Ambition
A leading North American automotive manufacturer set out to modernize and take greater ownership of its aftersales service experience to better meet evolving customer expectations.
Like most Detroit automakers, the company had traditionally relied on its dealer network to manage end-customer service interactions. Over time, this resulted in fragmented and inconsistent experiences across dealerships falling short of customers’ growing expectations.
Dealers scheduled more than 18 million service appointments annually, yet only 10% were booked online. While some dealers had introduced digital scheduling tools, the capabilities and user experience varied widely, limiting adoption and scalability. None of the existing solutions supported mobile or portable devices for booking and managing appointments. Additionally, the lack of proactive communications and notifications led to missed appointments, double bookings, and inefficient workshop utilization.
To address these challenges, the automaker aimed to regain control over both the process and outcomes of the service journey using a unified digital platform to create a simpler, more consistent, and more convenient experience for customers and dealers alike.
Action
Wipro worked closely with the automaker, its IT organization, and key technology providers to gain a deep understanding of the existing service model and the operational and experience challenges faced by dealers and customers alike. This collaborative discovery phase helped uncover gaps in scheduling, communication, and workshop optimization that were limiting both customer satisfaction and dealer efficiency.
Based on these insights, Wipro designed and implemented an integrated service experience platform that unified fragmented dealer processes into a single, consistent system. The platform provided the automaker with centralized visibility and control over service appointments, while enabling dealers and customers to seamlessly schedule, manage, and deliver services. By simplifying appointment management and introducing proactive coordination, the solution respected customers’ time and reduced scheduling errors.
Built to be cloud-ready and API-driven, the platform delivered an always on scheduling experience accessible across devices and channels. It supported advanced capabilities such as online and mobile booking, dealer administration, service lane automation, transportation and logistics management, and vehicle pickup and delivery while enabling proactive communications and dynamic promise-time management to reduce conflicts and missed appointments.
The architecture also allowed the automaker to progressively activate incremental use cases, including PDL and MSV, to optimize workshop throughput across fast lanes and main shop operations. By decoupling experience from legacy dealer systems and enabling modular enhancements, the solution created a scalable foundation for future digital aftersales innovations.
Ambitions realized
The platform is now used by over 3,000 dealers across North America and has been mandated for the automaker’s flagship electric vehicles and all new models, establishing a standardized, digital-first aftersales experience across the dealer network.
Operational performance improved significantly, with a 50% increase in honoured service reservations and a 45% improvement in promise-time adherence across both initial and updated commitments. Digital engagement accelerated as well, driving an 80% increase in repair orders booked online and enabling more predictable, efficient workshop operations. These gains translated into tangible customer and business outcomes, including a 27% increase in customer satisfaction (CSAT) and a $129 increase per repair order in revenue.
By centralizing control and modernizing dealer operations, the automaker transformed a fragmented service model into a scalable, future-ready platform that sets a new benchmark for digital aftersales excellence.
