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Mazda North American Operations is the regional research and development, sales and marketing, distribution, parts, and customer service operation for Japan-based Mazda Motor Corporation. Spanning the United States, Mexico, and Canada, it represents approximately 27% of Mazda’s global revenue.
Customer satisfaction is Mazda North American Operations’ top priority. The company was using a legacy system for internal knowledge management and automotive service technician support that did not provide content in multiple languages or flexibility in terms of customization and maintenance. To continue to elevate customer satisfaction, it needed a single source of information for all external and internal technical and service queries.
Mazda North American Operations deployed Oracle Knowledge for Contact Center Enterprise Edition to provide 2,200 technicians in Mazda shops, as well as in 1,800 third-party automotive repair shops, with rapid responses to technical questions―24/7, and in their preferred language—improving their ability to efficiently repair and service vehicles.
The solution provided the company with support in multiple languages, as well as scalability and power to maintain and intuitively search millions of technical documents in seconds. It also provided flexibility, enabling Mazda to use its own metadata for a search that is based on familiar automotive categories to provide information to technicians, and deploy the solution virtually, to reduce costs. Using Oracle Knowledge Management for Contact Center, Mazda North American Operations continues to improve its service to technicians and customers. Its investment in technology and overall commitment to service is paying off. In 2012, Mazda North America achieved its highest customer service rating, ever.
“We wanted a knowledge solution that could provide support in multiple languages; ensure scalability, flexibility, 24/7 availability, and a path forward; and enable us to use our own metadata,” said Mukesh Rohatgi, group manager, IT support, Mazda North American Operations. “Oracle Knowledge for Contact Center delivered all of this and more. It is enabling us to deliver better and faster support to Mazda and third-party automotive service technicians.”
Mazda North American Operations piloted Oracle Knowledge for Contact Center Enterprise Edition with 650 dealers in the United States for several weeks, and then rolled out the solution across North America, encompassing more than 6,000 users, spanning 170 dealerships in Canada, 14 in Puerto Rico, and 32 in Mexico, as well as third-party automotive service centers. The company rolled out the solution to all end-users in just six months.