A digital, customer-oriented complaint and warranty process including a seamless data connection and guided repair process.
The future complaint and warranty activities will be integrated into the touchpoints along the entire D!AS customer journey, from requesting a service until the follow up after the service. Based on nine clusters, containing multiple detailed work packages, each touchpoint will be improved by existing or newly developed functionalities.
These work packages were defined together with the brands (VW PC, AUDI, SKODA, VW CV, SEAT) to ensure a jointly committed vision and future scope of the project “D!AS Warranty”.
Have a look at the short video introducing how the future complaint capturing process will look like.
The different complaint and warranty touchpoints are mapped along the four service process phases and the respective perspectives of customer, dealer and importer/ OEM.
You get more information by moving your mouse over the touchpoints
Online complaint capture
with new technologies
Guided repair documentation
Inteligent reporting obligation
Harmonised existing feedback & communication channels
In a first step, the target picture for the future complaint and warranty process was defined by integrating the different requirements of customer, dealer, importer/ OEM. Based on this process, the exemplary benefits for each touchpoint have been illustrated. To ensure the implementation of these benefits, 85 work packages have been developed together with all brands including a detailed description.
During the elaboration of the work packages together with the brands, make or buy decisions will be considered to create a group-wide complaint and warranty process solution.
D!AS complaint and warranty processing
