From Manual Bottlenecks to Autonomous Efficiency: A Luxury Automaker’s Digital Journey
ABOUT CUSTOMER
This customer is an iconic luxury automobile manufacturer with a century-long heritage, formed through the merger of two prestigious car brands. Operating in over 150 countries, it generates annual revenues exceeding USD 25 billion and employs more than 40,000 professionals worldwide. While leading the industry with innovation and sustainable mobility solutions, the organization also manages complex challenges arising from diverse legacy systems inherited during its inception.
VALUE REALIZATION
- Increased the sales resilience by relieving end of the month pressures
- Ensured better customer satisfaction as the instances of mismatched inventory was greatly reduced
- Reduced manual intervention and human errors for access provisioning
- 40+ new requests every month for acquiring a new key via VSA fulfilled by ignio
- Increasing vehicle key support coverage from 8x5 to 24x7 to increase customer satisfaction
- 60% TAT reduction by automating transactional process
REACH US
Business context
With a legacy shaped by numerous mergers and acquisitions, this luxury automaker operates a vast and complex IT ecosystem comprising hundreds of disparate modern and legacy systems inherited from its former group companies.
Despite financial challenges, the organization is committed to driving customer loyalty, reducing operational costs, and accelerating innovation.
After relying on a leading RPA vendor, for the last few years, for automation, the company adopted Digitate’s ignio™ AIOps and ignio™ AI.ERPOps to increase the automation index, increase business resilience, improve customer satisfaction and enable teams to work on strategic projects rather than repetitive tasks.
Reducing financial impacts due to IDoc errors
The Challenge:
The customer was grappling with frequent mismatches in the wholesaler catalogs across key Asian markets – Japan, Korea, Singapore, and Taiwan – resulting in lost sales opportunities for in-stock vehicles and negatively impacting customer experience. With over 10 such incidents monthly, the challenge was significant. Inventory management relied on D42, which transmitted IDocs to SAP for updating vehicle and parts storage locations. However, SAP processing errors often caused IDocs to fail, preventing updates from D42 to SAP eSmart and leading to missed revenue opportunities. This recurring issue highlighted the urgent need for a robust, intelligent automation solution.
Solution:
Digitate was chosen by the customer to leverage AI.ERPOps to reduce business disruption due to incidents in SAP. AI.ERPOps provides end-to-end management of IDocs, from monitoring and error detection to autonomous resolution with approvals. If unresolved, errors are sent to a manual queue for further action. To resolve the issue of inventory
mismatch in the wholesale systems, the customer leveraged the IDoc Management solution. This solution proactively monitors the IDocs passing from D42 to ESmart and reports when there is an IDoc failure. Typically, each IDoc contains information about a specific vehicle and by implementing this solutions, the IDoc failures have reduced by 85%.
Improving productivity by faster access provisioning for critical applications
The Challenge:
The IT team handled over 550 daily requests for access to critical applications, repetitive yet time-sensitive tasks that consumed significant effort. Manual processing caused delays, increased turnaround time (TAT), and frequent back-and-forth with users, impacting productivity and the team’s reputation. Skilled SMEs were tied up with routine work instead of strategic initiatives. Recognizing these inefficiencies, the organization identified automation as essential to streamline workflows, eliminate errors, and accelerate response times.
Solution:
Most access provisioning requests stemmed from applications like Tableau, RSA, and SCCM which were automated. Common requests such as license assignment, employee onboarding, and exit processes were fully automated, eliminating the need for manual intervention and streamlining operations.
Improving customer satisfaction by faster vehicle key processing
The Challenge:
The customer leverages Vehicle Security Application (VSA), acritical application, that stores the security information for a vehicleincluding mechanical key profiles. The key profiles are integralinformation to process a new key for existing vehicle in case of keyloss or provide a new key for new vehicle during the vehiclehandover. There were many instances when the business usercould not generate the new key in the VSA system leading to a poorcustomer experience.
Solution:
ignio autonomously captures the request, uses the vehicle identificationnumber (VIN) provided by the end customer, updates it in the VSAsystem, and generates a new key—eliminating a traditionally repetitivemanual task. This automation significantly reduces turnaround time,boosts productivity, and ensures timely key handovers. Once thebusiness user confirms completion, ignio closes the loop through anend-to-end self-heal process, proactively notifying all stakeholders.
The result: improved operational efficiency, enhanced customersatisfaction, and minimal impact on manufacturing systems.
Process improvement by leveraging automation
The Challenge:
The customer’s IT team faced a heavy ticket load and time-consuming manual tasks like incident assignment, SLA creation, and employee onboarding. Many issues required SMEs with tacit knowledge, limiting their ability to focus on strategic work. These inefficiencies increased turnaround time, headcount, and errors, impacting productivity and stakeholder satisfaction.
Solution:
- Leveraging the automation capabilities of ignio, 2000 incidents wereauto-assigned per month. The incidents were assigned consideringthe workload and subject matter expertise.
- More than 32 SAP SLA manuals were auto-created by ignio,reducing manual errors completely.
- Employees were onboarded 3x faster by automating deviceworkorder creation.
Key Highlights
- 80-95% – Success rate of ignio automation
- 2500+hours – Effort savings per month by incumbent replacement
- 3500+minutes – Saved daily by automating accessprovisioning for critical applications
- IDoc failures reduced by 85%
- Access provisioning fully automatedend‑to‑end
- Incidents auto‑assigned improving productivity
- Vehicle key generation autonomously executed
