MSX_Logo_RGB_negative
Get in touch
MSX_Logo_RGB_negative
Get in touch

Intelligent outreach for a connected era: Why mobility players must move beyond predictive contact models

Intelligent outreach for a connected era: Why mobility players must move beyond predictive contact models

In an age where cars can talk, why are so many customer conversations still stuck in the past? Traditional, predictive customer contact models, built on static data and generic triggers, are increasingly ineffective in today’s connected vehicle landscape. They often result in irrelevant outreach, low engagement, and missed opportunities to build trust and drive service revenue.
Research reveals that 71% of consumers expect companies to deliver personalized interactions, and 76% get frustrated when this doesn’t happen. And in automotive aftersales, this expectation is amplified by the growing availability of connected vehicle data. Yet many OEMs and dealer networks are not fully leveraging this data to create timely, relevant, and human-centered service experiences.

The need for real-time, needs-based communication

To overcome these challenges, the industry must embrace a more intelligent, proactive data-driven approach that integrates real-time connected vehicle data with CRM systems and empowers human consultants to act only when service is genuinely needed.

This model shifts the focus from prediction to precision. By using live data from connected vehicles, brands can identify actionable alerts, such as oil quality degradation or urgent maintenance needs and route them directly to trained consultants. These consultants can then engage customers with context-aware conversations that validate the alert, explain the next steps, promote the brand promise and offer convenient booking options.

This approach not only improves the relevance of each interaction but also respects the customer’s time and builds trust through transparency.

Real change demands more than good intentions

Implementing this model requires more than just technology, it’s a mindset change. It demands a coordinated strategy that brings together:

People

Skilled consultants who turn vehicle alerts into valuable customer conversations, with the tact to upsell, cross-sell, and build rapport.

Technology

Seamless integration between connected vehicle platforms and CRM systems and dealer schedulers to enable real-time alert processing and bookings.

Processes

Streamlined workflows that reduce inactivity, eliminate manual steps, and ensure consistent, GDPR-compliant communication.

When these elements align, the results are compelling. Brands that have adopted this approach have seen an 18% increase in conversion rates compared to traditional predictive methods.

Beyond conversion, this model also improves dealer efficiency by filling service bays with high-quality leads, reducing idle time, and enhancing workshop planning. And perhaps most importantly, it strengthens customer trust by ensuring that every interaction is timely, relevant, and respectful.

Smart service takes more than smart tech

The automotive industry doesn’t suffer from a lack of data, but instead a lack of timing, relevance, and trust. In a world where vehicles can signal their needs in real time, the real challenge is knowing when and how to act on the information being made available. Intelligent, human-led outreach is the difference between being part of the customer’s journey or not. But getting it right isn’t easy. It demands more than a new tool. It requires a new mindset, one that blends data with empathy, automation with judgment, and speed with purpose. Something that is difficult to automate without human intervention.

The future of service lies not in more contact, but in better contact. And while the path forward is clear, it’s not automatic. It takes intention, integration, and insight.

At MSX, we believe in building that future through solutions like MSX Connected Vehicle Care.

Contact the Author

Article_13_Michele_Esposito_small.webp

Michele Esposito

Global Solutions Director, Consumer Engagement

Article_13_Michele_Esposito_small

Michele Esposito

Global Solutions Director, Consumer Engagement

Related Articles

MSX AI Sales Agents: The new engine behind automotive retail transformation

Home > Articles > MSX AI Sales Agents

MSX AI Sales Agents: The new engine behind automotive retail transformation

What if your next customer never had to repeat themselves, no matter where, when, or how they reached out?
At MSX, that’s not a future vision, it’s today’s reality. By embedding intelligent AI agents across the entire retail journey, MSX is transforming fragmented automotive experiences into seamless, brand-consistent conversations that convert. This isn’t about replacing people. It’s about empowering them and reimagining what’s possible when AI becomes the engine behind every customer interaction.

The MSX AI framework

This transformation is further amplified through MSX’s partnership with NeuraCRM – a living, intelligent ecosystem that connects social signals, omnichannel interactions, and lead data into one unified platform. NeuraCRM empowers OEMs, NSCs, and dealer networks to capture the intelligence behind customer intent in real time.

Unlike conventional rule-based bots, MSX’s AI Sales Agents are powered by generative AI, enabling them to deliver dynamic, contextual, and human-like interactions. Each agent is purpose-built to support a specific part of the customer lifecycle:

George

A product expert, George handles detailed vehicle queries with precision and depth.

Rita

A digital sales agent, Rita guides customers from initial enquiry through to contract preparation.

Nora

A voice bot, Nora manages appointment scheduling, whether for test drives or service bookings, via phone.

Luca & Emma

Operating behind the scenes, Luca and Emma aggregate external data such as market trends and registration statistics to enrich the system’s intelligence.

These agents are further enhanced by NeuraCRM’s predictive intelligence, which enables them to understand context from social media, landing pages, and web interactions, and recommend next-best actions based on behavioral patterns, ensuring that customers receive tailored, brand-consistent support whether they’re browsing, buying, or booking.

Redefining retail with embedded intelligence

What sets MSX apart is its philosophy: AI is not a bolt-on feature, but a foundational layer of the digital retail experience. It’s an integral part of the digital journey.
 
Whether launching a new model, nurturing leads, or managing end-of-term leasing, MSX’s AI agents operate as an always-on support system. This standardization ensures consistent, high-quality interactions, while preserving each brand’s unique tone and requirements.

AI that amplifies human expertise

MSX’s AI Sales Agents empower human advisors, by drawing on continuously updated knowledge bases, including brand documents and product data, to provide accurate, real-time responses. This frees up human agents to focus on complex, high-value interactions.

The standardized infrastructure allows agents to switch between brands with ease. Where once a team might have been trained on a single OEM, today’s advisors can support multiple brands, each with its own scripts and expectations, thanks to the shared AI backbone.

Omnichannel by design

Modern consumers expect flexibility. Whether they reach out via WhatsApp, Facebook, website chat, or voice, MSX ensures a consistent, AI-backed experience across all channels.

NeuraCRM’s omnichannel capabilities complement this design, enabling proactive re-engagement and seamless transitions across platforms. This is an experience particularly valued by younger, digitally native customers.

AI that builds loyalty and value

MSX’s AI Sales Agents go beyond the point-of-sale. They anticipate customer needs, optimize offers, and preserve future opportunities. For example:
  • They can reassess leasing options months in advance, coordinating trade-ins or buybacks to create compelling upgrade paths.
  • When budgets don’t align, they shift prospects back into the funnel rather than discarding them.
  • They handle multi-request scenarios, such as booking a service and scheduling a test drive, in a single, fluid interaction.

By capturing insights from every engagement, MSX builds a detailed customer profile enabling more personalized and relevant interactions, while maintaining privacy through data abstraction.

Modular, scalable, and OEM-ready

Not every automaker is ready to leap into full automation, and that’s exactly why MSX’s approach works. With a modular, scalable framework, brands can choose the level of automation that suits their strategy. Whether it’s a fully autonomous retail flow or a hybrid model with manual handoffs at key moments like contract signing, MSX adapts to the rhythm of each OEM.

But adaptability is only part of the story. MSX’s AI Sales Agents are embedded across the entire customer and sales lifecycle, not as add-ons, but as strategic enablers. They bring consistency, intelligence, and brand nuance to every interaction. By fusing generative AI with a modular omnichannel infrastructure, MSX creates a digital foundation that evolves with the industry.

In a landscape where agility defines success, MSX delivers the tools, the architecture, and the intelligence to help automotive brands lead with confidence. The partnership with NeuraCRM further strengthens this foundation, offering a scalable, intelligent lead management ecosystem that adapts to diverse market needs and brand strategies.

Contact the Author

Robert_Haeusler

Robert Häusler

Global Solutions Director, Distribution and Sales Performance

Robert_Haeusler

Robert Häusler

Global Solutions Director, Distribution and Sales Performance

Related Articles

Homologation without borders: Building a cohesive compliance strategy

Homologation without borders: Building a cohesive compliance strategy

At first glance, homologation in the automotive sector appears to be a tightly controlled, highly standardized process, particularly in Europe where type approval legislation provides a common framework. But as anyone who works in the field knows, the closer you get to the ground, the more fragmented the reality becomes. National authorities interpret and apply regulations differently, and even within the same OEM network, processes such as Certificate of Conformity (CoC) issuance can vary dramatically from one country to another.
This inconsistency creates operational headaches. It delays vehicle registration, frustrates customers, and introduces hidden costs that can escalate quickly. For OEMs and mobility players navigating an increasingly complex regulatory landscape, the need for a smarter, more cohesive approach to homologation has never been more urgent.

The challenges of fragmentation

Homologation is no longer a back-office function. In a market shaped by electrification, digital ecosystems, and evolving emissions standards, it plays a critical role in how quickly and confidently vehicles reach customers. Yet many OEMs still manage homologation through siloed teams spread across sales, aftersales, warranty, and engineering departments. This decentralized model leads to inefficiencies, communication breakdowns, and a lack of accountability.

Moreover, the homologation process is often managed locally by national sales companies (NSCs), each with its own tools, workflows, and interpretations of compliance. The result is a patchwork of processes that are difficult to scale, monitor, or improve.

Cross-market expertise is essential for success

Thriving as a mobility player in this environment requires more than just compliance. It requires strategic foresight, cross-border coordination, and operational excellence.

Expertise across market

Local knowledge is essential, but so is the ability to apply it consistently across borders.

Agility in compliance

Regulations are constantly evolving. Staying ahead requires dedicated resources to track, interpret, and implement changes.

Innovation. Transformation. Precision.

Operational efficiency

Delays in CoC issuance or national approvals can stall vehicle deliveries and impact revenue.

GettyImages-1361421117

Cost control

Homologation must be scalable and transparent, with clear KPIs and centralized reporting.

Modular services for market-specific needs

What’s needed is a hybrid delivery model that combines local expertise with centralized coordination. One such model, already in use by leading OEMs involves:

Regional experts

who manage high-touch interactions with authorities and customers.

A centralized support team

that handles documentation, CoC processing, and workflow coordination.

Modular services

that can be tailored to the needs of each market, from type approval for new entrants to ongoing homologation support for established brands.

This approach delivers measurable benefits: reduced costs, extended service hours, improved compliance, and faster time-to-market. It also provides a single point of accountability – something that’s sorely lacking in many current setups.

Standardizing without sacrificing flexibility

For one European vehicle manufacturer, this model has already transformed homologation across 12 brands. By outsourcing key tasks and standardizing processes, they have cleared backlogs, improved customer satisfaction, and gained better control over compliance costs. The solution adapted to local needs without sacrificing consistency, which is a critical balance in today’s regulatory environment.

MSX Homologation Services

MSX offers a fully integrated, comprehensive solution designed to help OEMs navigate the complexities of global compliance with confidence and efficiency. Our offering brings together two core service pillars:
  • Type Approval:

We specialize in helping OEMs bring vehicles designed and manufactured in one region into compliance with the regulatory requirements of another. This includes managing the technical documentation, regulatory interpretation, and authority engagement needed to secure approval for market entry.

  • Modular Homologation Support:

Beyond type approval, we offer a suite of scalable services that support ongoing homologation needs. Whether it’s Certificate of Conformity (CoC) management, documentation handling, or workflow coordination, our modular approach allows OEMs to tailor support to each market’s specific demands without sacrificing consistency or control.

By combining local expertise with centralized coordination, MSX delivers faster time-to-market, reduced compliance costs, and a single point of accountability across your homologation lifecycle.

Ready to simplify your compliance journey? Let MSX help you turn homologation into a strategic advantage.

Find out more

Contact the Author

Nicola Zorz

Global Solution Leader, Diagnostic & Repair Enhancement

Nicola Zorz

Global Solution Leader, Diagnostic & Repair Enhancement

Related Articles

The application of causal modeling in automotive retail

The application of causal modeling in automotive retail

Automotive retail operations are becoming increasingly complex due to advancements in technology, evolving consumer behaviors, and heightened competition. In this dynamic environment, retailers must make well-informed decisions regarding inventory management, supply chain optimization, and overall business strategies. To achieve this, it is critical to understand the true factors that influence business outcomes.

In this article, we explore how MSX has been leveraging its expertise for over 20 years to navigate the complexities of automotive retail operations. We harness the capabilities of our expert teams to manually formulate and test causal relationships, rather than relying solely on the automated, technologically curated solutions available on the market. This unique approach, which few players in the market possess, allows us to gain deeper insights and make more informed decisions. Consequently, we believe we are in a prime position to invest even further in this field.

Understanding causal modeling

Causal modeling offers a cutting-edge, scientific approach to deciphering these intricate relationships between variables and their impact on business performance. By moving beyond traditional correlations, it identifies and validates cause-and-effect relationships, providing actionable insights for dealerships. This method, recently gaining traction in the automotive retail sector, has the potential to revolutionize how businesses enhance their performance and improve customer satisfaction.

This methodology helps us understand the true causes behind different outcomes by analyzing how various factors are related. Unlike simple correlations—such as the perception that having more technicians correlates with completing more maintenance work—causal modeling delves deeper to identify whether increasing the number of technicians directly causes an increase in maintenance output. This distinction is essential for making decisions that yield measurable results.

Building the model

To develop a robust causal model, access to comprehensive dealership data is paramount. This includes both financial and operational metrics. Analysts typically track and analyze up to 50 key performance indicators (KPIs) daily to model the expected influences of various factors. Mathematical and statistical techniques are then applied to predict the likelihood of one variable impacting another.

However, one of the key challenges in automotive retail is linking consultant recommendations to measurable improvements. Often, there is limited evidence directly connecting specific recommendations to desired outcomes. Causal modeling addresses this gap by statistically identifying which actions drive results and which do not. Over time, this approach helps create tailored action plans that maximize positive outcomes and minimize ineffective efforts.

From correlations to causal relationships

The ultimate goal is to move beyond surface-level correlations to uncover the deeper drivers of business success. By analyzing a wide range of data and metrics, dealerships can uncover hidden factors influencing their operations. For example, understanding how staff training impacts financial performance can lead to more effective training programs and, consequently, better dealership results.

Real-world applications

Causal modeling is already demonstrating its value in practical scenarios. For instance, using data from dealership visits and interventions, analysts can trace specific actions back to measurable improvements, such as increased new car sales. MSX’s tools, like Insight BM, which generate KPIs, can be further enhanced with causal analysis to provide prescriptive recommendations rooted in data-driven insights.

Additionally, visualizing these causal relationships offers stakeholders a clear understanding of how various factors influence each other. Insight BM takes this a step further by providing in-depth analysis and visualization of business data, helping uncover hidden patterns and insights. For example, it might show how staff training influences customer satisfaction, which in turn drives sales and profitability.

Enhance decision making

Identify the most impactful actions to prioritize efforts

Optimize resources

Allocate time and money more effectively by focusing on high impact interventions

Drive measurable results

Create action plans that are more likely to achieve positive outcomes.

Stay competitive

Leverage advanced analytics to stand out in a saturated market

The future of automotive retail analytics

Causal modeling represents a significant step forward in analytics for automotive retail. By combining advanced data collection, robust statistical methods, and actionable insights, this approach equips businesses to tackle modern challenges with confidence. As the industry continues to embrace causal analysis, the potential for improved performance and customer satisfaction grows exponentially.

At MSX, we are at the forefront of transforming automotive retail, setting new standards for the industry. Our pioneering efforts are backed by our deep expertise and extensive history in delivering transformative insights and a scientific approach through our dealership improvement programs, positioning us as a leading partner in the field.

We empower our clients to make data-driven decisions that drive significant results and secure a competitive edge. As we continue to advance, the integration of these models with cutting-edge predictive tools and machine learning technologies promises to revolutionize analytics in this sector, paving the way for a more dynamic and insightful future.

Contact the Author

Felipe_Cruz

Felipe Cruz

Global Solutions Leader, MSX

Felipe_Cruz

Felipe Cruz

Global Solutions Leader, MSX

Related Articles

Benchmarking redefined: Contour’s transformative approach to competitive analysis

Benchmarking redefined: Contour’s transformative approach to competitive analysis

In today’s fiercely competitive market, mobility players are striving to exceed industry standards. By comparing their performance with that of their competitors, organizations can uncover hidden opportunities, set ambitious yet achievable goals, and develop strategies to stay ahead. Competitive benchmarking has become an essential tool in this data-driven business landscape. Many businesses still struggle to understand how their competitors are performing, often relying on surveys to get the answers. Contour’s innovative benchmarking solution, however, uses real-time transactional data, providing a comprehensive, dynamic, and in-depth analysis of industry performance.

By redefining industry standards, Contour empowers businesses with actionable intelligence that drives strategic decision-making and operational excellence. This advanced approach enables organizations to gain a competitive edge by accessing insights, identifying areas for improvement, and making informed decisions that enhance overall performance. As a result, businesses can stay ahead of market trends, optimize their operations, and achieve sustained success in an increasingly competitive environment.

Revolutionizing benchmarking with real-time data analytics

Traditional benchmarking relies on surveys, which often lack depth, accuracy, and relevance. Contour disrupts this model by integrating transactional data analytics, allowing businesses to compare industry trends. It works by aggregating repair order data and other relevant metrics which is then normalized and securely shared through an executive mobile app and diagnostic portal.

One of the unique aspects of this solution is its ability to normalize data across different OEMs and independent repair chains. This normalization allows for meaningful comparisons and helps organizations identify areas for improvement. This approach enables businesses to:

  • Access near real-time data, typically updated within a two-to-four-day window.
  • Move beyond assumptions based on limited survey responses.
  • Leverage a consortium-based data-sharing model where OEMs provide live repair order data.

Delivering insights through smart technology

At the heart of Contour’s approach to benchmarking is the delivery of insights through smart technology, ensuring that these insights are both accessible and actionable by leveraging advanced technological solutions. Contour’s desktop Diagnostic Portal offers in-depth analysis with granular reports on brand performance and competitive analysis. This tool allows users to dive deep into the data, uncovering detailed insights that can drive strategic decisions and operational improvements.

The Executive Mobile App provides a high-level, intuitive interface designed specifically for industry leaders who require quick, daily performance snapshots. This app is not only convenient, but it also empowers executives with the information they need to make informed decisions on the go. The app features AI-generated summaries and news aggregation, which enhance decision-making by providing a comprehensive view of the market landscape and highlighting key trends and developments.

Thought leadership and market intelligence

Looking ahead, Contour’s thought leadership initiatives aim to redefine benchmarking by integrating predictive business intelligence, AI-driven decision support, and globalized data trends. These modules are designed to not only anticipate market changes before they occur, allowing organizations to proactively adjust their strategies and operations, but also offer support to dealers and OEMs in identifying areas of concern and opportunity by analyzing vast amounts of data and providing actionable insights. Access to globalized data trends helps to expand competitive insights across international markets, enabling organizations to benchmark their performance on a global scale and stay ahead of industry trends.

Leading the evolution of benchmarking

The importance of the competitor benchmarking solution within Contour’s framework cannot be overstated. It not only helps organizations understand their position in the market but also provides actionable insights to drive improvements. By offering a comprehensive view of performance metrics, we’re enabling organizations to make informed decisions, optimize their operations, and ultimately achieve better business outcomes. By integrating predictive intelligence, smart indexing, and intuitive reporting, we’re empowering businesses to stay ahead of the competition and drive future success.

Contact us today to discover how Contour can transform your business and give you the competitive edge you need.

Contact the Author

Cory_Allen

Cory Allen

Global Delivery Leader, Actionable Insights

Cory_Allen

Cory Allen

Global Delivery Leader, Actionable Insights

Related Articles

Navigating the automotive sales transformation: Strategies for established OEMs and disruptors

Navigating the automotive sales transformation: Strategies for established OEMs and disruptors

The automotive industry is experiencing significant transformations, driven by technological advancements, changing consumer preferences, and the entry of disruptive players. In a recent discussion, industry experts Mouna Ayed, Ralph Kranz, and Dirk Bott shed light on the evolving landscape of automotive sales. Their conversation highlights the strategies adopted by both established OEMs and disruptors to navigate these changes successfully.

Hosted by Mouna Ayed, the discussion features Ralph Kranz, a veteran in the automotive industry with 25 years of experience, and Dirk Bott, Global Vice President at MSX International. Both guests bring valuable insights from their extensive backgrounds in the field.

Different approaches to market

In the ever-evolving landscape of automotive sales, a contrast emerges between established OEMs and disruptors, each grappling with distinct challenges and leveraging unique strategies. Disruptors, including Chinese automakers, enter the scene with a focus on conquering customers in a saturated market. Their emphasis on customer trust and confidence takes shape through a user-centric, direct-to-consumer approach, challenging traditional norms.

This disruption significantly impacts established OEMs, compelling them to reassess their communication strategies. While disruptors thrive on direct communication and agile decision-making, geographical coverage poses a hurdle. Both disruptors and established OEMs find themselves navigating critical elements of the customer journey, lead conversion rates, and quick decision making to secure their market positions.

Adopting an innovative and visionary strategy

Customer engagement has become critical for the success of both disruptors and established OEMs, striving to engage the modern consumer effectively. Meeting the demand for a seamless online and offline experience requires a strategic transformation, the key to which lies in the ability to construct a flexible and innovative customer journey.

Established OEMs must adapt to a dynamic market that demands flexibility and innovation. Structural changes, including the integration of digital tools, become imperative for cost efficiency and heightened productivity. In the race against disruptors, they must focus on their brand loyalty, compelling narratives, and finding the right balance between innovation and market demands. But learning from disruptors’ flexibility and innovation is fast becoming essential, guiding established OEMs in crafting strategies that amalgamate tradition and innovation seamlessly.

For disruptors, the key lessons involve innovating, crafting a compelling brand narrative, and maintaining a balance between disruption and market demand. Fundamental elements, such as a well-structured sales funnel and an effective go-to-market strategy are crucial for lasting success.

The focus for a successful future

As established OEMs carve out a clear brand positioning that accentuates speed, flexibility, and customer-centricity, disruptors must persist in their innovative approaches while fine-tuning essential elements like sales funnels and go-to-market strategies. However, future success for all parties relies on an investment in a strong brand narrative and the adoption of lean organizational structures, laying the groundwork for a sustainable and profitable future for both established OEMs and disruptors alike.

Contact the Author

9[1]

Dirk Bott

Global VP Sales Performance and Distribution and Consumer Engagement

9[1]

Dirk Bott

Global VP Sales Performance and Distribution and Consumer Engagement

  • dbott@msxi.com

Related Articles

Driving transformation: Navigating warranty challenges and unlocking opportunities

Driving transformation: Navigating warranty challenges and unlocking opportunities

2024 brought significant challenges in automotive warranty management, driven largely by the increasing complexity of vehicles and evolving industry trends. Yet, these challenges come with opportunities to innovate, simplify, and deliver more value to clients. By embracing these innovations, the industry can improve efficiency, reduce costs, and enhance customer satisfaction.

Navigating complexity and rising costs

As the mobility landscape is being redefined, numerous challenges are altering warranty management. As vehicles become more advanced and complex, manufacturers and service providers are encountering new hurdles that impact both their operations and customer satisfaction. Here are three key challenges currently at the forefront of automotive warranty issues.

Escalating recalls

The frequency of recalls has surged, reflecting the growing complexity of vehicles. While advanced systems bring convenience and performance, they also increase the likelihood of component failures. This reality has led to a sharp rise in recalls, creating new pressures for manufacturers and service providers alike.

Rising warranty costs​

Warranty costs are trending upward due to two key factors: a higher incidence of part failures and the increasing expense of replacement components. Electrification adds another layer to this challenge. Electric vehicles, with their dependence on intricate electronic systems, introduce unique risks and costs compared to traditional combustion engines.

Skilled technician shortage

The shortage of skilled technicians is perhaps the most pressing issue. This isn’t just about numbers—it’s about depth of expertise. Many technicians lack the knowledge and skills required to navigate the intricacies of modern vehicles, which impacts everything from diagnosis accuracy to repair quality.

Innovating for value and growth

While these challenges present significant hurdles for the industry, there are opportunities to innovate and improve. By leveraging advanced technologies and rethinking traditional processes, manufacturers and service providers can enhance efficiency, reduce costs, and deliver a better customer experience.

Flexible recall execution

Transform and innovate recall processes to ensure optimal performance, maximize efficiency, and enhance customer satisfaction. Consider organizing "events" or "pop-up clinics" in convenient locations like mall parking lots, stadiums, or vehicle compounds. Additionally, increasing dealer capacity outside of standard working hours, including weekends, can make recalls more accessible and efficient.

Generative AI for warranty claim review

AI presents a game-changing opportunity to streamline warranty management. By automating processes such as fault analysis, root cause identification, and claim validation, we can reduce inefficiencies and improve accuracy, delivering faster, more reliable resolutions.

Standardized and simplified processing

Complexity can often be countered with simplicity. Standardizing processes and workflows across warranty management can reduce administrative burdens, improve consistency, and ensure faster claim resolution – all while enhancing the customer experience.

Enhanced technician support with chatbots

AI-driven chatbots provide an immediate way to bridge the skill gap. By offering real-time guidance, troubleshooting tips, and access to technical resources, these tools empower technicians to work more efficiently and effectively, even when dealing with complex repairs.

Proactive recall prevention

Rather than reacting to issues, we have the opportunity to prevent them. Through predictive diagnostics and warranty data analysis, potential faults can be identified early, reducing recall frequency and ensuring customers experience fewer disruptions.

Flexible recalls executions

Transform and innovate recall processes to ensure optimal performance, maximize efficiency, and enhance customer satisfaction. Consider organizing "events" or "pop-up clinics" in convenient locations like mall parking lots, stadiums, or vehicle compounds. Additionally, increasing dealer capacity outside of standard working hours, including weekends, can make recalls more accessible and efficient.

Generate AI for warranty claim

AI presents a game-changing opportunity to streamline warranty management. By automating processes such as fault analysis, root cause identification, and claim validation, we can reduce inefficiencies and improve accuracy, delivering faster, more reliable resolutions.

Standardized and simplified processing

Complexity can often be countered with simplicity. Standardizing processes and workflows across warranty management can reduce administrative burdens, improve consistency, and ensure faster claim resolution – all while enhancing the customer experience.

Enhanced technician support with charboat

AI-driven chatbots provide an immediate way to bridge the skill gap. By offering real-time guidance, troubleshooting tips, and access to technical resources, these tools empower technicians to work more efficiently and effectively, even when dealing with complex repairs.

Proactive recall prevention

Rather than reacting to issues, we have the opportunity to prevent them. Through predictive diagnostics and warranty data analysis, potential faults can be identified early, reducing recall frequency and ensuring customers experience fewer disruptions.

Looking ahead: Transforming challenges into opportunities

The journey ahead is both demanding and inspiring. As vehicle complexity continues to grow and electrification reshapes the industry, it’s clear that traditional warranty approaches must evolve. Yet, within these challenges lies the potential to not only adapt but to lead.

Emerging technologies such as Generative AI, predictive analytics, and advanced diagnostics provide the tools to streamline processes, reduce costs, and anticipate issues before they occur. By integrating these capabilities into our warranty management practices, we can shift from reactive problem-solving to proactive solutions that deliver real value.

Workforce development is equally essential for addressing the technician shortage. By providing technicians with digital tools such as AI-powered chatbots and real-time guidance platforms, we can help them bridge skill gaps and build a confident, capable workforce ready to meet the challenges of modern vehicle repair.

The way we deliver warranty services must evolve to align with customer expectations. Mobile repair solutions, which meet customers where they are, represent the next step in creating seamless and customer-focused experiences. These solutions not only enhance convenience but also set a new standard for efficiency in warranty management.

Simplifying and standardizing processes help reduce complexity and improve focus in the areas that deliver real value. By making workflows easier to navigate and adapt, we enable our teams and clients to dedicate their energy to delivering quality and reliability where it matters most.

The future of warranty management is about reimagining what’s possible. With a focus on innovation, customer experience, and operational excellence, we can transform today’s challenges into tomorrow’s opportunities.

For more information about how MSX is helping manufacturers and partners revolutionize warranty strategies, visit the Repair Optimization page. Together, we can build a more sustainable, efficient, and customer-centric future.

Contact the Author

Pasquale_aloi.png.png

Pasquale Aloi

Global Solutions Leader, Warranty and Repair Efficiency

Pasquale_aloi.png.png

Pasquale Aloi

Global Solutions Leader, Warranty and Repair Efficiency
  • paloi@msxi.com

Related Articles

Accelerating ahead: How OEMs can deliver next-generation automotive technical assistance

Accelerating ahead: How OEMs can deliver next-generation automotive technical assistance

Innovations and new digital realities are transforming the landscape of automotive customer support, reshaping how Original Equipment Manufacturers (OEMs) provide assistance. This article aims to illuminate the complexities and triumphs of this digital revolution by examining how OEMs can leverage newly emerging technologies or adapt their current strategies to form better solutions. This in-depth exploration of a technology-first approach reveals a future where precision and expertise converge, promising not just efficiency but profoundly transformative automotive customer support.

Navigating the digital maze: Challenges and triumphs

Transitioning to digital customer support presents new challenges as intricate as the solutions they demand. One of the primary hurdles faced by OEMs is the seamless integration of advanced technologies into their existing infrastructures. This integration demands agility and foresight. By embracing meticulous planning and innovative strategies, OEMs can bridge the gap between legacy systems and new solutions, ensuring a seamless transition into the digital age.

The over-the-air (OTA) revolution: A real-world scenario

At the core of this transformation lies OTA technology, a paradigm shift in automotive customer support. OTA technology empowers OEMs to remotely detect and anticipate issues in vehicles, significantly reducing the need for physical visits to service centers. Imagine this: you’re on a road trip, miles away from the nearest service station, and your vehicle’s diagnostic system detects a potential issue. In the traditional scenario, this could mean a stressful interruption and a lengthy visit to the nearest service station, possibly ruining your trip. However, with OTA technology, the OEM can remotely diagnose the problem, download necessary updates, and ensure your journey continues uninterrupted. These types of predictive solutions will help to alleviate concerns and redefine customer expectations.

From reactive to proactive: Evolving challenges and opportunities

As vehicles grow increasingly complex, technical help desks (THDs) face the daunting task of not just keeping pace but staying ahead. The digitalization of services, though time-consuming and intricate, presents immense opportunities. By enabling dealers to remain autonomous through the use of predictive tools, THDs can transform service experiences from resolving incidents to preventing them altogether. This transition, however, requires navigating the intertwined paths of OEM IT strategies and THD service innovation.

The rise of OTA updates

Research from Frost & Sullivan reveals a growing adoption of OTA updates predicts that they will become a standard feature in future vehicles.

A personalized touch

As vehicles transform into Big Data powerhouses, managing vast amounts of information becomes a challenge. This is where artificial intelligence, machine learning, and the internet of things come into play. By harnessing the potential of these technologies to sift through vast amounts of data, OEMs can begin to identify patterns and anomalies that may have been impossible to see before.

While using the internet of things, an AI system can analyze driving habits, identify potential issues based on the pattern of the data extracted and predict potential issues that may impact the vehicle in the future. Consequently, the OEM can offer tailored recommendations, ensuring your vehicle continues to operate at peak efficiency. These personalized touches, made possible through advanced analytics, will go a long way to enhance customer satisfaction and loyalty.

The importance of POVs: Proof of value

It is paramount that mobility companies begin to cater their solutions to and understand the unique needs of each OEM. The best way of achieving this is through a strategic integration process that begins with a meticulously crafted proof of value. A proof of value serves as a window into the future, showcasing the transformative power of innovative solutions and allowing the OEM to see how certain technologies can benefit them before taking the financial risk of a full-scale implementation.

For example, an OEM, skeptical about the efficacy of digital solutions, may review the proof of value of a similar implementation with another large-scale company. After reviewing the data, they will be able to see how a similar program could offer a significant reduction in service-related downtimes and a spike in customer satisfaction. This tangible proof can be used to convince the OEM of the potential, leading to a seamless integration of new technology services into their operations. This ability to see the results of a new approach, without taking the financial risk, is a clear win for OEMs.

Enhancing customer experience: The human element

Amidst the whirlwind of new technological advancements, human interaction remains crucial in the realm of automotive customer support. Companies must recognize this fundamental truth and integrate a human-centric approach into their digital solutions. The importance of empathy is paramount, as well as understanding and communication in resolving customer issues. While algorithms and data analyses may drive predictive solutions, it is the empathetic human touch that fosters trust and loyalty.

If a customer receives a service engine prompt, a technician will run the diagnostics and begin to service the vehicle. If they experience problems fixing the issue, they will contact a THD for further support. An agent on the other side can direct them through the process with step-by-step instructions. This process is paramount in delivering excellent customer service as the THD support agent not only understands the concerns of the technician, but also that the vehicle must be fixed and returned to the customer in a timely manner. This fusion of technology and compassionate human interaction elevates the customer experience, ensuring that technological advancements are not devoid of empathy.

A glimpse into the future of automotive customer support

As the automotive industry hurtles toward a time dominated by automation and digitalization, MSX technology stands as a beacon of innovation. Our approach paints a vivid picture of a future where vehicles not only navigate roads but also seamlessly traverse the complexities of the digital landscape. The integration of OTA technology, coupled with the analytical power of AI and machine learning, heralds an era where customer support is not just efficient but also anticipatory, predictive, and profoundly personalized.

A paradigm shift in automotive customer support

This article has offered just a glimpse into the challenges and triumphs within the dynamic landscape of automotive customer support. It showcases a world where technology and expertise converge to redefine industry standards. As we continue to move forward, it is evident that companies will continue to shape the automotive landscape, ensuring that vehicles not only drive forward but also lead the way in delivering unparalleled customer experiences.

With every digital advancement, the drive toward excellence accelerates, promising a future where customer satisfaction knows no bounds. As we bid farewell to the era of traditional support models, innovative solutions and powerful new technologies pave the way for a new dawn, where automotive customer support is a seamless blend of innovation, empathy, and unparalleled expertise.

Enhancing customer experience: The human element

As the automotive industry hurtles toward a time dominated by automation and digitalization, MSX technology stands as a beacon of innovation. Our approach paints a vivid picture of a future where vehicles not only navigate roads but also seamlessly traverse the complexities of the digital landscape. The integration of OTA technology, coupled with the analytical power of AI and ML, heralds an era where customer support is not just efficient but also anticipatory, predictive, and profoundly personalized.

Changing the rules: Driving warranty transformation

Warranty’s future includes dynamic technologies that increase automation and give manufacturers greater financial control and confidence.

Prepare for the future of warranty management

We believe a new approach to smarter Technical Support helps organizations develop valuable new opportunities and gain new insight

The road ahead-an intelligent warranty forecast

Managing warranty control is a key area where OEMs have additional room for improvement to boost efficiency and profitability.

Contact the Author

Nicola Zorz

Global Solution Leader, Diagnostic & Repair Enhancement

Nicola Zorz

Global Solution Leader, Diagnostic & Repair Enhancement

  • nzorz@msxi.com

Related Articles

Improve warranty management accuracy and efficiency with AI and automation

Improve warranty management accuracy and efficiency with AI and automation

In the world of automotive warranty management, two major innovations are reshaping the industry landscape: artificial intelligence (AI) and automation. These advanced technologies are revolutionizing the way we handle warranty processes, from start to finish. By streamlining and automating tasks, manufacturers can improve efficiency and accuracy, while AI-powered solutions provide valuable insights into warranty claims, enabling OEMs to make data-driven decisions. These powerful solutions not only impact warranty management but also influence other areas of automotive operations such as servicing and repairs, and vehicle design and development.

Embrace the complexities of warranty processing

While automotive warranty processing presents intricate challenges, further exacerbated by the rise in alternative powertrains, teams are actively embracing these complexities. As they navigate through multiple IT legacy systems and disparate data sets, there’s an opportunity for streamlining operations, minimizing the risk of errors and gaining enhanced visibility into the dynamic landscape of warranty processing. The following graphic demonstrates how a change in the claim selection process can significantly increase savings.

Source: MSX

In the example above, 27% of the initial claim selection was identified as not producing any savings or not being a compliance risk, and therefore automated and removed from the assessment queue. The queue can now be topped up with a further 27% of newly added claims and repeat the process. This allows for significantly increased savings with the same number of claims, and with no investment from a human perspective.

Unlock process optimization and compliance

While humans have limitations in terms of processing information and multitasking, digital warranty solutions offer invaluable assistance. By harnessing AI and automation, OEMs can handle more claims in less time and streamline warranty processes, enabling more accurate decision-making and enhancing overall operational performance.

The primary focus of OEMs when it comes to warranty management is compliance with their policies and procedures, ensuring repairs are performed as prescribed and maintaining the quality and reliability of their vehicles. But what is equally as important is achieving cost savings. Finding a more cost-effective solution to their warranty management helps OEMs improve profitability, enhance customer satisfactions and remain competitive.

Digital warranty solutions not only offer the compliance and cost-efficiency desired by most OEMs, but they can also help standardize the warranty approach at a global level, reducing variations and inconsistencies in warranty practices and enabling OEMs to gather and analyze warranty-related data which can be used to support better decision-making and help identify trends, patterns and potential areas for improvement.

Optimize efficiency and achieve savings with AI

With millions of claims to process, OEMs can select only a limited number for manual review. Identifying those that generate savings or lack compliance can be difficult. An AI-driven claims assessing tool uses algorithms to score all incoming claims according to criteria such as potential savings and probability for deficiency or potential risk. It highlights the claims that will generate savings or are not compliant with the OEM’s policies and procedures. The claims that are high risk are then sent for manual review, and the low-value, low-risk claims are selected for automated processing.

But implementing digital solutions alone won’t achieve these results. Human knowledge of AI combined with automotive, warranty and technical expertise ensures that the algorithms are accurate and that the machine delivers accurate data. An integrated control agent continually reviews both the input and the output, conducting regular A/B testing on the algorithms and making any necessary changes to the criteria to ensure the tool continues to identify all claims with potential savings.

This model has the potential to considerably reduce an OEM’s warranty spend. By reviewing and scoring all claims in real time, the solution can change the mix of manually processed and automated claims in the backlog, sending only those low-risk claims for automatic processing and maximizing potential savings.

Leverage automation for seamless claims processing

Introducing automation into your digital warranty solution helps deliver consistency at scale, ensuring that claims are treated in the same way regardless of who processes them, and providing the same experience to dealers across the network.

In addition to processing low-risk claims, automated tools can also handle smaller tasks within a claim assessment, such as repetitive actions or routine tasks. This ensures that agents remain focused on completing the tasks that require manual input, using their knowledge and skills to generate savings for the business. It also means that every single investment adds value to the organization.

Source: MSX

The above example shows how MSX was able to improve efficiency and accuracy with the introduction of automation. We reduced the number of manually processed claims by 32% and improved processing times for those manually processed claims by 16%. We also increased the percentage of claims identified with deficiencies from 25% to 42%, meaning that fewer claims with savings were missed.

Harness data insights for continuous improvement

Digital warranty solutions not only improve warranty processing, but they also facilitate the gathering and analysis of warranty-related data. By monitoring the performance of a solution on an ongoing basis, results can be fed back into the integrated control agent module for further A/B testing, challenging new rules and fine-tuning the algorithms for additional product enhancement.

These solutions can also find areas for improvement and identify emerging trends and patterns, sharing actionable insights with the network for continuous development and helping define strategies based on the needs of the industry.

MSX Digital Warranty and Repair Efficiency solutions can help brands take control of their warranty operations, increasing efficiency, reducing processing times, and accelerating warranty claim decisions. Through the introduction of AI and automation, we can generate real value for businesses by cutting the cost of warranty claims handling and auditing, improving accuracy, and reducing warranty waste. By lowering claim processing times, we also help businesses increase customer and partner satisfaction.

For more information on our Digital Warranty solutions, get in touch today.

 

Contact the Author

Pasquale_aloi.png.png

Pasquale Aloi

Global Solutions Leader, Warranty and Repair Efficiency

Pasquale_aloi.png.png

Pasquale Aloi

Global Solutions Leader, Warranty and Repair Efficiency

  • paloi@msxi.com

Related Articles

The need for event-driven recall management in the automotive industry

The need for event-driven recall management in the automotive industry

As vehicle recalls continue to rise, with millions of cars on the road deemed too dangerous to drive, the automotive industry faces mounting pressure to manage these situations effectively. This trend is evident across North America and Europe, where the number of recalls is increasing due to various factors, including the growing complexity of vehicle technology and stricter regulatory scrutiny.

Understanding the recall landscape

Several factors contribute to the rising number of recalls:

Increased complexity​

Modern vehicles incorporate advanced technology, making them more prone to issues that can lead to recalls.

Regulatory pressure​

Agencies like NHTSA in the U.S. are vigilant in ensuring consumer safety, prompting recalls even from minor issues that could affect a vehicle’s operation.

Manufacturing challenges

The post-COVID environment has accelerated production, allowing for quicker delivery of vehicles. With effective cost-saving measures in place, manufacturers are providing operational vehicles to customers promptly, but some vehicles may require maintenance after purchase.

Supply chain issues

The ongoing chip shortage and other material constraints have also disrupted the production process, leading to defects that necessitate recalls.

These challenges, if managed properly, can turn recalls into an opportunity to strengthen customer relationships. By addressing these issues proactively, manufacturers can enhance customer trust and satisfaction.

Modular Recall Management: Ensuring cohesion and flexibility

MSX Recall Management offers a comprehensive solution for navigating the complexities of recalls. The orchestration of recall management involves a modular approach, providing flexibility to support specific areas of the recall process while ensuring all stakeholders and actions are aligned.

Delivering speed, efficiency, and customer focus

By performing repairs as quickly as possible, we aim to minimize any inconvenience to our customers. Our approach offers the most cost-effective solutions, setting up the team and the program rollout, balancing costs, resources availability, and time for the execution.

The execution of the recall can take various forms, such as enhanced dealer capacity and on-site events designed to provide consistent, efficient, and scalable recall solutions. These events could take place at locations like mall parking lots, stadiums, or amusement parks. To reach older vehicles, it can be beneficial to include reconditioning or auction centers in the strategy.

Event-driven recall ensures excellence and efficiency

Our event-driven recall process is meticulously designed to ensure maximum execution and customer satisfaction. Upon arrival, with or without appointment, customers are greeted and provided with refreshments while their vehicle undergoes the necessary recall repairs. Once the repair is complete, the vehicle is promptly returned to the customer, ensuring a seamless and pleasant experience.

MSX oversees the entire deployment of the recall event, from program management to securing permits and insurance. Our dedicated team thoroughly prepares for each event, understanding the types of vehicles expected, the tools required, and the number of participants. We handle everything from location identification and logistics to staff selection and facility management, ensuring a comfortable environment with amenities such as food, heating/AC, medical assistance, and security. Additionally, we manage customer outreach, including contact and booking, to ensure a smooth process from start to finish.

Effective event management requires an experienced team to handle complex preparations and planning. Coordination across various departments is crucial, involving sales for new vehicles, parts departments for recall shipments, marketing and social media for awareness, and field operations for on-site support. Each event demands constant effort and precise planning to meet deadlines, often followed by another event in a different city, necessitating a well-organized plan to maintain efficiency and success.

Advantages of outsourcing recall management

By leveraging MSX expertise for event-driven recall management, manufacturers can benefit from specialized expertise in planning and executing recall events. This includes:

  • Scalability

Experienced teams handle logistics, permitting, staffing, and customer outreach, ensuring a smooth execution without burdening the manufacturer’s existing workforce.

  • Resource efficiency

Agencies like NHTSA in the U.S. are vigilant in ensuring consumer safety, prompting recalls even from minor issues that could affect a vehicle’s operation.

  • Enhanced customer experience

With a focus on customer satisfaction, MSX teams can create welcoming environments that foster trust and goodwill.

Turning recalls into opportunities

As the automotive industry continues to grapple with the rising tide of recalls, event-driven recall management presents a compelling solution. By embracing a strategic approach that prioritizes customer experience and operational efficiency, manufacturers can not only navigate the complexities of recalls but also turn them into opportunities for building lasting relationships with their customers.

Contact the Author

Pasquale_aloi.png.png

Pasquale Aloi

Global Solutions Leader, Warranty and Repair Efficiency

Pasquale_aloi.png.png

Pasquale Aloi

Global Solutions Leader, Warranty and Repair Efficiency

  • paloi@msxi.com

Related Articles