Saturday, April 1, 2023

Volkswagen Group Ireland commits Cognizante to the transformation of its customers’ digital experience

With this contract, Volkswagen Group Ireland will bring customer service functions to its service center to streamline, reduce maintenance costs and improve efficiency. In addition, you will have a 360-degree view of the client.

The existing processes and channels were silenced, so that the user search and manual data gathering would be less laborious. As part of the agreement, Cognizant will implement a cloud-based, omnichannel digital fully CX platform to modernize and digitize customer relationships. It also provides a single, web-based, user-friendly interface that connects data, context, routes, routes and commerce.

Volkswagen Group Ireland will also provide insightful insights into the experience and interviews. This will help to improve reporting, promote business plans and take better actions to provide them with a personalized experience and to recommend next steps, services, or products. In addition, Cognizant will collaborate with Volkswagen Ireland on continuous improvement, functional expansion and process innovation. The introduction of the platform gives efficiency gains to both end users and their supervisors, freeing up time to provide an optimized level of service to the Group’s clients.

“In the last decades, the automotive industry has changed fundamentally, especially with the acceleration in the adoption of electric vehicles. In parallel, the expectations of the customer regarding the level of service and the way of referring to the various organizations have changed too much, accelerated by the need for remote access, service delivery and support during the pandemic,” he says Tom Murphy, CIO of the Volkswagen Group in Ireland. “In the automotive industry in particular, there has been a change in how customers want to communicate with us. To interact with our customers in a more meaningful and direct way, we need a reliable IT partner to help us in our mission to improve our systems and engage more effectively with our customer base.”

“Cognizant’s mission is to transform automotive OEMs, suppliers, dealers and finance companies into modern entrepreneurs. This program is the first of its kind for Cognizant and Volkswagen, and is powered by powerful CX CRM, digital and voice capabilities in the cloud. Volkswagen Ireland has been chosen to host it. They will be on its journey of transformation and help the company meet customer expectations,” said Rohit Gupta, UK&I Director at Cognizant Management. “Our vast experience of over 15 years managing and transforming customer contact centers for large global clients, together with our proven methodologies, processes and experience in agile lead delivery, is well placed to help Volkswagen Group Ireland improve the customer experience.”

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