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Case Study

TCS assists Volkswagen Group Sales India to implement a centralized service desk achieving a higher dealer satisfaction

 

TCS implemented a centralized operations center and a cloud-based service desk tool to streamline Volkswagen’s service management processes, thereby enhancing dealer satisfaction.

The Customer
The Volkswagen Group is a leading German automotive manufacturing company that represents 13 global brands, selling both commercial and passenger vehicles, worldwide. Volkswagen Group Sales India Pvt. Ltd. (VWGSIPL) is the Indian subsidiary of the Volkswagen Group that sells five major brands in India - Volkswagen, Audi, Skoda, Lamborghini, and Porsche.

Business Scenario
With multiple vendors to support existing dealer applications, and a service desk with limited capabilities, Volkswagen Group Sales India Pvt. Ltd. (VWGSIPL) was facing several challenges in ensuring effective reporting and resolution of end user issues. The company wanted to establish a centralized service desk for their dealer network across the country to provide comprehensive support for their dealer management systems and applications. Another strategic objective was to bring about significant reduction in operational and IT infrastructure costs. 

Why TCS
VWGSIPL wanted to establish a central call-tracking system that would act as a single point of contact (SPOC). Given our exceptional track record in deploying large scale service desks for leading customers across the globe, the company sought TCS’ support in implementing a new service organization to effectively support the dealer network.

TCS’ Solution
TCS implemented a centralized operations center and a cloud-based service desk tool to streamline Volkswagen’s service management processes, thereby enhancing dealer satisfaction.

Key Benefits
TCS’ solution has enabled the client to reduce reliance on specific vendors, and facilitated uniform management of processes and SLA reporting.The centralized service desk, based on continuous service improvement strategies, has helped the client achieve better business results including:

  • Increased operational visibility
  • Improved customer service
  • Enhanced dealer and customer satisfaction
  • Increased FCR
  • Reduced operational and maintenance costs

“Over the past year, since the start of the service support project – DealerKonnekt (SPOC), the TCS team has been able to deliver positively on all promised parameters.” - Prosenjit Sengupta, CIO, Volkswagen Group Sales India Pvt. Ltd.