Bosch Empowers Technical Support Teams and Optimizes Customer Experience

About Bosch

The Bosch Group is a leading global supplier of technology and services employing 403,000 associates worldwide with 77.9 billion euros in sales. As a leading IoT company, Bosch offers innovative solutions for smart homes, smart cities, connected mobility, and connected manufacturing. The Bosch Group’s strategic objective is to deliver innovations for a connected life. Bosch improves quality of life worldwide with products and services that are innovative and spark enthusiasm, creating technology that is “Invented for life.”

The Challenge

Bosch Automotive has a technical hotline for providing expert repair assistance for car workshops. The hotline is dealing with complex problems related to electronics and diagnostic equipment. The key to efficiently manage resources and ensure customer satisfaction is to bring efficiency to the troubleshooting process and avoid having to contact the same customers several times to fix a single problem.

The Solution

Provide technical hotline with SightCall to see what the mechanic is seeing and visually point out the steps to problem resolution. Through seamless integration into Bosch’s CRM system the hotline is able to easily document relevant data about the service case for future review. Custom Mobile App, Bosch Visual Connect, allows customers to open tickets themselves, to retrieve vehicle information and VIN numbers offline and to request video support when they require personal video assistance.

The Benefits

Leveraging SightCall as an integrated part of their processes, Bosch has experienced significant improvement in the first contact resolution rate and in the time to resolution. Hotline experts have found it easier to solve problems with video assistance than by traditional methods. The mechanics feel empowered with the self-service tools and the easy on-demand access to a service expert.

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