Colmobil improves customer service and efficiency

IBM Worklight software helps company extend information in its systems to mobile devices

Published on 25-Sep-2013

Customer:
Colmobil

Industry:
Automotive

Deployment country:
Israel

Solution:
IBM MobileFirst, Mobile

Overview

Headquartered in Israel, Colmobil imports and markets vehicles manufactured by Mercedes-Benz, Mitsubishi and Hyundai. The company also provides a range of services, including vehicle insurance, vehicle leasing, financing and automotive repair. It provides trade-in services through a subsidiary, Colmobil Trade-In. The organization’s 990 employees work in showrooms and service repair centers throughout Israel.

Business need:
Colmobil wanted to improve access to information stored in its systems, which wasn’t readily available to people working in the garage or to customers in the waiting room.

Solution:
Colmobil used IBM® Worklight® software to deliver the information in its systems to employees’ mobile devices and to screens in its garages and waiting rooms.

Benefits:
With up-to-date information at their fingertips, managers can make more-informed assignments, and customers can see the status of their vehicle at any time.

Case Study

Headquartered in Israel, Colmobil imports and markets vehicles manufactured by Mercedes-Benz, Mitsubishi and Hyundai. The company also provides a range of services, including vehicle insurance, vehicle leasing, financing and automotive repair. It provides trade-in services through a subsidiary, Colmobil Trade-In. The organization’s 990 employees work in showrooms and service repair centers throughout Israel.

Challenge
Colmobil wanted to simplify and streamline processes for managing its service centers. It was challenging to coordinate the various mechanics, team leaders and department managers while servicing numerous vehicles throughout the day. Information stored in the company’s systems wasn’t readily available to people working in the garage or to customers in the waiting room. Colmobil wanted a way to make information more accessible so it could ultimately improve staff efficiency and deliver better customer service.

Solution
Colmobil used IBM Worklight software to deliver the information in its systems to its team leaders’ and department managers’ mobile devices. Using the Worklight application, the company developed a hybrid application using jQuery to consume data from its SAP systems using web services. “We were looking at the complexity of development and deployment to multiple mobile platforms and multiple operating systems, including maintaining a controlled, secured, highly integrated, mission critical-grade mobile work environment and Worklight was the most comprehensive platform we found in the market,” says Gil Katz, chief information officer (CIO), Colmobil.

Using the new application, team leaders and managers can use their mobile devices to access details about every vehicle the company is servicing, including the current status of repairs or any special requests associated with the vehicle. They can then use this information to make sure they assign the right people to each vehicle.

The Worklight application also enables Colmobil to extend the information in its systems to LCD screens in each service center. The screens display reports on how each service request is progressing and whether the company is meeting its key performance indicators (KPIs). Customers in the waiting area can also see reports on work progress so they’re always up-to-date about when their vehicle will be ready.

Benefits
· Enables Colmobil to increase the number of vehicles that are ready at the time promised to the customer
· Delivers reports on KPIs, enabling the company to make continuous process improvements if it’s not meeting targets
· Improves mechanic efficiency by helping managers to more effectively manage tasks and priorities

For more information
To learn more about IBM Worklight software, please contact your IBM marketing representative or IBM Business Partner, or visit the following website:
ibm.com/software/products/us/en/worklight

This is an IBM MobileFirst reference.

Products and services used

IBM products and services that were used in this case study.

Software:
IBM Worklight

Legal Information

© Copyright IBM Corporation 2013 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States of America September 2013 IBM, the IBM logo, ibm.com and Worklight are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml. This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The performance data and client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.