Oracle Magazine, May/June 2018
ORACLE MAGAZINE MAY JUNE 2018 41 clear picture of the health of their vehicle based on real sensor data including actual mileage and other dashboard information The report describes any maintenance and repairs that are needed combined with relevant dealer service offers warranty offers and recall notices based on information from the sensors That empowers car owners with a list of items that they can take to a dealers service shop thus avoiding potential uncertainty or haggling over the work that actually needs to be done The report includes links to the dealers service appointment system as well as service discount offers which have helped to increase dealers service business Cook says The email also includes links to videos that let users explore the vehicles connected car features More than 56 of recipients open the VHRs compared with the 10 or less open rate for traditional email coupon campaigns and click through rates are also high according to Concentrix With services such as these automakers have realized that the IoT data from connected cars can be used to deliver a much broader range of benefits Cook says With the IoT data automakers have the opportunity for greater engagement with the owners of the vehicles and theyre able to educate them on the vehicle features he says Accordingly Concentrix is building advanced applications that will further take advantage of connected car data to provide other new services and enhance Concentrix overall customer interaction business For example the company has created an agent screen in Oracle Service Cloud that includes an easy to understand visual representation of the vehicle with icons representing the sensors If the pressure in one tire becomes dangerously low an icon turns red The application can alert the cars owner and if necessary organize a visit by a service technician to fix the problem Because the problem is automatically flagged by the sensor and transmitted via Oracle IoT Cloud Enterprise the problem can be diagnosed and fixed even if the car is parked and the owner is away The prebuilt integrations between Oracle IoT Cloud Enterprise and other enterprise applications was a game changer for us says Cook enabling us to quickly interconnect services to demonstrate how vehicle data can influence the entire omnichannel customer experience
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