Volvo Trucks Speeds Problem Resolution Time

Volvo Trucks, a business area of the Volvo Group, develops, manufactures, and sells medium and heavyweight trucks, in addition to providing financing and leasing for its products. In China, Volvo Trucks has sold 6,000 vehicles since the mid-1970s. The company has a customer care center that provides 24×7 support services, where customers can submit requests and send feedback via phone, fax, and e-mail. Challenges ? Install a customer service system to improve satisfaction rates ? Record all service requests and feedback to build a complete history of customer transactions ? Develop a systematic way of managing customer information ? Shorten problem resolution time and ensure truck repairs are completed quickly and efficiently ? Improve reporting and analysis capabilities Solution ? Implemented Oracle CRM On Demand, which replaced manual data entry and enabled automatic online recording and processing of service requests, surveys, and client feedback ? Achieved unified information management, which ensures customer data is up-to-date and free of inaccuracies ? Empowered staff to respond quickly to queries by providing them with access to complete customer histories, including vehicle ownership, service details, and other transactional data ? Cut problem resolution time for VIP customers: within one day (from 13% to 24%); within two days (from 22% to 43%); and within three days (from 40% to 66%) ? Increased the satisfaction rate among VIP customers from 83% to 93% ? Improved internal workflows to ensure staff could track the progress of customer repairs and resolve problems quickly ? Gained the ability to perform quantitative analysis on different service systems…

Diagram Electric Volvo Trucks, Truck Repairs, Heavyweight Trucks