WAHLERS - Customer Service for Forest Equipment Supplier

CASE STUDY

CLIENT | WAHLERS

INDUSTRY | AUTOMOTIVE

DATE | 2018 - CURRENT

The Challenge

In order to get the machines back into operation as quickly as possible in case of a costly failure, Wahlers offered its customers “help for self-help” in addition to the telephone via WhatsApp.

Due to the lack of business compatibility, this was only a temporary solution. A more suitable solution was sought. Furthermore, they wanted to give the customer more business specific informations and services.

The Solution

The ROBO-AI Messenger is used as a Web application. Push-notifications are sent for Android devices via browser push notifications, or SMS for IOS-devices. On Wahlers side, it's used the Webclient on desktop, tablet or mobile. There's an integration of their own system, "Tech DB".

For customers looking for individual business informations, we built a separate functionality,"My Wahlers’’. For global informations, the News functionality is used.

Business Goals

The machine operators communicate through the ROBO-AI Messenger with the Wahlers’ service, in different categories, to reach the responsible agent. Furthermore, customers are provided with specific information, f.e. in case of maintenance or necessary service work, via the Messenger. These messages are generated directly in “Tech DB”. In a separate area "MyWahlers”, the customer receives information about his orders, machines and jobs directly in the app.