Mazda North American Operations uses the cloud to transform its customer service operations.
Because today’s drivers are keeping their cars longer than in the past, car manufacturers and dealership service departments have an extended period of time in which to strengthen customer relationships and improve financial performance.
In response to this trend, Mazda North American Operations has architected a modern multichannel customer service platform that delivers personalized customer experiences by integrating the company’s customer call center with cloud applications, mobile devices, and social networks.
“By consolidating vehicle information, service histories, and customer profiles, we have a total picture of our customers and can provide fast and accurate service to them regardless of whether they contact us through the web, email, chat, our customer call center, or at the dealership.”
“Oracle’s Siebel CRM and Oracle Service Cloud help us identify new opportunities to service our customers and act on them immediately. We have several initiatives already underway that are enabling our customer experience agents to resolve issues faster and be more responsive.”