Past Impacts
Scaling Customer Service Retail Development
Retrofitting Tesla Service Centers from distributed single piece production of repairs to flow lanes categorized by repair difficulty. Pre-diagnosis of scheduled repairs, and excess capacity planning to allow for walk-in/tow-in emergencies.
Improving Customer Experience While Reducing Cost
We developed a machine learning approach and advanced technician training for log analysis and predictive repair plans. The goal being to repair as much over the air, or shift service center work to mobile technician teams.
Problem Solving Programs
Developed leadership program for managers on how to involve associates, find THE root cause, implement countermeasures, and create solutions for lasting improvement. Centers of excellence were established, coaches identified, and follow-up teams returned to operational regions to ensure change was enshrined.
Improved Distribution Strategy
While at VinFast we made an important pivot from the capital-heavy, direct-to-consumer distribution model to a capital-light hybrid model with a strong focus on leveraging existing distribution infrastructure by building dealership partnerships in the U.S. and globally.
Reduced Barriers to New Sales
We partnered with public EV charging infrastructure networks to address one of the main concerns inhibiting new vehicle sales. Created flexible contract structure to allow for changes in future strategy.
Product Innovation
We developed the first bidirectional-ready EV solution. This was an important industry-wide benchmark that improved customer experience. Truck owners value independence and this feature improve vehicle unit sales.
Improved Partnership Impact
SaaS partner products were integrated and offered along with hardware to provide complete solutions for customers. This simplified the decision making process and created recurring revenue needed to smooth out volatile hardware sales cycles.
Dramatically Improved Call Center Experience
Integrated AI into agent prompts. AI listened to conversation and presented information and support prompts to agent to help automatically guide them to better support customers. Heated conversations were logged in manager queue for follow-up. Trained AI on technical documents, hardware handbooks, SaaS protocols, and installation manuals.
Software order flow and increased subscription customer retention
Partnered with integrator and suppliers to tie Salesforce, SAP, payment provider, and subscription management tools to gather to streamline order flow. Improved recurring revenue and decreased churn while improving subscriber experience.