AMAG
How AMAG Increases Its Service Quality by 19% with aspaara
With the introduction of the AI co-pilot aspaara as a Bodyshop Management System (BMS), AMAG’s Central Claims team achieves sustainably higher efficiency in scheduling, significantly boosting service quality.
-75%
Less
Workload
-19%
Shorter Throughput Times (key-to-key time)
About AMAG
AMAG Automobil und Motoren AG is the Swiss market leader in automobile retail and an authorized dealer for Volkswagen, Audi, SEAT, ŠKODA, and VW Commercial Vehicles. It operates a dense network of dealerships and service centers throughout Switzerland. With sales of CHF 5 billion and a market share of over 30%, AMAG places a strong emphasis on sustainability. Its customer service enjoys an excellent reputation.
.jpeg)
“With aspaara, we have a clear and transparent overview of how busy all workshops currently are, allowing us to schedule repair appointments more quickly.”
Leonardo Abreu
Head of Central Claims & Billing
Challenge
The Central Claims customer service area is responsible for receiving damage reports and coordinating repair appointments in AMAG’s various workshops. Scheduling appointments with customers and communicating internally across numerous workshops is time-consuming and complex. Planning realistic repair dates is further complicated by the lack of a unified overview of workshop capacity. Individual appointments could not reliably be met, resulting in repeated minor customer dissatisfaction and scheduling difficulties, which the Central Claims team then had to manage:
-
Time-consuming appointment planning.
-
Complicated internal communication across multiple workshops.
-
No standardized overview of workshop capacities.
-
This repeatedly led to missed deadlines, unhappy customers, and increased support requests directed at the Central Claims team.
“With MatchingCore, we have clear appointment scheduling and, above all, always know how busy the shops are.”
René Auras
Central Claims Advisor
Transparent Job Organization
By using MatchingCore, AMAG can transparently track the entire flow of shop orders. The software makes it possible to monitor every step of the repair process and ensure that no jobs are overlooked or forgotten. Now, repair appointments can be scheduled in workshops that have available capacity, significantly increasing the likelihood that deadlines will be met. In this case, innovative information technology means transparency and a concurrent relief of operational processes, making impeccable customer service possible in the first place.
“By using MatchingCore, we see a significant time saving when scheduling appointments compared to other tools.”
Marcel Märki
Central Claims Advisor
Impact
aspaara was rolled out as the central Bodyshop Management System (BMS) in over 35 AMAG workshops across Switzerland.
This has significantly increased service quality:
-
Improved project coordination and higher service quality.
-
Reduced operational workload by 75%.
-
The average throughput time (key-to-key) was reduced by 19%.
With this, AMAG’s Central Claims team achieves higher efficiency in scheduling and significantly boosts service quality.