Mazda North American Operations Delivers Technical Information to Automotive Service Professionals in Seconds Using an Advanced Knowledge Solution
 
 

Mazda North American Operations Delivers Technical Information to Automotive Service Professionals in Seconds Using an Advanced Knowledge Solution

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.

 
 

 
 

Challenges

A word from Mazda North American Operations

  • “An important part of ensuring customer satisfaction―our number one goal―is helping service technicians to repair vehicles correctly―on time and on the first try. Oracle Knowledge for Contact Center Enterprise Edition provides a very sophisticated and powerful solution for providing the right technical information to service technicians when they need it.” – Mukesh Rohatgi, Group Manager, IT Support, Mazda North American Operations

  • Provide 2,200 technicians in Mazda shops, as well as in 1,800 third-party automotive repair shops, with rapid responses to their technical questions and issues—which directly impact their ability to efficiently repair and service vehicles
  • Support Mazda customer service objectives in North America by providing support and documentation in multiple languages
  • Ensure a scalable, flexible and easy-to-maintain-and-use knowledge environment that enables technicians and support engineers to efficiently search millions of technical documents

Solutions

  • Deployed Oracle Knowledge for Contact Center Enterprise Edition to create a knowledge environment that provides automotive service technicians with complete, consistent, and up-to-date technical information that improves their ability to service Mazda vehicles
  • Enabled the company to boost search results that fit particular parameters—such as recall or repair information, a service bulletin, or special programs—ensuring faster response times and issue resolution for automotive service technicians who face tight deadlines for repairing and servicing vehicles
  • Reduced costs by enabling Mazda North American Operations to use Oracle Knowledge for Contact Center Enterprise Edition in a virtual environment
  • Ensured a flexible system that enabled Mazda to use its own metadata for a search based on familiar automotive categories, to provide information to technicians
  • Improved ability to provide support to technicians in multiple languages, including English, Spanish, and French, to meet the needs of facilities across North America, with technicians benefiting from the solution’s effective phonetic search capabilities, which is helpful for employees who speak English as a second language
  • Gained a robust and highly scalable knowledge solution―which receives approximately 2,300 visits and transfers 6,600 megabytes of data each day―to which Mazda has loaded 1.5 million documents―including 250,000 indexed, vehicle-repair and service-related documents―providing technicians with easy access to the content they need at the click of a button
  • Enabled Mazda to provide faster and better service to technicians because, now, when a technician contacts the customer support center, the representative can easily track what documents a technician has already searched
  • Contributed to Mazda of North America achieving its highest customer satisfaction rating, ever, in 2012
  • Gained the ability to track key metrics, such as the number of times that technicians can find answers online themselves, which will drive further improvement and reduce call volume

Why Oracle

“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.”

Implementation Process

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.