English The Observation
Mercedes Benz partner Hedin group (formerly Torpedo) turned to us with a very specific need: their local car service centres often were short of automotive specialists capable of dealing with specific customer requests around e.g. matters of car tuning, vintage car services and parts and more. They were looking for a solution that allowed to provide a high level of customer support despite of the lack of locally available experts.
The Solution Design
The solution we developed consisted of a web-based info terminal that operates via touch for an easy and intuitive experience. Local customers whose requests could not be dealt with are offered to turn to one of our terminals. After having selected their topic, a list of available remote experts working at Hedin's call centre was prompted and upon selecting the desired expert, a web-call was initiated. Additional detail: the expert could share documents with the customer at the other end.
The Result
Following the success of this solution, we are currently expanding the service to also using these services from home or on mobile devices.
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