Case Study: OnStar streamlines cross-department service management with Serviceaide ISM

OnStar - Customer Case Study

OnStar, the General Motors subsidiary operating in China through Shanghai OnStar Telematics, was overwhelmed by the massive amount of data its platform generated every day. The flood of data created heavy demands on IT operations and maintenance, slowed other departments, and led to a high volume of support issues. Serviceaide provided its Intelligent Service Management (ISM) solution to help OnStar manage these service demands.

Serviceaide implemented ISM in about a month, integrating workflows from more than 20 departments onto a unified platform and enabling real-time data access, reporting, and collaboration without custom coding. The results included cross-department processes shrinking from seven days to two, daily service request volume rising sharply, and reporting on more than 60,000 data points in customized daily reports. Serviceaide also positioned OnStar to add Luma, its AI-enabled virtual agent, to further reduce resolution time and improve customer satisfaction.

OnStar