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Bosch Automotive Aftermarket Automotive | MEE SAP Service Cloud | SAP ERP Bosch Automotive Aftermarket provides aftermarket and repair shops worldwide with modern diagnostic and repair shop equipment and a wide range of spare parts.
Automotive
360 ° Visibility Of customer interactions
Headquarters Germany
Products Automotive aftermarket parts and repair shops
Web Site
boschaftermarket.com
One Integrated System To manage all service management–related data
Business Challenges • Challenge was managing and tracking contact center operations effectively, with multiple portals used for
ordering different services, and data held in numerous, siloed databases • Difficult for service agents to get an overview of customer requests
• Consolidate aftermarket services information in a single solution while providing service agents with smooth user experience that would help them deliver swift, efficient customer experiences and fast resolutions for customer inquiries Customer Benefits • Accessing all the information needed in one place, no longer needing to switch between multiple systems to resolve customer inquiries • Integration between SAP Service Cloud and SAP ERP supports smooth billing and logistics processes and provides service agents with visibility into order and shipping status • Ability to connect to third-party distance calculation and carrier systems from within SAP Service Cloud means that agents don’t have to log in to multiple screens in order to complete tasks
“A high-quality aftersales experience is an essential part of our overall offering. We are constantly aiming to improve the customer experience and increase the efficiency of service processes, and SAP Service Cloud is supporting us on this journey.”
Jim Leonard Service Manager, Bosch Automotive Service Solutions Inc. USA, Automotive Aftermarket Division, Robert Bosch GmbH
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