Conference Presentation

Fixed Right, First Time

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Nissan’s Powertrain and TECH LINE call centers support dealership technicians at Nissan and Infiniti dealerships nationwide with troubleshooting and warranty verification.

Nissan’s vision and adoption of technology is changing the way TECH LINE and Powertrain do business by speeding up the process and giving the call center agents better information.

Before using GoToAssist Seeit the agent’s only information was submitted in writing or communicated verbally. If a picture of the problem was required, the agents would have to end the phone call, the dealership technician would take the required pictures, email the agent, and then call back in to the call center to wrap up the discussion. With more calls coming in, hold times increased. Nissan needed to find a way to improve the process.

Brad Page, manager, Nissan Powertrain Call Center, explains his teams challenges, the problems they needed to solve, how they internally sold the idea of using technology, and the success they’ve had as a result.

 

Presented By:

Brad Page

Manager, Powertrain Call Center, Nissan North America

Stephen Smith

Senior Technical Product Marketing Manager, SaaS Division, Citrix Systems

Publish Date: May 5, 2015

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