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Diagnostic and Repair Enhancement

Get vehicles back on the road faster

Complement your technicians’ skills with remote and onsite support to accelerate resolution and repair.

MSX Diagnostic and Repair Enhancement services deploy teams of highly trained specialists – supported by integrated software solutions and services – with an unrivaled understanding of diagnostics or complex vehicle issues. Our technical support hubs help automotive repairers to manage customers more seamlessly and keep their vehicles on the road.

We have over 20 years of experience in technical support, operating across more than 80 countries.

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Dealerships supported globally

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Dealer requests annually

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Technical experts, remote and onsite

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Markets covered with multi-lingual teams

We have over 20 years of experience in technical support, operating across more than 80 countries.

0

Dealerships supported globally

0

Dealer requests annually

0

Technical experts, remote and onsite

0

Markets covered with multi-lingual teams

Raise fix-it-right first time (FIRFT) rates

Boost customer loyalty by reducing vehicle downtime with support from industry experts, innovative technologies, and data.

MSX technical and helpdesk support drive continuous improvement across your service and repair teams. We ensure your dealer technicians can access a diverse pool of skills, information and technology to manage and accelerate more complex repairs where necessary, cutting customer wait times.

Our experts use technologies and best practices from across the globe to resolve engineering problems that may have occurred in similar circumstances elsewhere, helping to streamline activities and reduce operational costs.

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Strengthen efficiency and morale with innovation

Relieve the pressure on in-house teams and boost retention by easing ticket volumes through automated handling.

MSX brings state-of-the-art digital tools and a focus on lean methodologies designed to support your teams. A chatbot-style virtual assistant can solve some issues for technicians without the need to raise a ticket. Robotic Process Automation (RPA) technology connects multiple systems and information sources to help agents resolve vehicle problems, faster. And live video technology helps your technicians troubleshoot repairs in the workshop.

Reduce the number of cases escalated to the technical helpdesk

Minimize manual effort and meet service level agreements

Cut operational costs through increased efficiency and productivity

Accelerate support times and boost fix it right first time (FIRFT) rates

Improve chatbot responses through artificial intelligence

Reduce workloads and increase customer satisfaction

Match industry evolution and growth

Benefit from expert support that evolves with industry change, from the development of more connected, digitalized vehicles and EVs, to the increasing demands of today’s consumers.

MSX Technical Services offer first-class, flexible support that adjusts to the needs of your business. We work closely with you to customize and deploy any or all elements of our comprehensive suite of solutions, helping you adapt to business or industry fluctuations.

Technical Helpdesk

Our remote teams are supported by automated tools to improve overall helpdesk performance and increase productivity and accuracy.

Field Service Engineers

Our technical experts provide onsite support to dealer networks, helping boost fix-it-right-first-time (FIRFT) rates and increase customer satisfaction.

Repair Validation and Market Readiness

Our teams support the technical, administrative and legal requirements that our clients must meet when bringing products to market. We author repair processes and validate standard repair times to ensure consistent brand delivery across all markets.

Technology

Our technical teams use AI-powered tools to improve diagnosis and vehicle repair times, predict vehicle failure, and prepare networks for upcoming breakdowns.

Analytics

Interactive dashboards assist our teams in visualizing contact purpose, time to resolution and vehicle fix, powering our AI engine and ensuring solutions continuously improve.

Strategic Development Support

We enable our customers to realize the benefits of OTA technology, delivering a consistent service from our centralized expert hubs.

Type Approval / Homologation

We deliver technical, administrative, and legal documentation, assistance with homologation, preparing requests for local government acceptance, managing end-of-series, facilitating technical certificates, digital signatures, and recall campaigns.

Technical Helpdesk

Our remote teams are supported by automated tools to improve overall helpdesk performance and increase productivity and accuracy.

Field Service Engineers

Our technical experts provide onsite support to dealer networks, helping boost fix-it-right-first-time (FIRFT) rates and increase customer satisfaction.

Repair Validation and Market Readiness

Our teams support the technical, administrative and legal requirements that our clients must meet when bringing products to market. We author repair processes and validate standard repair times to ensure consistent brand delivery across all markets.

Technology

Our technical teams use AI-powered tools to improve diagnosis and vehicle repair times, predict vehicle failure, and prepare networks for upcoming breakdowns.

Analytics

Interactive dashboards assist our teams in visualizing contact purpose, time to resolution and vehicle fix, powering our AI engine and ensuring solutions continuously improve.

Strategic Development Support

We enable our customers to realize the benefits of OTA technology, delivering a consistent service from our centralized expert hubs.

Type Approval / Homologation

We deliver technical, administrative, and legal documentation, assistance with homologation, preparing requests for local government acceptance, managing end-of-series, facilitating technical certificates, digital signatures, and recall campaigns.

Our engagement models are designed to suit you

We are flexible, agile and responsive. Our engagement models ensure we can offer the right package of solutions and services to meet your organization’s unique technical support requirements.

Whether you’d like us to develop a complete strategy that includes programs, services and technologies and deploy it across your business, or tailor a project in response to a specific challenge or opportunity, our smart and cost-effective solutions will work for you.

Full-service BPO

MSX delivers end-to-end solutions, from concept and design, to delivery and ongoing support. Our expert teams use best practices, proven techniques and innovative technologies to support your service operations now and in future.

On-demand projects 

Our Technical Support solutions and services are flexible and dynamic, so we can adapt quickly to the requirements of your ad-hoc projects and manage them faster and more cost effectively than most in-house arrangements.

MSX Technical Support platforms

Our AI-driven, automated technical support tools integrate seamlessly into your organization, and help to accelerate response times, improve efficiency and boost customer service.

Our engagement models are designed to suit you

We are flexible, agile and responsive. Our engagement models ensure we can offer the right package of solutions and services to meet your organization’s unique technical support requirements.

Whether you’d like us to develop a complete strategy that includes programs, services and technologies and deploy it across your business, or tailor a project in response to a specific challenge or opportunity, our smart and cost-effective solutions will work for you.

Full-service BPO 

MSX delivers end-to-end solutions, from concept and design, to delivery and ongoing support. Our expert teams use best practices, proven techniques and innovative technologies to support your service operations now and in future.

On-Demand Projects 

Our Technical Support solutions and services are flexible and dynamic, so we can adapt quickly to the requirements of your ad-hoc projects and manage them faster and more cost effectively than most in-house arrangements.

MSX Technical Support platforms

Our AI-driven, automated technical support tools integrate seamlessly into your organization, and help to accelerate response times, improve efficiency and boost customer service.

Keep customers happy during your busiest times

Streamline your operations and become faster and more responsive, improving customer satisfaction across all areas of service and repair.

Your technicians can access the information they need at any time. They can rely on automation to minimize escalated case numbers and cut wait times, and use our expert helpdesk services to resolve more complicated issues. MSX Technical Services support your teams when they need it, reducing the need to continuously adjust to your workforce’s skill set and size, or scale of operation.

Ease pressure on employees

Provide optimum service

Stay up to date with innovation

Enhance knowledge and skills

Boost efficiency and cut costs

Delivering an exceptional standard of service

We are technical support experts

Our experts are global leaders in remote and onsite technical support, driving the development of efficient solutions and services that benefit your teams, no matter their location.

We are automotive specialists

Our rich experience and expertise in every area of automotive retail, including sales, aftersales, technical and warranty, enables us to accelerate our clients’ technical support projects.

We are always innovating

We push the boundaries of possibility, bringing ideas to our clients that help them enhance their service and repair offerings to customers, while reducing cost.

We are present where you are

Our global presence in more than 60 countries allows us to deploy technical support solutions for our clients at scale, and with unmatched speed. 

Delivering an exceptional standard of service

We are technical support experts

Our experts are global leaders in remote and onsite technical support, driving the development of efficient solutions and services that benefit your teams, no matter their location.

We are automotive specialists

Our rich experience and expertise in every area of automotive retail, including sales, aftersales, technical and warranty, enables us to accelerate our clients’ technical support projects.

We are always innovating

We push the boundaries of possibility, bringing ideas to our clients that help them enhance their service and repair offerings to customers, while reducing cost.

We are present where you are

Our global presence in more than 60 countries allows us to deploy learning solutions for our clients at scale, and with unmatched speed. 

Enhance your Diagnostic and Repair support

Enhance your Diagnostic and Repair support

Latest insights

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.