Operations & Support with Mobile Online Solutions for the Automotive Industry

By now, the integration of mobile services in the automotive industry is a significant part of the product and service portfolio. With the initial concepts used for real-time traffic, digitally supported parking spot searches, app control or the transfer of POI (point of interest) information from one’s smartphone to one’s vehicle, the digital range of functions is growing rapidly.

From the customer’s perspective, these “simple” functions are quite technically complex. This influences the impacts on existing technical components and calls for the development of new, networked components such as:

Control units,
Online vehicle connection,
MNO (Mobile Network Operator),
Frontend systems for users (including specific MNOs),
Backend systems for OEMs,
The integration of third-party information.

In addition, the design of these components must reflect different user behaviors. Regionally different conditions also have an influence on the availability and the performance of the services.

Operating divisions that until now were solely application-oriented often cannot reflect the necessary system and process perspective in the processing of customer issues with the required quality and speed.

For customers, this results in long wait times for solutions to problems or, even worse, flawed support.

With a large and interdisciplinary team, PEC has specialized in the technical analysis of customers’ existing issues and the derivation of optimization potential for OEMs.

Along with these optimization projects, PEC also looks after support divisions between the classic 1^st Level and a large number of 2^nd and 3^rd Level divisions.

This central 1.5 Level has the following tasks:

Ensuring low backlog in incident management through the operative processing of customer issues
Analysis of the technical causes of customer issues through standardized testing processes (log-file analysis, sequence analysis, testing procedures, monitoring-evaluations)
Interface management in the event of malfunctions that cannot be assigned to a singular component (process or interface management)
Safeguarding of changes and bug fixes from the perspective of the customer function
Central service monitoring and uniform field reports

Along with the very operative “daily business”, the continuous integration of new functions and services in developed standards represents a significant scope of the assignment. Methods for analysis are to be adapted, monitoring systems expanded and the 1^st Level trained.

PEC consults and supports OEMs in this quickly growing future domain for the automotive industry and continuous to expand on its internal competence through training and the development of innovative tools and systems.