Peugeot came to Triad to help streamline their Distribution department. Their team of around 15 staff received support enquiries from the dealer network into a centralised email inbox. These were then forwarded on to the relevant staff member, leaving no trace of what was completed or outstanding, nor any record of response times.
Following various meetings, discussions and an in-depth analysis of Peugeot’s existing system and departmental structure, we created D-Web. This is an online tool that dealers access and within the system each dealer can view their current orders and send enquiries to the helpdesk for processing. Each enquiry type is assigned an SLA to be processed.
Problem solving solution
The helpdesk automatically assigns enquiries into dedicated user inboxes, ready for processing. The administrator can now monitor the teams performance with the aid of various bespoke reports that we developed in conjunction with the senior distribution management team.
Key benefits of D-Web include;
- Streamlining of previous processes
- Real time reporting against defined SLAs
- Resource efficiency and demonstrable costs savings
- Team of 4 now carry out the work of 15