Volvo has unleashed a big improvement in customer satisfaction after equipping its 1,500 service engineers with an Apple Watch to use during their day. What, on the face of it, seems a small change reflects extensive cultural change across the company, which is actively engaged in digital transformation across its business. Computerworld’s Jonny Evans reports:Volvo has equipped its engineers (Personal Service Technicians) with an Apple Watch and iPhone (running the Volvo Service app) to help them work more efficiently than before. The company’s primary focus is to improve customer service, as it recognizes that technicians are the main point of customer contact across the life of the Volvo they drive. So, how can an Apple Watch in a garage improve customer service?
– In use, the engineer will receive a Notification when a customer arrives at the garage with their car.
– The watch will show the customer’s name, relevant notes, and car details.
– During the repair, engineers can access information — and once the repair is complete, they can directly call the customer to tell them.
– They can also schedule and make a subsequent follow-up call. Source: Volvo Ditches PCs and Paper In Favor of iPhone and Apple Watch – Slashdot

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