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Seeking Enhancing Customer Engagement Through Technology

Background / Description

The Open Innovation Platform (OIP), an initiative by the Info-Communications Media Development Authority of Singapore (IMDA), aims to connect real business challenges to problem solvers.

 

Context

Volvo Construction Equipment (Volvo CE) is a leading international manufacturer of premium construction equipment with over 14,000 employees, making it one of the largest companies in the industry. Volvo CE’s wide range of products and services are offered in more than 140 countries through its global distribution network. Volvo CE today has a wide range of customers, from owners with one equipment, to large construction and mining companies that operate fleets with more than 50 machines.

Today Volvo CE’s APAC operations, headquartered in Singapore, comprises the following features -
1. Covers 24 markets with cumulative 500 plus employees
2. Operates 4 regional hubs in India, Korea, South East Asia and Oceania
3. Manages 39 dealers of which 3 are owned by Volvo CE (Singapore, Malaysia, South Korea)

Volvo CE’s dealers are the mainstay of the business and an important bridge between the company and its customers. The dealers provide customers with end-to-end advice and support: from choosing the right equipment for the work, purchasing, and ensuring that they receive the appropriate post-sales service and care. While Volvo CE works closely with their dealership, the company aims to increase its touch points with their customers and to understand their needs better. This can in turn result in better engagement experience for their customers, providing on business critical information, such as equipment delivery and repair status.

As traditional business models are disrupted by startups and advancements in technology, Volvo CE is looking to make it easier for its customers to do business with it. This includes developing new business models, creating more services, and improving the channels of direct communications with customers. Volvo CE plans to build an ecosystem which will bring together dealers and third-party solution providers. This ecosystem will serve as a one-stop gateway for Volvo CE’s customers to receive prompt and effective service support for their needs. The ecosystem will also increase the number of direct touch-points Volvo CE can have with their customers, giving them an enhanced end-to-end engagement experience.

 

Problem Statement

How can we use digital technology to enhance the experience of our customers, while supplementing the Volvo CE dealer network?

Technical Specifications

What Are We Looking For

  • Proof-Of-Concept (POC) of a solution that supplements Volvo CE’s dealership operations, and facilitates direct communications between Volvo CE and its customers, focusing on the SEA market (Singapore, Malaysia, Thailand, Philippines, and Indonesia)
  • Solution must be scalable for implementation in the SEA market:
    • English can be the primary language for the POC, but the solution should support the various SEA languages after POC has been rolled out
  • Solution should be compatible with Volvo CE’s existing customer engagement systems

 

Possible Use Case

Customer engagement platform, supplementing the dealer-customer interaction; for example (not exhaustive):

  • Solution could be a digital platform that works as a one-stop tool which improves the overall customer experience. The platform can host Volvo CEs, dealers and third-party solution providers, who can support the customers. This includes servicing the customer such as on machine diagnostics, machine parts ordering, work order status, etc. In addition, it should also be a channel for customer interaction such as handling customers’ requests, feedback, and complaints
  • Solution can also serve as a workflow management tool for Volvo CE so that it can improve business processes as well as identify bottlenecks in the supply chain. This will in turn enhance customer experience as Volvo CE can then provide a more accurate turnaround time

 

What's In It For You

  • SGD 20,000 of prize money for each winner of this challenge (see Award Model)
  • Co-innovate with a leading construction original equipment manufacturer (OEM), with more than 180 years of experience in this domain
  • Potential to commercialise the solution with Volvo CE, and bring the solution to other regions (EMEA, Americas and China)
  • Winner will be publicised by Volvo CE at the end of the challenge

 

Eligibility

We are open to global and Singapore-based individuals, research providers and companies that have digital technology expertise and innovation capabilities. Some of these include Info-Comm and Media (ICM) start-ups, SMEs and larger companies. Problem Solvers should have the ability and desire to co-create and innovate with Problem Owners or/and other partners to translate their ideas into solutions that can address real business needs. 

As cultural familiarity is an important factor in Volvo CE’s business, Problem Solvers from the APAC region are preferred. The POC needs to be demonstrated in Singapore. Global applicants must be prepared to bear the additional cost of travel.

 

Further Details

Technical details of the problem statements as well as information related to the innovation calls can be found on the IMDA Open Innovation Platform (OIP) which you will be redirected to after clicking on the 'Proceed To Details' button below and filling up a short form with your basic information.

Preferred Business Model

  • R&D Collaboration
  • Business Collaboration (Joint Venture, Distribution)

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