Automotive “Internet of Things” Solution Drives Results in Customer Care

April 3, 2017 Guest Blogger

We’re all familiar with the traditional model of customer care. You have a product and something goes wrong. You pick up the phone and call the company that made the product.

What if it worked the other way? What if the company called you before you even realized something needed fixing?

Just prior to our separation from Xerox, Conduent was recognized for facilitating just such a system in automotive customer care.

In December 2016, Interactive Intelligence (Genesys), a global supplier of software and cloud services, honoured Conduent with an Innovation Award our contribution to an “Internet of Things” solution for a leading European car manufacturer. This solution was developed in conjunction with KPN, a leading supplier of information communication technology services. (Conduent also provides contact centre services to KPN in the Netherlands.)

The solution enables all the manufacturer’s cars in the world to connect directly to Conduent customer interaction centres. This allows agents to contact drivers proactively and alert them to the need for the car to be serviced, or address a particular problem such as low oil or tire wear. The proactive nature of this solution enables the car manufacturer to deliver the best experience to its customers.

This is the second year in a row that Conduent has received an award in conjunction with KPN. Last year, Conduent Customer Care won a Partnership Award for its innovative contribution to an app for connected devices for contact centres.

The app, which has been deployed at contact centres at two locations in the Netherlands and one in Surinam, provides real time management information such as how many agents are logged in, average call waiting times and the number of calls answered. It is another, easy, means for our contact centre team leaders and clients alike to keep track of the service that is being delivered and with complete transparency.

ISO Certification Success

In the final quarter of last year Conduent Customer Care also received success in ISO9001 and ISO 27001 certifications for our 30+ European contact centres. ISO standards give world-class specifications for products, services and systems, to ensure quality, safety and efficiency.

We were recertified with:

ISO 9001: 2015 – a standard that specifies requirements for a quality management system when an organisation needs to demonstrate its consistent ability to provide products and services that meet customer and regulatory requirements and aims to enhance customer satisfaction through the effective application of the system.

ISO/IEC 27001:2013 – a standard that specifies the requirements for establishing, implementing, maintaining and continually improving an information security management system within the context of the organization.

We also achieved PCI Data Security Standard (PCI DSS) certification, which provides an actionable framework for developing a robust payment card data security process including prevention, detection and appropriate reaction to security incidents.

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