As an expert in the digitization of after sales information, Arvato SCM Solutions is working collaboratively with the engineering partner IAV to develop a concept for the future of automotive after sales. The Digital Service Assistant (DiSA) is the new digital platform to integrate current automotive trends and new technologies into the service process to create an optimal and transparent customer experience.
Together with IAV, we visualize the digitized service process. In doing so, we focus on the perspectives of end customers, workshop operators as well as service staff.Boris Scholz, President, Corporate Information Management – Arvato SCM Solutions
DiSA – The Way to Digitizing Automotive Service
The Digital Service Assistant (DiSA) is a concept for the future of automotive after sales. DiSA is distinguished by its intelligent combination of diagnostic and repair data, featuring automated digital communication, both during the repair process and encompassing interactions with the vehicle user.
The idea behind DiSA is to support the service process holistically and to avoid media disruptions from the very first warning message leading up to troubleshooting and accounting of the supplied services, while using modern, digital tools and methods. Innovative technologies, such as for example augmented reality, are implemented to intelligently interlink current automotive trends like autonomous driving, connectivity or the utilization of forecast data from the service cloud.
The business unit Corporate Information Management (CIM) of Arvato SCM Solutions can leverage its expertise to evolve complex IT solutions and combine this with its automotive industry expertise that ranges from content creation to the development and IT operations of applications. Besides, Arvato also manages the logistics associated with the necessary hardware.
The intelligent linking of real CAD data and text-based repair information within a modern IT application reveals practical and convenient added value of Augmented Reality.Ulrich Kreidner, Vice President Digital Solutions, Corporate Information Management – Arvato SCM Solutions
Service Cloud – The Data Heart of DiSA
By linking innovative technologies and intelligent information management IAV and Arvato are taking tomorrow’s car service with their DiSA (digital service assistant) platform and their service cloud to the next level.
When the vehicle registers an error, its relevance and urgency are first evaluated by comparing the error with data from the service cloud. This is followed by an automatic notification of the service provider, including an automatic appointment scheduling generated within the vehicle. The user then uses his smartphone app to confirm the order and render payment. At the same time, the system notifies the workshop to let them know when the vehicle is due to come in, while transmitting the predicted diagnostic data.
Arvato & IAV – A Strong Partnership
IAV and Arvato are acknowledged partners to the automotive industry. Benefitting from a long track record of reference projects in the OEM aftermarket and servicing, IAV’s automotive know-how complements Arvato’s expertise in digital services. This combination guarantees innovative, technical solutions that perfectly meet the needs of modern vehicle service concepts.
Ulrich Kreidner, Vice President Digital Solutions, and Michael Papendieck, Unit Manager at IAV, talking about the benefits for potential clients.