Volkswagen taps Cognizant to upgrade customer experience

24 March 2023 Consultancy.uk 3 min. read

Volkswagen Group Ireland has selected Cognizant for a project to transform its digital customer experience. The automotive giant hopes to launch an omni-channel platform, which can reduce maintenance costs, and capitalise on customer data insights.

Volkswagen is a multinational automotive manufacturer, headquartered in Wolfsburg, Germany. Based in Dublin, Volkswagen Group Ireland (VWG Ireland) is one of VW’s national sales agents. As it looks to respond to a number of pressures relating to Ireland’s automotive market, VWG Ireland tapped Cognizant to help transform its digital customer service landscape.

Tom Murphy, CIO at VWG Ireland, explained, "The automotive industry has been transformed from the bottom up over the past decade, not least with the accelerated uptake of electric vehicles. In addition, customer expectations on service levels and how to engage with various organisations has also shifted, accelerated by the necessity of remote access, service provision and support during the pandemic. In particular, the car industry has seen a shift in how customers wish to communicate with us.”

Volkswagen taps Cognizant to upgrade customer experience

To be able to interact with its customers in a more meaningful and direct manner, VWG Ireland determined that it needed to improve the firm’s systems, to engage with customers more efficiently – and strengthen the brand loyalty those customer exhibit. It was also faced with a lack of customer insight and time-consuming manual customer data aggregation.

Looking ahead, Cognizant will now implement a fully digital, cloud-based omni-channel customer experience (CX) platform, aimed at modernising customer engagements, as well as providing an easy-to-use, web-based, and unified user interface for the agents combining customer data, context, journeys and interaction channels. 

Rohit Gupta, Managing Director of Cognizant UK&I, added, "We are honoured to have been selected by Volkswagen Group Ireland to support it on its customer journey transformation in meeting the expectations of its customers. With our vast experience of more than 15 years in managing and transforming customer contact centres for large global clients, combined with our proven methodologies, processes and expertise in agile lead delivery, we believe we are best placed to help Volkswagen Group Ireland enhance its customers' experience with the auto maker." 

Cognizant will also provide VWG Ireland with advanced insights into customer journeys and conversations. This is intended to improve reporting, advance business decisions, and drive next best actions to provide a personalized experience to customers and recommend next steps, services or products.

The introduction of the CX platform will be based on Salesforce service cloud voice, and Amazon Connect. It will also allow for improved efficiencies for both end users and their supervisors, freeing up time for the provision of an optimised level of service to VWG Ireland's customers.