assignment and routing
• Job card management
• Real-time status updates on each case and escalations
• Dashboard with KPIs and comprehensive reports
• Integration with CRM, on-road support system, and other systems
• Manage multi-channel communication between service dealers, technical support helpdesk and customers
• A knowledge base or a repository of resources that support agents in resolving

Solution Impact-

Since the implementation of our case management platform, the client has
experienced significant improvements which include:

• 99.7% vehicle uptime
• Approx 1,600+ cases handled per day
• 50% improvement in productivity
• 40% improvement in resolution time