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Goodyear Automotive | EMEA N SAP Service Cloud | SAP ERP SAP Preferred Success
Automotive
Goodyear Europe B.V. designs, manufactures, and distributes rubber tires. The Company offers tires for cars, vans, and other vehicles. Goodyear Europe serves automobile industries worldwide.
10% Faster To resolve service tickets 100% Customer Responded Enquiries within 24 hours
Headquarters Belgium
Products Tires and tire maintenance and monitoring services
US$14.70 B (€12.09 B) Revenue
Web Site
goodyear.eu
Business Challenges • Provide an efficient service to respond to inquiries from a growing customer base • Streamline the handover of queries between different teams • Enable monitoring and tracking of issue resolution Customer Benefits • Better-informed agents, with a 360-degree view of customer and ticket history and access to documentation and instructions • More efficient inquiry handling across multiple communication channels and faster issue resolution • Increased transparency of issue management with progress dashboards for key requirements in service- level agreements • Ability to further streamline processes through future integration with the SAP ERP application and the incorporation of intelligent technologies such as AI and machine learning into service workflows
Streamlined Processes Future ERP integration and with AI and machine learning into service workflows
“SAP Service Cloud empowers our service agents with the knowledge they need to provide an efficient and rapid response to inquiries from fleet managers. This helps us meet our SLA commitments and improves customer satisfaction.”
Monika Szabo Team Leader Service Desk EMEA, Goodyear Proactive Solutions
Read the Success Story
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