About D!AS
Imagine a seamless digital interaction between customers and After Sales employees. D!AS makes this vision possible by reinventing the After Sales business.
The D!AS Vision 2022
D!AS is the way to the After Sales of the future for the generation smartphone – both for customers and service employees.
In a fully digitalized D!AS world, customers will have the opportunity to manage their vehicle servicing online, without visiting the dealer. The dealer uses interconnected systems, which provide easy and fast access to information. Thus, the dealer has the ability to proactively address individual customer needs, as well as to run all workshop processes digitally.
Transparent
service
interactions
Easy and fast
access to
information
Connected
systems
Seamless
customer
touchpoints
Accessible
on mobile
devices
-
300+ clicks
needed for
diagnosis; approx. 200 for a
maintenance job -
60+ process
breakswithin the service core process
-
ca. 1h 20min.
administrative
time per maintenance job -
10+ systems
for diagnosis / maintenance jobs
at the dealer
-
Lost revenue
opportunities -
Failure
vulnerability -
Dissapointed
users
The D!AS Objectives
D!AS creates a digital workshop experience for service employees and customers. The aim is to build a seamlessly interconnected system landscape with easy and fast access to reliable information.
To leverage the digitalization potential in After Sales, the D!AS initiative focuses on the following objectives:
Reducing
administrative time
Increasing
After Sales revenue
Increasing digital
customer experience
and loyalty
Stabilizing
and interconnecting
existing IT systems
Approach
D!AS connects existing systems, and enables the development of new products and functionalities. A common objective, a joint development, a harmonized rollout and one front-end design are crucial to enhance synergies and achieve the vision across the group brands.
-
Focus on
customerThe customer is in the center of D!AS thinking, while new and innovative technologies are the basis for the development of products and services.
-
Dealer
and user panelNew digital processes and features are always verified with end users in order to improve a usability.
-
Agile incremental
approachAn agile methodology allows a constant incremental development of new features based on a user feedback.
-
Brand and market
comprehensionD!AS solution is in accordance with the group’s brands and shall avoid the individual development of local solutions.
-
Need for
standardisationTechnological and process standardization is a cornerstone for the integration of products into a seamlessly interconnected ecosystem.
-
Modular IT
architectureA modular architecture makes it easier to implement the new features and services in a fast way.
Approach
Understand the user needs is essential to define the digital functionalities which are then assigned to the IT applications, that technically enable their viability.
D!AS Products and Functionalities
Products, which are in scope of the D!AS program deliver functionalities to support digital processes and enable the common goal of one After Sales Process.
Various products are represented by their digital functionalities for each use case in the workshop. This way a complete overview of the digital transformation within workshop processes is provided.
For more information visit section FUNCTIONALITIES
For more information visit section USE CASES
Challenges:
Limited technical knowledge and interest
Limited interest in car maintenance
Needs:
Transparent information
Demands / Wishes:
Convenient way to travel from A to B
“smartphone” first – be able to do everything with the smartphone
Challenges:
Too many customers, too little time
Inefficient processes and systems
Needs:
Digital solution to enable efficient and convenient working styles
Single Sign-On for access
Demands / Wishes:
Usage of latest technology to inease efficiency
Fast and transparent communication
Challenges:
Too many systems within the workflow
Insufficient information about parts availability
Needs:
Fast and efficient solutions
Transparent information
Demands / Wishes:
Fast and efficient systems
Connected information
Challenges:
Too many systems within the workflow
Time issues within workshop throughputs
Needs:
Handle difficult situations
No more system breaks
Fast and efficient solutions
Demands / Wishes:
IT systems as solution for better service experience
Additional time for diagnosis
Digitization & automatization
User Groups
Have a look at the videos to understand the specifics of both groups:
Digital native
Digital Immigrant
European Dealer Council Working Group D!AS
On October 15th the European Dealer Council (EDC) Working Group D!AS took place at the Volkswagen WeCampus in Berlin. More than 70 participants, consisting of dealer and importer representatives from 14 countries as well as D!AS team members, participated in the information and networking event. The overall purpose of the Working Group is to build up a dialogue between the dealers and the D!AS program. This is why the aim of the event was not only to provide dealers with an update regarding the most recent developments and the status quo of the D!AS program, but also give them the opportunity to provide feedback on the implementation and the use of D!AS products in the dealer network.
Dealers have also addressed several challenges, such as legal issues, slowing down the product implementation. Mrs. Imelda Labbé, Head of Group After Sales, has assured the audience that the D!AS Team is working on overcome the issues with full commitment. Mr. Matti Pörho, President of the EDC, appreciated the dedication and offered support on behalf of the entire EDC. In order to show the dealers what to expect in the future, six products (ASID, ASP, Media Hub, PAT, Warranty, zADB) demonstrated their already available functionalities in a live-demo version. Furthermore, DiEGo, R-SAFE and Elsa2Go offered more detailed insights in the form of a market stand.
The D!AS Team enjoyed the exchange with the EDC management, the dealers and the importers and is already looking forward to the next EDC Working Group D!AS which is planned for Spring 2020.
Markets
Roll-out completed
Roll-out ongoing
Pilot ongoing
Commitment