Session: Customer Case Study

Fixed Right First Time: Nissan’s first steps in automating diagnostic next-best-actions

Date and Location



  • Rhonda Eller
    Program Manager
    Nissan North America
  • Brad Page
    Manager, Fixed-Right First Time
    Nissan North America

Today’s vehicles are rolling high performance computer networks on wheels. Like medical doctors, the dealership technicians tasked with keeping cars humming smoothly are bombarded with customer’s symptoms, changing vehicle technology, complex diagnostic tools, technical service bulletins, professional certifications and cars that can’t always point to where it hurts. Hear the journey of how Nissan is using Pega Digital Process Automation & Case Management, as part of its vision to guide technician diagnoses to repair customer vehicle issues correctly the first time. See how customer symptoms, technician’s findings, diagnostic trouble codes, technical service bulletins and manufacturer knowledge have been combined in an automated, technician-friendly platform to quickly approve best repair actions at Nissan dealerships.