Overview
A leading automotive company enhances its customer service using Emantras interactive solutions.

The Challenge
A major Indian automotive company realized that effective training was an important requirement for efficient performance of service staff. In addition, they wanted to provide information to dealers and customers that would streamline communication of problems. They wanted Emantras to provide a solution that could assist the service teams address service issues efficiently and provide information to users in an easy to comprehend fashion. The challenge was to create a solution that would allow service personnel and customers to quickly and easily identify service problems and resolve issues in an efficient manner.

Our Solution
The company provided content in the form of text-based manuals and instruction guides. In addition, Emantras team did an onsite analysis and captured pictures of the products, their functioning and servicing in the form of digital videos and photographs to help in creation of a complete solution. After analysis of the knowledge available, our design team came out with an ideal service training solution in the form of an Interactive Repair and Testing manual. The solution covered topics on dismantling and assembly of the product and it’s testing which are shown as step-by-step procedures using animations and simulations. These enhance user understanding and provide the effect of a virtual practice session. In addition, sections on parts preview, tools list and FAQs we provided to improve user knowledge.

Emantras was successful in providing all the required information in a single package.

• Extremely user-friendly
• Self-explanatory animations and visuals
• Live reproduction of testing procedures
• Exploded view of parts
• FAQs
• Multilingual options in a single solution
• Available both online and offline, 24/7/365
• Distributed in the form of CD ROMs

Outcome
The company has successfully launched our interactive CD Rom based repair and testing guide and has got an exemplary feedback from its dealers and customers on this interactive and cost effective training solution. Our solution has helped them enhance their customer relationships by providing them with an easily understandable and user-friendly training system. It also helped them save a considerable amount of time and money relative to service calls and related issues. Service personnel were more efficient in addressing issues as they had better feedback from customers. Customers were self-educated to handle minor problems by them selves without the need for service personnel.