Complex European Resident Engineering Service
Automotive
Supplier
CUSTOMER
- Global German TIER1 supplier
TARGET
- Coordinate the first customer contact via Helpline in behalf of the client
- Maintain constant communication with customers
- React quickly and adequately whenever a quality incident occurs or customer support is needed
NATURE OF SERVICE
- Standardized global Resident Engineering service with central Helpline telephone support across multiple countries
TASKS
- Set up a TRIGO central Helpline
- Collect and register claim/alert from OEMs via Helpline
- Helpline operator to contact local TRIGO Resident Engineer and inform him/her about OEM’s claim
- Start of Resident Engineering service
LOCATION
- Europe
PROJECT KEY FIGURES
- TRIGO Resident Engineering service covering 55 OEM sites in Europe
- TRIGO Helpline telephone support covering 147 OEM sites across Europe
- 12 hours availability/ 5 times per week
- Bilingual (ENG/GER) service with strict 30 minutes call back time if call not answered
TEAM
- 51 Resident Engineers
- Dedicated project manager
- 2 call center personnel
KEY ACHIEVEMENTS & RESULTS
- Customer trusted TRIGO 100% to manage and develop an existing support service that ran by internal employees for a long time
- Traceable and documentable service with a possibility of tracking back all recorded calls
- Significant reduction in customer’s quality costs
- Reduction of accepted claims
- Potential extension to North America and Asia