Celebrating Digital Innovation at Scania Workshops

During the award ceremony which celebrates companies and IT professionals for their achievements in digital innovation, Scania East Africa emerged as one of the three finalists in Africa in the transport category for submitting its Digital Dealer platform as one of the digital tools which the company is using to deliver business value using technology.

Digital Dealer has helped the company to digitalize its workshop business processes to create efficient workshop planning, increase vehicle uptime for its customers, and improve on proactiveness within the service team. Through the platform, the service team can access the customers vehicle information such as current mileage to alert customers when service is due, fault codes that need to be addressed immediately, the service history of the vehicle, remote diagnosis, the service plan the vehicle is on, and much more all in real time to enable the service advisors across all the workshops to proactively remain in contact with the customers in ensuring that their vehicles remain in top notch condition for maximum uptime, and that any issues concerning their vehicles are detected early.

“Since we implemented Digital Dealer in our workshops, we have observed increased efficiency in our operations, increased proactiveness with our customers which has enhanced our relationship with them, and with the booking system on the platform we are able to plan and allocate resources for different jobs at the workshop well in advance. Our customers are relieved and happy that we are proactively taking care of their vehicles even when they are out on the road, and they can focus more on their core business as we take care of their vehicles service and repair schedules,” explains Angela Kanyaa, a service advisor at the Scania East Africa Nairobi branch.

Additionally, Digital Dealer has provided a structured and an efficient way in which operations at the workshops are conducted with the synchronization of information from systems such as the Scania Fleet Management System (FMS) installed in the vehicles which provides data on mileage, vehicle location and creates an opportunity for remote diagnosis, enabling the service team to access information all from one platform, irrespective of location, that is required in solving an issue a customer is encountering with their vehicle. “With all this crucial vehicle information available to us from one platform, we are able to work more efficiently and reduce the downtime of our customers vehicles,” Angela adds on.

At Scania, we understand how crucial it is to continuously incorporate technology and digital transformation in our business processes in delivering solutions and services that create more value for our customers and their customers, and this is why we apply digital technology to improve our core processes and create new business opportunities through our product and service offering.