Technical Writing and Accounting Services by MSXI

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1 1 MSXI TECHNICAL SOLUTIONS MORE EFFECTIVE SERVICE CAPABILITIES. fueled by challenge. powering success. sm

2 2 GLOBAL AUTOMOTIVE EXPERTISE. MSXI Technical Solutions give dealers the knowl edge to significantly strengthen their repair and after-sales service capabilities. BRINGING YOUR STAFF UP TO SPEED It is essential that your dealership staff is proficient in dealing with increasingly technical vehicles and complex warranty regulations. However, OEMs and NSCs are often hard pushed to ensure the necessary level of knowledge and skilled support. Fortunately, MSXI Technical Solutions can help to resolve these issues by providing your employees with comprehensive knowledge and making your business processes more efficient. MSXI TECHNICAL SOLUTIONS MSX International is a leading global provider of outsourced business solutions for the automotive industry. We actively deal with the problems faced by OEMs, NSCs and dealerships on a daily basis. Our hands-on, international experience has enabled us to develop efficient technical solutions that significantly strengthen repair and aftersales service capabilities. MSXI Technical Publications Solution MSXI Technical Training Solution MSXI Technical Helpdesk Solution MSXI Technical Pre-Approval Solution MSXI Technical Field Force Solution MSX International has also created Connect IT, a tool compatible with MSXI Technical Solutions. Detailed information about Connect IT can be found on page 12.

3 3 PUTTING OUR PROMISES TO THE TEST. An OEM was experiencing malfunctions in 65% of all vehicles with relatively new electronic features such as hill start assist, adaptive cruise control and the keyless ignition system. Due to the technicians insufficient knowledge in these relatively new areas, there was a low first-time-fix rate and workshops were heavily reliant on diagnostic support from the OEM. Consequently, the OEM requested immediate support from MSX International to create more efficient workshop processes with the central aim of upskilling its workshop staff in after-sales services. EQUIPPED TO CONQUER ANY TECHNICAL HURDLE After analyzing the situation, MSX International quickly offered a solution to the OEM. MSXI Technical Helpdesk, Technical Field Force and Technical Pre-Approval Solutions as well as the Connect IT tool were gradually implemented into OEM-affiliated dealerships, leading to a prompt and significant increase of first-time-fix rates. This resulted in higher customer satisfaction and subsequently increased customer loyalty and profitability. Furthermore, warranty-associated costs were reduced by the increase in first-time-fix rates as well as the outsourcing of technical pre-approval. An additional benefit of implementing MSXI Technical Solutions was that the information delivered by regular performance and statistical reports allowed the OEM to make valuable improvements to diagnostics documentation and test equipment. MSXI Technical Solutions continue to ensure that the OEM s workshop staff is equipped with up-to-date knowledge about their vehicles.

4 4 FOUR REASONS WHY OEMS USE MSXI TECHNICAL SOLUTIONS. 1. TO IMPROVE TECHNICAL DIAGNOSTIC CAPABIILITY FOR DEALERS MSXI Technical Solutions include technical diagnostics and repair assistance. It allows OEMs and NSCs to optimize staff members knowledge at affiliate workshops. 2. TO ENHANCE CUSTOMER SATISFACTION The support and knowledge provided by MSXI Technical Solutions reduces dealership dependence on OEMs and NSCs. Additionally, while each individual solution helps dealerships to become more efficient in highly complicated diagnostic issues, synergies between solutions increase efficiency. 3. TO REDUCE COSTS Reduced fixed operational costs and reduced warranty costs are a result of smoother workshop processes, better workshop performance, avoidance of unnecessary warranty repairs and improved resource allocation. 4. TO INCREASE PROFITABILITY Enhanced customer satisfaction and increased dealership and workshop efficiency generate higher revenue for OEMs and NSCs.

5 5 MSXI TECHNICAL SOLUTIONS: PUBLICATIONS AND TRAINING. KEEPING YOU UP TO DATE MSXI Technical Publications Every new vehicle launch, model face-lift and major component change requires updated product information. For that reason, MSX International offers detailed product performance reports, which are produced on the basis of targeted data trawls carried out by our Technical Helpdesk and Technical Field Force engineers. Product performance reports are an ideal way for OEMs and suppliers to stay fully informed. They can be used to plan suitable corrective actions at the product source, speed up required product deficiency repair actions in the dealer network and identify the training needs of workshop staff to name just three examples. In addition, the MSXI Technical Publications Solution offers regularly published technical bulletins, diagnosis guides and service alerts that provide OEMs and suppliers with the latest knowledge within the everchanging automotive industry. MSXI Technical Training OEM technical training centers operated by MSX International ensure dealer training activities remain up to date in terms of corporate and technical standards. Backed up by expert knowledge of its helpdesk staff and field engineers, MSX International develops and manages training programs focussed on current technical developments within the industry. Furthermore, all training courses are tailored to meet individual OEM needs.

6 6 MSXI TECHNICAL HELPDESK SOLUTIONS. WE RE HERE TO ASSIST YOU The MSXI Technical Helpdesk Solution helps OEM-affiliated dealers with technical problems. Our multilingual team of engineers and technicians provides clear and concise cost-effective solutions. The MSXI Technical Helpdesk Solution is available as a telephone and/or electronic contact service. It can also be made available on any specified scale be it global, regional or local. Case informa tion is electronically logged and made available to OEMs as a corporate memory. This allows after-sales departments to improve documentation and helpdesk tools such as Connect IT. The logging of case information also allows the OEM to enhance the product line as well as improve or initiate specific training. The MSXI Technical Helpdesk Solution significantly extends the technical knowledge of workshop technicians. This increases first-time-fix rates resulting in greater customer satisfaction.

7 7 MSXI TECHNICAL HELPDESK QUALITY SUPPORT FOR REPAIR PROCESSES. PHASE 1: SUPPORT REQUEST A customer discovers a technical issue with his vehicle and brings it to a dealer workshop for repair. The workshop technician is unable to identify the fault even after discussing the problem with workshop colleagues. The technician then gathers all available data on the technical problem and submits it through the dealer interface of the Connect IT tool. PHASE 2: REPAIR RECOMMENDATIONS recommendations are based on the qualified knowledge of MSX International staff, documented cases and, when neces sary, information obtained by engineering departments of the OEM and its suppliers. All data is electronically logged and stored by engineers in the Connect IT database and is then available for subsequent retrieval and analysis by the OEM helpdesk engi neers and management. PHASE 3: PROJECT TRACKING PHASE 4: PROJECT DOCUMENTATION The information stored by the Connect IT tool is used for a variety of monitoring and assessment purposes in areas such as diagnostics documentation, equipment diagnostics and effectiveness in dealer performance. To view this information, the reporting function displays specific information the OEM may request (e.g. model line, company, country or reason that technical support was sought) in the form of reports and/or dashboards. This is when the MSXI Technical Helpdesk Solution steps in. Having identified the diagnostic issue, the technician is then given recommendations for the next diagnostic step(s) and/or repair strategy. These All queries handled by the MSXI Technical Helpdesk are tracked until confirmation is received that the case has been successfully resolved. The aim is always to ensure that the customer s complaint is resolved on a first-time-fix basis.

8 8 MSXI TECHNICAL PRE-APPROVAL SOLUTION. CONSTANT MONITORING PREVENTS UNNECESSARY REPAIRS It is important to ensure that the costs associated with after-sales service do not become unmanageable. Consequently, the MSXI Technical Pre-Approval Solution monitors OEMs diagnostic components where they are subject to validation. This prevents the unnecessary exchange of costly parts by closely tracking the introduction of new systems or components and ensuring that labor-intensive warranty repairs are only carried out when required. Repair work only begins following a careful decisionmaking process. MSXI COVERS ALL YOUR BASES The Technical Pre-Approval Solution devel oped by MSX International drives down warranty costs and ensures commodities are correctly exchanged. Accessible to dealerships via either telephone or the Internet, multilingual helpdesks handle preapproval requests for all warranty repairs and body shop parts. Both OEMs and dealerships benefit from the diagnostic assistance provided by the helpdesk staff, and dealerships also benefit from lower warranty-related costs. Our Technical Pre-Approval Solution offers ongoing benefits that positively impact your short- and long-term ROI.

9 9 TECHNICAL PRE-APPROVAL SOLUTION STREAMLINING YOUR REPAIR PROCESSES. PHASE 1: REPAIR INFORMATION A component required to repair a vehicle is on the OEM s warranty pre-approval list. Consequently, MSXI Technical Pre-Approval must be contacted prior to conducting the repair. The dealer then collects all necessary case details, e.g. the diagnostics routine used to identify the problem, proposals for any additional diagnostic routines, the expected repair procedure, the required components, and the projected repair costs. This information is submitted to the MSXI Technical Pre-Approval team, either by telephone or by sending a request via the Internet. PHASE 2: REPAIR REVIEW Upon receiving the request, the pre-approval team identifies the diagnostic issue and checks in detail whether the right diagnostic routine was followed and the correct repair has been proposed. If the pre-approval team finds any deviations from specified procedures, approval will not be granted for the requested repair. Instead, the pre-approval team will use its extensive technical and warranty-related knowledge to recommend approved diag -nostic routines and repairs to solve the customer s vehicle issue. Additionally, the team may draw on available documentation and/or make direct contact with the engineering departments of the OEM and/or its suppliers. In the interest of achieving a high degree of dealer and customer satisfaction, the pre-approval team is committed to ensuring that all necessary pre-approval support is provided as a matter of urgency while the vehicle is at the workshop. PHASE 3: REPAIR TRACKING The details of each case are systematically tracked, with the pre-approval team remaining in close contact with the work shop technician or dealer until sufficiently detailed data has been collated to permit a final decision. Once the diagnostic routine has been approved, the pre-approval team checks whether the details on the proposed costs are complete. If not, the dealer is asked to reevaluate and resubmit the projected costs. PHASE 4: REPAIR APPROVAL When all the case details have been collected and validated, approval for the repair / part replacement can be granted. The pre-approval team will then enter the details and expected costs of the work in the OEM s warranty application and inform the dealer of the respective pre-approval number. The work can then be carried out. PHASE 5: REPAIR DOCUMENTATION To capitalize on the data gathered in the course of the warranty pre-approval process, case information is documented and stored in the dedicated Connect IT database. This allows for data retrieval, analysis and report generation at a later date. The gathered information gives a good overview of the dealership s warranty service and the insights gained can be used to further optimize the dealership.

10 10 TECHNICAL FIELD FORCE SOLUTION. ON-SITE SUPPORT WHEN YOU NEED IT The Technical Field Force brings the required knowledge for effective on-site technical When a hands-on approach is required and assistance and guidance to solve difficult the Technical Helpdesk Solution is unable to technical problems. Requests for field support solve a problem, MSX International Technical can also be sub m itted by customer relationship Field Force engineers, working on behalf of the centers, local NSCs or OEM engineering OEM, offer technicians on-site support. departments. Ultimately, MSX International clients can rest assured that a best-in-class knowledge support solution is available when needed.

11 11 TECHNICAL FIELD FORCE SOLUTION HANDS-ON SUPPORT. PHASE 1: REQUEST FOR SUPPORT PHASE 2: ON-SITE SUPPORT PHASE 3: REPAIR DOCUMENTATION Despite the best efforts of both the workshop technician and the Technical Helpdesk team, the cause for a vehicle fault cannot be identified. Subsequently, the case history is transferred to the Technical Field Force Solution for further action. Equipped with the case information, a field engineer travels to the dealer s premises and investigates the problem alongside the workshop technician assigned to the vehicle. Once the fault is identified, the field technician makes detailed recommendations on how to resolve the issue. After the dealer confirms the vehicle has been successfully repaired, the case is closed. As with the Technical Helpdesk Solution, all case details are documented and stored in Connect IT for report generation and statistical comparison.

12 12 ALL YOUR DATA UNDER ONE HOOD. As a flexible tool, Connect IT can be deployed on any scale global to local to support OEMs, NSCs and occasionally the supplier with regular performance data, analysis and statistical reports. Based on the data saved on Connect IT, performance can be monitored by the OEM, supplier or dealer when required. This allows the identification of problem areas that require an action plan. The data returned by Connect IT can also be useful for predicting both future customer and market trends as well as for use during associated strategic planning. TECHNICAL SOLUTIONS TOOL: CONNECT IT MSX International created Connect IT to log, to track and to manage the entire flow of data created during the provision of MSXI Technical Solutions i.e. all operations carried out by the Technical Helpdesk, Technical Field Force and Technical Pre-Approval teams. By documenting all relevant case-related data, including reasons for failure and diagnosis codes, Connect IT not only provides an excellent overview of all activities associated with the provision of MSXI Technical Solutions, but also identifies any technical and process weaknesses. Targeted remedial action can then be taken to increase overall efficiency and subsequently maximize your ROI.

13 13 POWERFUL SOLUTIONS THAT ACCELERATE YOUR PERFORMANCE. OEMs and NSCs can rely on MSXI Technical Solutions for cost-effective support to improve dealers technical after-sales services. MSX International efficiently and effectively addresses the technical after-sales needs of the aautomotive sector through its Technical Solutions segments Technical Helpdesk, Technical Field Force, Technical Pre-Approval, Technical Training and Technical Publications. KEY BENEFITS AT A GLANCE Rapid and lasting ROI for OEMs, NSCs and dealerships. Higher quality of after-sales services. Faster final resolution of vehicle issues through early root-cause identification. Improved customer retail experience and satisfaction. Increased customer loyalty and retention. Higher dealer profitability due to improved efficiency. Optimized resource dimensioning and lower fixed operational costs. Reduced costs of technical repairs and parts replacement. Extension of dealer workshops technical diagnostics and repair capabilities. Higher first-time-fix rates. Regular performance reports, statistical data and analyses for each technical solution produced by Connect IT. Standardized case-handling procedures based on OEM specifications.

14 14 THE SOLUTIONS EXPERT FOR THE AUTOMOTIVE INDUSTRY. MSXI provides a broad range of solutions for all aspects of the automotive retail industry. Individual solutions can be adapted and / or combined to create the best possible answer to your business challenges. RETAIL NETWORK SOLUTIONS TECHNOLOGY & STRATEGIC CONSULTANCY Developing successful retail strategies TECHNICAL SOLUTIONS Providing Dealer Technical Exper se WARRANTY SOLUTIONS Reducing warranty costs DEALER SOLUTIONS Driving dealer performance $ TRAINING SOLUTIONS Driving employee performance MSXI TECHNOLOGY BASE MSXI ANALYTICS SOLUTIONS 11 / 2014 MSX International is a dedicated supplier of services to the automotive industry. With more than 75 years of experience and over 5,500 industry experts in 80 countries, we have a thorough understanding of local, national and international markets. We use our experience and expertise to provide business solutions that make your business more efficient. From consulting to outsourcing, regardless of whether you are an automotive / truck / motorcycle OEM, dealer, supplier or aftermarket service organization if it s automotive, we can help you make it better. fueled by challenge. powering success. sm CONTACT: CORPMARKETING@MSXI.COM