GTÜ - Customer Service for Vehicle Inspections

CASE STUDY

CLIENT | GTÜ
INDUSTRY | AUTOMOTIVE
DATE | 2018 - CURRENT

The Challenge

During vehicle inspections, urgent questions often have to be clarified promptly. The service center was mainly reachable by telephone. Long waiting times were common, because either the responsible employee was busy or files such as ABE, as documents or images, had to be exchanged to visualize the problem or help to solve problems. This often happened by mail. Due to the media break this procedure was very complicated and time-consuming. Until a topic was clarified, the customer often had to come back to the test center.

The Solution

The ROBO-AI Messenger was integrated into the already existing app “GTÜ-Welt”. If an engineer opens a conversation, he can choose a category for reaching the responsible agent in the service center. Furthermore, we also integrated our new functionality into the app. The client's login works directly over the app access data. On the company side, our WebClient is used to answer partners' questions and create global news.

The Results

With the ROBO-AI Messenger, the test engineers can briefly describe their problems, send a picture without a media break and get necessary instructions or documents directly into the app. Conversely, communication can be controlled much more easily in the service center, because agents can prepare themselves to answer directly based on the question. The customer mostly comes only once. Over the news functionality, important information such as changes in the law that affect the testing process is sent by push into the app.

In the end, we have integrated our solution into the clients’ customer service app, providing support to inspection centers all around Germany. In it, more than 1000 conversations are handled every week.