With remote tool chain:
Reducing costs per support request and increasing efficiency in processing customer issues
With its FAEs, Webasto currently offers more than 100 external and many internal customers the opportunity to access all functions of the Vector Remote Toolchain without having to acquire software, and to do so almost simultaneously from anywhere in the world.
Unbeatable customer response time: In the past, from the time a problem was reported to its initial evaluation, several days could pass scheduling travel arrangements, flights, etc. Now, remotely, the problem can often be solved or well-founded solutions can be offered within an hour.
Enormous time savings: Without remote diagnostic tools, about 90% of the customer meetings took place on-site. Today the ratio is reversed, about 85% of the meetings take place remotely. As a result, instead of 1-2 customer issues per week, up to 10 customer issues are now processed per FAE.
Decreasing costs: The costs per assignment have dropped by 70% due to the elimination of travel time
Avoiding problems instead of fixing them: By increasing efficiency, Webasto is able to help customers not only with urgent problems, but also puts more focus on "guided development," i.e., prevent problems from occurring in the first place.
More predictable working: In the past, 'emergency' cases meant that business trips often had to be scheduled or extended with very little notice. Through having the ability to work remotely, last-minute travel is now almost completely avoided by the FAEs, and their work-life balance is greatly improved.