In 2018, a car manufacturer in Brazil contacted eyllo to explore innovative solutions to improve communication between mechanics at the dealer network and the central support center in the main location.

Context

Automotive manufacturers pay for parts and labor to fix car issues when the vehicle is under warranty. Misdiagnosis may generate extra cost in parts that did not need to be replaced and service that did not need to be executed. Moreover, customers dissatisfaction may increase if one has to bring ones car more than once to the dealer to fix a problem.

When a mechanic at a dealer needs help with diagnosis, she will fill out information on a computer and submit a ticket. Engineers at the centralized help center go through a list of tickets submitted by the dealer network over the whole country. The engineers try to replicate the issue in order to propose a solution. Sometime, engineers will ask for clarification or more information, before replying with a suggestion. Depending on how complex the problems is, this can take hours and sometimes days.

Proof of Concept

I visited two car dealers for an initial assessment of the available infrastructure and processes used. On the infrastructure side, some dealers were using consumer grade network equipment and did not have a proper network setup.

After the initial assessment and report, I set up the necessary network connection in order to improve the result and avoid connectivity issues. Using our software solution Vista, we connected the mechanic at the car shop with the manufacturer’s support center at a different state.

Result

The real-time audio and video connectivity allowed the support center to better understand of the issues, leading to a faster diagnosis and a reduction in misdiagnosis.