Case Study: VW streamlines special order parts ordering with Avaamo

VW cuts SOP handle time from 10 minutes to under 1 minute with Avaamo

VW faced significant challenges in its special order parts (SOP) supply chain, causing frustration and inefficiency for its dealers. Parts managers endured long wait times on calls to check availability and had to navigate a cumbersome hybrid system of call centers and online ordering, a process that became especially problematic during recalls. To address this, VW partnered with Avaamo to implement a conversational AI platform.

Avaamo's solution was a virtual assistant that allows dealers to check parts availability and create orders using natural language. The platform integrated with SAP backend systems to enable straight-through processing. This reduced the average handle time for an order from 10 minutes to under one minute. The results were substantial, with the system successfully executing over 8,000 orders per month and handling 2 million user queries with 99% accuracy.

VW