Bosch Automotive Aftermarket: Delivering outstanding customer support and winning new business with connected service processes
Explore Bosch Automotive Aftermarket’s journey with SAP
When customers buy a product from Bosch Automotive Aftermarket, the service package that accompanies it is crucial. To help ensure outstanding service levels, the organization unified service processes using the SAP Service Cloud solution.
| Industry | Region | Company Size |
| Automotive | Karlsruhe, Germany | 13,000 employees |
visibility of customer interactions.
integrated solution to manage all service management–related data.
Service Manager, Bosch Automotive Service Solutions Inc. USA, Automotive Aftermarket Division, Robert Bosch GmbH
| Industry | Region | Company Size |
| Automotive | Karlsruhe, Germany | 13,000 employees |
visibility of customer interactions.
integrated solution to manage all service management–related data.
Service Manager, Bosch Automotive Service Solutions Inc. USA, Automotive Aftermarket Division, Robert Bosch GmbH
Helping people stay mobile with outstanding service to repair workshops
Bosch Automotive Aftermarket provides aftermarket and repair shops worldwide with modern diagnostic and repair shop equipment and a wide range of spare parts.
Repair shop technology and repair services are important parts of Bosch’s overall product offering, and workshops rely on smooth and efficient aftersales services to help them keep vehicles performing at their best.
However, with multiple portals used for ordering different services, and data held in numerous, siloed databases, it was a challenge to manage and track contact center operations effectively. Moreover, it was difficult for service agents to get an overview of customer requests.
To support more transparent and streamlined customer service processes, Bosch Automotive Aftermarket wanted to renew the existing IT system landscape. It needed to consolidate aftermarket services information in a single solution while providing service agents with a smooth user experience that would help them deliver swift, efficient customer experiences and fast resolutions for customer inquiries.
Establishing a single repository for customer service management data
Following a thorough selection process, Bosch Automotive Aftermarket decided to implement the SAP Service Cloud solution. A key factor in the decision was the ability to integrate the customer service management solution with the company’s existing SAP software landscape, including the SAP ERP application. This would support smooth and efficient end-to-end service operations, from the customer contact all the way to back-end processes.
SAP Service Cloud provides the company with rich customer service and contract management functionality, enabling service agents to manage and record orders and inquiries from customers who call the company’s contact center. Replacing several different ticketing systems used previously, SAP Service Cloud is also connected to a new customer portal developed by Bosch. This means that agents can not only access details of orders processed by service agents directly in SAP Service Cloud, but they can also view self-service customer interactions made through the portal – all in one place.
Integration between SAP Service Cloud and SAP ERP supports smooth billing and logistics processes and provides service agents with visibility into order and shipping status. Furthermore, the ability to connect to third-party distance calculation and carrier systems from within SAP Service Cloud means that agents don’t have to log in to multiple screens in order to complete tasks. The successful interaction between all these systems and applications has also been achieved thanks to the collaboration and exchange between SAP and Bosch.
Improving efficiency and visibility to deliver outstanding service
Accessing all the information they need in one place, and no longer needing to switch between multiple systems to resolve customer inquiries, service agents can now deliver quick and efficient customer service. With aftersales support and services an essential part of the overall package that customers are purchasing, outstanding service levels are positively impacting overall sales performance for the company.
Improved visibility as a result of all service process data being available in SAP Service Cloud is also helping Bosch Automotive Aftermarket manage its customer service operations more effectively. For example, using advanced reporting functionality within SAP Service Cloud, it’s straightforward for service managers to track service ticket status and quickly identify if tickets are overdue.
Having one trusted source of customer service data also helps ensure that everyone is using the latest and most-accurate information.
Becoming more competitive by improving the customer experience
Bosch Automotive Aftermarket continues to use SAP Service Cloud to constantly refine and enhance its customer experience. The increased visibility of customers helps the organization offer targeted sales and service products.
The company has also scheduled an upgrade to its ERP software with a move from SAP ERP to SAP S/4HANA in the near future. In this context, the SAP Service Cloud solution will be integrated with SAP S/4HANA and the SAP Field Service Management solution to provide a solution for all business cases, in-house repair, and field service repair. Implementing the SAP software reference architecture for service repairs can support the company in taking advantage of the latest technological innovations and performance enhancements, streamlining and accelerating service processes and adding value for the customer.