Case Study: Bosch achieves faster issue resolution and better customer experience with SightCall

Bosch Empowers Technical Support Teams and Optimizes Customer Experience

Bosch Automotive, part of the Bosch Group, needed a better way to support car workshops through its technical hotline, which handled complex electronics and diagnostic issues. The challenge was to speed up troubleshooting, improve customer satisfaction, and reduce repeat contacts for the same problem. Bosch used SightCall’s live visual support to help experts see what mechanics were seeing and guide them through repairs.

With SightCall integrated into Bosch’s CRM, the hotline could document service cases more efficiently and use Bosch Visual Connect, a custom mobile app, for self-service ticketing, offline vehicle and VIN retrieval, and on-demand video support. The result was a higher first-contact resolution rate and shorter time to resolution, while hotline experts solved issues more easily and mechanics gained greater flexibility and access to support.

Bosch