Attensity Solutions for the Automotive Industry
Your direct route toward greater efficiency, improved product quality, and exceptional customer service.
The wheels of the automotive sector are in constant motion. These days, U.S. industry executives are buckled up navigating a rather bumpy road with hairpin turns, and lobbying for long-term loans from the U.S. Government to avoid looming bankruptcy. Fueled by sustained high oil prices and an unprecedented credit crunch, consumers and businesses have put the brakes on new car and SUV/light truck sales. Retail gasoline prices of more than $4.00 per gallon for much of 2008 have renewed interest among consumers and emissions regulators in advanced automobile technologies including alternative fuels, clean diesel engines, shifting demand and production toward plug-in hybrids and electric vehicles.
In order to stay globally competitive and meet customers’ evolving demands, automotive executives are focused on further reducing time-to-market, continuously delivering innovative models to burgeoning markets like China and India, optimizing the global supply chain and reducing mounting warranty and quality costs.
At the same time and not to be overlooked are the vast changes taking place in automobile manufacturing. Today, more than ever, car manufacturers and their suppliers are cooperating in the design and manufacture of new cars in ways that are revolutionizing the entire process. Meanwhile, another revolution is taking place under the hood and in the dashboard: With the increased utilization of electronics and more sophisticated wireless information systems like telematics and ITS aboard new vehicles, complex and time intensive repair and maintenance challenges of these rapidly advancing “mobile computers” are another reality to be dealt with.
Just like automobile consumers have more choices than ever before, they are turning to the Internet in droves, issuing recommendations and warning about your product. Online sites like Autoshopper, Vehix, Autobytel steer millions of car buyers toward specific dealers while the same sites deliver competing bids for cars, insurance and financing in a manner that lowers costs and improves satisfaction among consumers. Are you taking note? Are you capturing all of these voices? Are you using this data to get an early sense of your product issues? Are you making your product documentation easily accessible to your global customer base, dealers and suppliers?
Attensity has the key to unlock your customers’ insights and deliver your competitive edge. Much like the intelligence and automation delivered by the thousands of mini computers assembled in a singular car you build, our highly intelligent business applications enable you to manage end-to-end service experiences and preempt service risks by alerting your customers about issues with their products/services you see and hear first hand from direct customer feedback on the Internet, your contact center representatives or coming from your dealers.
Attensity: Firing on all cylinders - The right information at the right time at the right place
Your dealers’ service and repair centers form the frontline. They are first in hearing the top issues customers are experiencing with your vehicles. With Attensity solutions, you no longer need to manually process an ever-growing mountain of customer feedback, repair notes, and warranty claims. You can now automatically capture, analyze, gain insights and rapidly respond to your customers’ unfiltered sentiment and unstructured verbatims voiced in:
- Warranty claims and online auto warranty research
- Repairs notes
- Call Center transcripts, e.g. identifying the chief issues customers are reporting
- Email/Chat exchanges – are your manuals easy to use? Are important features/ functions undocumented or out-of-date?
- Online support-, Web forums and blogs –what are customers saying about your repair service/products/roadside assistance/lease offers?
- Proprietary databases
- CRM and sales automation databases
- News websites
- Third-party reviews, for example, Kelley Blue Book
Attensity –Driving business value
Attensity applications automate the customer feedback related capture- and analysis processes for you. We collect, evaluate and transform your customers’ conversations with you and online about your products and services into actionable data for better decision-making. We offer you applications that can help you better serve your customers, while at the same time empowering them to serve themselves, at a lower cost to you. We help you share and research information internally so your new products are more innovative and meet market needs.
Attensity Cloud analyzes the market buzz around your products found in web community and discussion forums, blogs, online product review and social media sites.
Attensity Analyze for Voice of the Customer takes the ever-growing volume of your customers’ emails, call center notes, service and repair notes, surveys, and transforms these unstructured text snippets into rich structured data that you can now analyze to viscerally understand your customers’ sentiment, product issues and requirements. Emerging trends, customer preferences, root causes and other competitive indicators can now be actively factored into your product development and response processes.
Attensity Respond automates all of your contact center’s precipitously growing inbound and outbound customer communications, be it emails, SMS messages, letters, call center logs and faxes. Without some automation, you are certain to miss SLAs and your response process is highly manual, hard to monitor and manage, and it’s costly.
Your customers would be better off to self-serve on their own time via Attensity Service that delivers operational efficiency and better customer service through continuously updated knowledge bases, guided search and easy-to-use service portals.
Attensity Content Management assures the highest level of modularization and efficient reuse of global product related content, e.g. found in owner/service manuals, significantly reducing technical content creation- and management costs through measurably improved business processes. No matter what language of your global markets you are serving.
