Automotive manufacturer uses DaaS for Customer

CUSTOMER USE CASE DATA AS A SERVICE FOR CUSTOMER INTELLIGENCE
Automotive manufacturer uses DaaS for Customer
Intelligence to increase customer satisfaction.
CHALLENGES
Quality issues are a common and costly challenge for the automotive industry - each year vehicle
recalls cost car manufacturers billions of dollars. The key to preventing quality and customer service
issues is early detection, which is why a leading auto manufacturer employed Oracle Data as a
Oracle DaaS for CI enabled the
client to leverage their wealth
Service for Customer Service (DaaS for CI) to enable consistent analysis of both unstructured and
structured data to better plan and manage anticipated customer service activities.
of previously untapped data to
Using Oracle DaaS for CI the client was able to bring together the voice of their customer and com-
listen to their customer voice
bine it with purchase, call center, survey and forum data to proactively manage issues and increase
across the organization.
customer satisfaction
STRATEGY
The client used the Oracle DaaS Semantic API to process and analyze their own unstructured data in
the form of user forums, customer surveys, manufacturing logs and their own customer service chat
logs to extract valuable insights about their customers’ experience.
The technology uncovers themes, topics and indicators to identify specific segments of customer dialog. Focusing on a few key areas around engine performance, the client was able to gather insights
and map problems to specific parts and identify VIN numbers of cars containing those parts.
BENEFITS
By analyzing customer interactions across various channels the client was able to:
• Quickly detect key problem areas and highly impacted vehicle model and years and proactively
contact car owners about potential issues.
• Determine high issue occurrence regions and locations
Oracle DaaS for CI enabled the client to leverage their wealth of previously untapped data to listen to
their customer voice across the organization. Doing so allowed them to detect potential issues early
and develop new key performance indicators to deliver an improved experience to their customer
base.
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– blogs.oracle.com/daas.
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