Data-first after-sales technical helpdesk
- We provide all-level (Lv1, Lv2 & Lv3) technical support to MRO teams and after-sales departments, for leading automotive, aerospace, and manufacturing industries, in 21 languages.
- Empowered by our experts in product engineering and in data and AI, our teams provide helpful responses to resolve issues swiftly, implementing cost-efficient processes and tools, and enabling optimal collection and interpretation of product quality data.
- With 15 years’ experience, our team of 600 technical helpdesk specialists handles more than 5,000 support requests each day, 90% of these requests are resolved on the first reply, with 40% being handled through automated, instant replies.
Custom solutions for your needs
Technical support for MRO teams
What we support
- Product diagnostics and repair, diagnostic tools, service portal and documentation content.
Tiered support approach
- Automated and semi-automated ticket processing.
- Level 1, 2, 3 structure.
Data and AI
Predictive maintenance
- Enabling this feature with our technical investigation and data pipeline expertise to avoid unplanned downtime.
CX and product quality analytics
- From social media to workshop notes, detect issues as soon as possible.
Incident data insights
- Product defects identification.
- Product enhancement suggestions for better reliability, safety, and client satisfaction through incident clustering.
Product documentation
Product documentation amendments based on insights from the analysis of support data.)
Trends shaping the industry:
Expansion of leasing contracts making repair and maintenance services increasingly standard.
Growing product complexity (e.g. connectivity, software, OTA updates, etc) demanding advanced skills and knowledge from repair and maintenance teams.
Leasing market triggering an increasing customer demand for immediate service and reduced downtime.
These trends demand improved client satisfaction and continuous improvement of product quality.
Expleo’s approach to create a synergy between our QA and QI teams, enhanced by our AI tools to reduce the number of NCs.
Helpdesk technicians powered by product engineers
- We leverage the product expertise of the group’s 19,000 engineers working across a wide range of competencies, such as:
- Structure and mechanical systems
- Embedded systems
- IT software applications
- Fast, in-depth and high-quality training of our technical support teams for precise answers, limiting unnecessary back-and-forth exchanges with MRO and after-sales teams.
Leveraging widespread network with AI and digital tools
- Support team of 600 operates across European and American time zones, assisting in 21 languages.
- Digital ticketing systems unlock cost-effective scaling and reduce ticket reply lead time. Our familiarity with MRO and after-sales operations enables us to match their needs, ensuring a great user experience.
- Data and AI-backed support through our data team comprised of 500 consultants, enabling multiple use cases such as omnichannel CX and product quality analytics and predictive maintenance.
Synergy between technical support, engineering, data, documentation and incident management
- With a cross-functional team, we can break the silos through the knowledge of each department’s:
- Inputs/outputs
- Expectations
- Challenges
- Regulatory constraints
- Enable customer services and MRO/after-sales teams to prepare useful and actionable feedback for other departments, accelerating the correction of product flaws.
- Improve customer satisfaction.
Up to 80% of cost-saving
90% of requests resolved in the first reply
Covering 21 languages
FAQ
Powertrain, mechanical systems, electrical systems, hydraulics, electronics and embedded software, diagnosis tools, etc.
Our technical helpdesk teams cover currently 21 languages:
Arab, Bulgarian, Croatian, Czech, Dutch, English, Estonian, French, German, Greek, Hungarian, Italian, Lithuanian, Polish, Portuguese, Romanian, Russian, Spanish, Slovak, Sloven, and Turkish.
Depending on the complexity, we are often engaged to answer and solve the issues within 24 hours.
