Volvo Taps Enigma

Automaker building next generation of its aftersales and diagnostic information system

Burlington, MA  June 2, 2003  Volvo Cars Corporation has selected a service and support chain solution from Enigma to serve as the foundation for the next generation of its aftersales and diagnostic information system.

Designed to leverage Volvo's existing infrastructure and information systems, Enigma's 3C Platform will provide the automakers' dealers and independent motor traders around the world with access to integrated parts, services and pricing information for all models of Volvo automobiles.

Volvo is using 3C to create a single, easy-to-use application that ties together its existing XML-based service manuals, electronic parts catalogs and service bulletins, as well as diagnostic interfaces and software (firmware) downloads for on-board automotive control systems.

The resulting support chain solution is intended to provide technicians and mechanics with a customized and comprehensive view of all of the information they need for fast and accurate price quotes and repair information for any Volvo automobile.

In addition, the 3C-based solution will tie into the dealer management systems and other dealer-based back-office systems to streamline parts ordering, inventory and other financial processes. Through the 3C Platform, Volvo will implement "horizontal navigation," which will allow users to type in an automobile's vehicle identification number (VIN) once and then navigate across all relevant information, such as service information, electronic parts catalogs and diagnostics.

The hoped-for result will be to decrease workshop lead time, bolster aftersales efficiency and promote more cost-effective services and repairs for Volvo's 3,000 dealers and 15,000 independent motor traders around the world.

"Our collaboration with Enigma will enable Volvo Cars dealers to provide more efficient service and support, ensuring that our customers quickly get their vehicles out of the shop and back on the road," said Lars Kullberg, director of technical service and car project management of Volvo. "Enigma's 3C Platform was the best choice to meet our dealer's demanding requirements for real-time service information.

The integrated, browser-based support chain solution will be deployed globally in 17 languages via the Web and on CD/DVD.

Volvo Cars, a subsidiary of Ford Motor Company, has 28,000 employees and recorded 2002 sales of approximately 407,000 cars.

For more information on solutions for the service and support chain, see the article "In the Field and All Grown Up," the Net Best Thing column in the June 2002 issue of iSource Business.