The system has been integrated with:
Dealer Master Data system, to get Dealer information automatically (it was previously maintained manually). This represented the foundation to proceed with further integrations requiring the most accurate Dealer information,
Breakdown Assistance (BDA, contact center to assist with vehicle break down), to generate new DPS incidents based on Breakdown incidents which resolution requires a Part in back order,
Common Spare Part System (EPR for Parts), to generate, update or close automatically DPS incidents based on the status of order for the Part in the EPR,
The system create and assigns tasks to Agents based on the incident information. Agents work is tracked in detailed to allow the monitoring of KPIs and reporting on performance.
Over the years the system has been re-engineered to be ready for the consolidation of CRM systems with the intent of merge the ones related to Costumer Service.