Session: Customer Case Study

Fixed Right First Time: Building Quality-Driven Customer Lifetime Loyalty

Date and Location



  • Rhonda Eller
    Program Manager
    Nissan North America

When a customer brings their vehicle in for service they expect it to be fixed right the first time. Today’s automobiles are high performance supercomputers on wheels - a complex, interconnected network. A dealership technician, like a medical doctor, must keep up to date on the latest technology, training, publications, and campaigns while ensuring compliance with safety campaigns, individual state dealership and buy-back laws for repeat repairs. Learn how Nissan is leveraging Pega Digital Process Automation, Case Management, and Next Best Action Decisioning to create F1 - an automated diagnostic platform for technicians to evaluate and document vehicle issues, determine which Technical Service Bulletins or Safety Campaigns apply to the vehicle, utilizing structured customer symptoms, technician findings, and Diagnostic Trouble Codes (DTCs) gathered through a mobile device.