Service
Resolve tickets faster
The question is not how a ticket gets solved — it is whether it belongs here at all.
In the product
This ticket sits in fourth level. Does it belong there? What is known about the vehicle and the customer, and what is the next action?
Ticket TCK-40917 concerns a vehicle with an active service restriction, reported in market DE.
The context:
- Operating state normal, connectivity lost for 4 days
- The affected component is under campaign CMP-238 — 3 further tickets of the same pattern
- The reported function is not released in market DE (country availability)
Recommendation: Not a fourth-level case. The cause is the country release — return to third level with a reference to CMP-238.
QuellenOperating stateService statusCampaignsCountry availability
What changes
Before
- Information gathered by hand from several tools, ticket by ticket.
- Wrongly escalated tickets occupy the highest support level.
- Customer resolution time grows through the misrouting.
With d.AP
- First analysis in minutes, not half an hour.
- The support-level decision made where the ticket arrives — or one level earlier.
- Reporting and further automation on the same model.
What it delivers
3min
instead of 30 minutes
First analysis at one point of access, not across several tools.
1system
instead of 6 systems
To be opened in order to classify a ticket.
−90%
Less time per first analysis — capacity that returns to problem solving.
Connected data sources
Ticket systemTelemetryService backendCRMCampaigns
Reference · Automotive OEM
Use Cases
More use cases
10 Use cases
Next step
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