How business intelligence can decrease auto manufacturer costs and customer frustrations

This post explores the ways in which Nuance’s Dragon Drive platform captures data to help OEMs (original equipment manufacturers) reduce their TCO (total cost of ownership) and improve customer service and support. Connected Service post-sales support can be costly if not integrated into the OEM enterprise and managed – Dragon Drive and the newly-released bar code scanner feature have all of that in mind.

The ultimate goal of manufacturers is to create a product or service that will fulfill the needs of their consumers or their customers – in the least disruptive and the most profitable way possible. The automotive space is no different. Creating a service platform that interprets the data points of its users to better serve their needs in a way that benefits both the user (satisfied customer) and the manufacturer (able to profit off of successes) provides auto manufacturers with an efficient feedback loop between their customers’ challenges and their solutions.

Call Center Data at Your “Fingertips”

As an example, the Dragon Drive platform captures over 75 unique data elements when users opt-in to help OEMs reduce their total cost of ownership and increase service to the end customer. Data elements can be considered attributes such as VIN (Vehicle Identification Number), user preferences, linked accounts, head unit type, Phone type and version, wireless carrier, connection settings, service activation and availability etc., which are captured simply and easily. These key data points help assist a call center representative when troubleshooting customer pain points. All of the pertinent information is readily available when a customer calls about initial set-up, troubleshooting service outage issues, or other similar challenges that can happen as part of the driving experience.

Post-sales support can be costly if not integrated into the OEM enterprise and managed. How can OEM call centers support customers if they are not provided with pertinent data? That’s the power of how a platform can decrease the total cost of ownership for OEMs.

Let’s discuss VIN

During user registration, the vehicle owner, or dealership on behalf of the vehicle owner, enters the VIN into a portal or via a mobile device. To make the registration process faster, we have recently added a convenient new feature, “bar code scanner.” Bar code scanner allows you to use your phone to scan the VIN versus typing in the long number – super easy to use and the VIN is captured in the database quickly and easily and helps increase data accuracy by removing manual entry.


Now, this is where the magic happens.  Some internal OEM knowledge databases pivot off the VIN. For example, a vehicle owner may call into the OEM call center with a warranty question. Warranty information is completely unrelated to infotainment. Or is it? With Dragon Drive, the call center representative is able to query other internal knowledge databases because the VIN is displayed for them via Dragon Drive’s Customer Support Representative (CSR) portal. This saves the customer service representative time (lowering the OEM TCO) and helps make for a more satisfied customer through shorter wait time.


Imagine this: If one single data element, the VIN, provided by the Dragon Drive platform to the OEM enterprise can have such significant OEM enterprise efficiencies and impacts to support vehicle owners, what other vehicle data elements could OEMs or dealerships utilize to help lower cost and increase customer satisfaction?

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Michael McCann

About Michael McCann

Michael McCann, Principal Product Manager at Nuance, graduated from the University of Missouri with a Bachelor’s degree in Marketing. He began his career at Reynolds & Reynolds, consulting on information systems in the field and later championing the voice of the customer in-house and becoming a Product Manager. In 2006 Michael joined Microsoft, where he managed the Microsoft Windows Embedded Automotive product. In 2011 he joined Tweddle Group Technologies to continue his career in automotive, managing the Tweddle Connect product, a Connect Services technology platform for Automotive OEM infotainment systems.