Ambition
A leading Detroit‑based automotive manufacturer faced a growing disconnect between its customers and dealer network. Customers found it increasingly inconvenient to visit dealerships for even minor repairs, leading to declining satisfaction, weakening brand loyalty, and inconsistent service experiences across channels. As customer expectations shifted toward more personalized, on‑demand services, the automaker set out to fundamentally simplify and modernize every interaction - online, offline, and in‑person. Their ambition was to create a seamless, customer‑first service ecosystem that delivered convenience, consistency, and trust at scale, while also opening new avenues for dealer and OEM revenue growth.
Action
Wipro partnered closely with the automaker, its IT organization, and ecosystem providers to identify friction points across the service journey and reimagine the endtoend experience. Together, they designed and enabled a comprehensive remote service model that supported implementation of complimentary remote service experiences covering a full spectrum of service needs - from routine oil changes to recall repairs - delivered through two execution paths. First, pickup-and-delivery (PDL) enabled a dealer-led workflow where the customer’s preferred dealer collects the vehicle from a home or place of business, completes the required service, and returns the vehicle post-service. Second, for routine maintenance and light repairs, a Mobile Service workflow enabled dealers to dispatch a mobile service van with a trained technician to an eligible customer location.
To operationalize these experiences at scale, the model enabled dealer-level configurability. The participating dealers could set service and mileage limits for each remote experience type, allowing them to define coverage boundaries and service eligibility. In parallel, Wipro supported the experience enhancements that increased online booking by enabling real-time slot availability, improving the customer’s ability to schedule services based on live appointment options. This approach created the foundation for incremental revenue opportunities for the OEM (through a planned future subscription) and dealers, while maintaining consistency in how customers discover, book, and receive service.
Ambitions Realized
The initiative transformed aftersales service into a strategic differentiator, delivering convenience-first experiences at enterprise scale. With over 1,900 dealers onboarded across North America, customers can now access pickup and delivery or mobile service options for a wide range of service needs, extending the brand experience beyond dealership walls. The impact is clear and measurable. Online service bookings increased by 80 percent, driven by real-time scheduling and simplified digital journeys, while customer satisfaction improved by 40 percent, reflecting higher trust and consistency across service interactions.
