CASE STUDY
How Porsche Austria cut the operational cost of roadside assistance by 58% by digitising a process it shares with two partners.
Measured on the roadside assistance process after the manual handovers were digitised.
Reduction of
operational costs
Reduction of
waiting time
KPIs gained
58%
12%
14
A breakdown case at Porsche Austria is not handled by one company. It runs across Porsche Austria and its partners ÖAMTC and Assist before it reaches a Porsche or VW Group service destination. Each handover between those parties used to be a manual communication step.
Those manual steps set the pace of the whole process. Every one of them added waiting time for a customer standing next to a car that would not start, and manual, analogue workflows are slow and easy to get wrong. The process also could not be measured properly while the handovers happened by phone.
The brief was to remove the manual communication steps, not to replace the way the three organisations work together. So we started from the workflow that already functioned between them, digitised the handovers inside it, and left the roles as they were. Making the handovers digital also made them observable, which is where the new KPIs come from.
Breakdown cases now reach the service destination automatically. All Porsche and VW Group service destinations use an app we developed to receive them, so intake no longer depends on someone being free to take a call. Alongside the cost and waiting-time reductions, digitising the process raised service quality and security.
The parts of this project a technical buyer usually asks about.
The workflow spans three organisations before it reaches a service destination. The digitised handovers had to preserve that structure rather than force every partner onto one system.
Cases are routed to the receiving service destination automatically instead of being read out and re-typed at each step.
All Porsche and VW Group service destinations receive breakdown cases through an app we built, so a case arrives complete rather than as a phone call.
Digitising the handovers made the process observable end to end, and added 14 KPIs that were not measurable while the steps were manual.
Tell us briefly where the manual steps are. We will come back with the right technical contact and a straight view of what is worth digitising.
