Volkswagen Financial Services AG: Transforming processes boosts after-sales opportunities

Summary

Development and implementation of an after-sales communication and handling platform optimises service efficiency and opens after-sales opportunities.

The solution

As trusted transformation partner to companies in both financial services and the automotive industry, Sopra Steria developed and implemented together with Volkswagen Financial Services AG a portal solution (web-based application) comprising:

  • Consolidation of contract types (insurance, service management) into one database and integration of contractual information by interfacing the dealer management system with the portal solution
  • Creation of a contract overview ‘Dashboard’, showing all customer contracts relating to the workshop process
  • An integrated system to support fleet management processes, concerning maintenance & repair, that can be customised to individual customer agreements in order to increase automated approvals
  • Integration of activities attached to a claims report, such as the claims calculation, plus full transparency of uploaded documents
  • New after-sales process based on identified gaps between contract and customer need
  • Optimisation of the portal application by integrating different processes (leasing and non-leasing) and functions with one leading system
  • Integration of the two leading claims calculation systems (DAT and Audatex) including the dealers’ database of wages and spare part conditions