Consulting

Volkswagen automates after sales service in India to improve customer service and increase productivity by a predicted 10%

TCS provided consulting services to improve workshop planning and management. TCS' recommendations will help Volkswagen Group Sales India Pvt. Ltd. (VWGSIPL) enhance the quality of its after sales service, and increase productivity by 10%.

About the Client
The Volkswagen Group is a leading German automotive manufacturing company that represents 13 global brands. VWGSIPL is the Indian subsidiary of Volkswagen Group that owns five major brands in India – Volkswagen, Audi, Skoda, Lamborghini, and Porsche.

Business Challenge
VWGSIPL wanted to enhance customer engagement and provide compelling after sales service. It wanted to reduce the time taken to complete vehicle servicing and meet vehicle servicing schedules.

The auto giant also needed to develop ‘to be’ business processes for after sales activities, create business requirement documents, and coordinate the product and vendor selection process.

VWGSIPL chose to partner with TCS due to TCS’expertise in customer experience, automotive domain capabilities, and unique competencies across the project lifecycle – from developing strategy to envisioning and defining next-gen digital architectures.

TCS’ Solution
TCS performed a gap analysis and conducted ideation workshops across stakeholders to develop ‘to be’ business processes. It provided an exhaustive list of business requirements and analysis of the evaluated solutions for workshop management and time management.

Results
TCS’ holistic recommendations provide a roadmap for VWGSIPL to automate after sales services at 130 Dealerships. They pave the way to digitizing VWGSIPL’s workshop controller, service advisor board and workshop gates.

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