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
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