OnStar's subscriber platform removes effort, defection, and cost from every journey
OnStar needed a next-generation platform to serve its seven million subscribers. Legacy technology was expensive to maintain and difficult to use – leading to slow advisor response times. Meanwhile, the advent of 4G LTE within new vehicles posed a challenge to support the capabilities, products, and services that came with this new technology. OnStar took this opportunity to move away from a single-channel, contact center model to a stand-alone decisioning engine that would drive capabilities into all channels that subscribers used to interact with the company.
Industry: Manufacturing & High Technology
Product Area: Platform