Volkswagen Group approached by Cognizant to ease its digital customer experience

CIOTechOutlook Team | Tuesday, 14 March 2023, 11:37 IST

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Volkswagen Group Ireland (VWG Ireland), a multinational automaker with headquarters in Wolfsburg, Germany, stated that Cognizant has been chosen to improve VWG Ireland's digital customer support environment. VWG Ireland's current siloed contact centre technology will be redesigned by Cognizant into an omni-channel customer experience (CX) platform built on Salesforce service cloud voice and Amazon Connect.
 
To cut maintenance costs, boost productivity, and acquire a comprehensive 360-degree perspective of its customers, VWG Ireland needed to streamline its customer service and integrate its legacy contact centre functionalities. VWG Ireland struggled with a lack of customer insight and labor-intensive manual customer data aggregation because of its segmented customer engagement procedures and channels. Cognizant will implement a fully digital, cloud-based omni-channel CX platform as part of the agreement to modernise customer engagements. In addition, Cognizant will give agents access to an intuitive, web-based, and unified user interface that combines customer data, context, journeys, and interaction channels.
 
Additionally, Cognizant will give VWG Ireland cutting-edge analytics regarding client interactions and journeys. To give clients a tailored experience and suggest next steps, services, or goods, this is meant to improve reporting, advance business decisions, and drive next best activities. Additionally, Cognizant and VWG Ireland will collaborate on the CX platform's ongoing development, feature additions, and process innovation. The adoption of the CX platform enables increased productivity for end users and their supervisors, freeing more time for VWG Ireland's clients to get an optimum level of service.
 
"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," said Tom Murphy, CIO, VWG Ireland. "In particular, the car industry has seen a shift in how customers wish to communicate with us. To be able to interact with our customers in a more meaningful and direct manner, we needed a trusted IT partner to help us in our mission to improve our systems and engage with our customer base more efficiently."
 
"Cognizant's mission is to transform OEMs, suppliers, dealers and automotive finance companies into modern enterprises. This program is a first-of-its-kind for Cognizant and Volkswagen, combining powerful CX capabilities of CRM, digital and voice in the cloud. Therefore, 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," said Rohit Gupta, Managing Director, UK&I, Cognizant. "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."
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