Improving Car Dealer Operations through better Real-time Communication

In 2018, a prominent car manufacturer in Brazil partnered with eyllo to pioneer innovative solutions aimed at enhancing communication between mechanics within their dealer network and the central support center at the main location.

Context

Car manufacturers face challenges when it comes to warranty-related repairs, with potential extra costs due to misdiagnosis and customer dissatisfaction. Bringing a car back to the dealer multiple times for the same issue can result in increased dissatisfaction.

To address this, mechanics submit tickets for assistance when faced with complex diagnoses. The centralized support center then attempts to replicate the issue, a process that can take hours or even days.

Proof of Concept

To understand the existing infrastructure and processes, I conducted on-site visits to two car dealers. The initial assessment revealed variations in infrastructure quality, with some dealers using consumer-grade network equipment and lacking a proper network setup.

Following the assessment, I optimized the network connection to mitigate potential connectivity issues. Leveraging our software solution, eyllo Field Service, we established real-time audio and video connectivity between mechanics at the car shop and the manufacturer's support center located in a different state.

Results

The implementation of real-time audio and video connectivity through eyllo Field Service significantly improved issue understanding at the support center. This led to faster and more accurate diagnoses, ultimately reducing misdiagnoses and streamlining the repair process.

This successful proof of concept demonstrates the transformative impact of enhanced communication in the automotive industry. By bridging the gap between mechanics and centralized support centers, we have not only accelerated issue resolution but also minimized the likelihood of unnecessary parts replacement and service execution, ultimately improving customer satisfaction.

Stay tuned for more insights as we continue to innovate in optimizing operational efficiency across industries.