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Improve Customer Loyalty with End-To-End Electronic Processes
Overview In 1998, VW/Audi was fielding record numbers of customer complaints about its roadside assistance program. Satisfaction with the service - provided through an outside vendor - was at an industry low. There was no formal complaint process for customers. Nor was there a mechanism for follow up. Plus, there was no communication with its car dealerships, much less interaction with the automaker's customer relations centers. Lack of detailed reporting, a result of manual, paper-based processes, made it impossible to identify trends or trouble spots. Bad experiences were having a negative impact on intent to repurchase and brand loyalty. Clearly, it was time to make a change. After considering all roadside providers, VW/Audi chose EDS.
| Publisher | EDS , Electronic Data Systems Corporation | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | September 2003 | Downloads | 6 |
| Format | Case Studies | ||
| Topics | |||
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