Fragmented handling of vehicle concerns across multiple channels resulted in slow response times and difficulty in prioritizing critical cases. Warranty claims and diagnostic data were scattered, which made it challenging to quickly identify and resolve issues, leading to reduced customer satisfaction and inefficiencies in global support operations.
Eclantiqx provided a centralized case management system that automatically consolidated customer support data, warranty claims, and diagnostic information. The system calculated a Customer Pain Index (CPI) to prioritize cases and automatically routed them to the appropriate support teams. Collaboration features enabled communication between technical support, dealers, and service engineers, ensuring that critical issues were addressed promptly.
