The case study covers as to how Accenture helps DaimlerChrysler dealers automate customer data collection. The case deals as to when an automobile owner notices a potential problem with his vehicle, it is often only the first of a series of frustrations encountered as he embarks on the service and repair process.
The owner must phone his local dealership and then provide a description of the problem to the receptionist or service advisor to schedule an appointment. Upon arrival at the dealership for the appointment, the owner reviews, or in many cases restates entirely, the problems for the service advisory.
In the automotive repair field, even the “best” repair experiences are often lacking. DaimlerChrysler sought to dramatically improve the service experiences for owners of its vehicles by inserting the convenience of assisted data-collection into the repair process. The automaker wanted to enable its dealers’ customers to directly provide valuable information to be used for troubleshooting — and, just as importantly, to place the problems in the complete context in which they occur…click here to read more
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