Project Description

Solution:
Modern Workplace

Technology:
Microsoft

Volkswagen

Transformation of the customer service

Volkswagen Group España Distribución is the distributor of vehicles, spare parts and accessories, as well as mobility solutions, of the Volkswagen, Audi, ŠKODA and Volkswagen Commercial Vehicles brands in the Peninsula and the Balearic Islands.

The company, which belongs to the Volkswagen Group, the leading European automotive manufacturer and one of the world’s benchmarks, started its activity in January 1993.

Your need

Its objective was to have a technical support service for users of a high level of quality and efficiency, in accordance with the demands of the business, and according to the defined service level agreements.

The transformation of the customer service from the current state to the best practices and guidelines set in ITIL and other well-known industry standards to improve the quality of the service in terms of: SLA management, reporting, continuous improvement and user satisfaction.

Our solution

NexTReT proposed a solution to respond to these needs by implementing a Service Desk service whose objective was to act as the single point of contact for users to manage incidents, service requests and problems.

Likewise, NexTReT implemented a Workplace service that acts as a second level of technical support to users, whose objective is to diagnose and resolve incidents and requests for user services and the administration of BackOffice platforms (Active Directory, Mail, MDM, SCCM and bundling).

Workplace support has led to implementation projects such as: Migration to Windows 10 or adaptation of the System Centre Configuration Manager (SCCM) environment.

Results

Volkswagen Group España Distribución currently has a flexible customer service with a comprehensive management model adapted to the evolution of demand.

This service model facilitates the adaptation and evolution of infrastructures, ensuring availability through SLA and business indicators and minimizing the risks of implementing new services.

back to success stories