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New after-sales service //

New after-sales service // AUDI

Audi After Sales


AUDI AG set itself the goal of opening up all channels of the Customer Journey. This also included a new service offering in the after-sales area. The focus was on the possibility for customers on audi.de to transmit their after-sales enquiries online to their preferred partner.

  • Project support from conception to implementation
  • Execution of the required deployments and testing
  • Feasibility analysis and implementation consulting
  • Advice on setting up the required support processes and structure
  • IT requirements management and documentation of requirements
  • 3rd level support for the technical process
  • Development of the solution according to the Scrum method
  • Support in current release management



Steps & Highlights


Due to its strong expertise in CRM online integration and data management requirements, Vision11 was entrusted with project management support throughout all project phases. Our active support and consulting ranged from the conception of solution scenarios to the actual implementation and introduction of the process in retail.


Based on the results of the analysis phase, Vision11 supported the development of solution scenarios in the first step. Taking into account the process-related and systemic conditions, we analyzed and evaluated the various scenarios in terms of feasibility and costs/expenses. From this, a final decision basis with recommendations for the Audi specialist department could be developed.


The requirements for the chosen solution were worked out together with Audi, documented in a specification sheet and the required system architecture outlined. The interface adaptations relevant to the system architecture were coordinated by Vision11. The solution was developed using the agile Scrum development model. User stories were derived from the specifications. After each iteration, the development statuses were installed on the Audi systems via an automated deployment process. Thus, unit and integration tests could be carried out directly in the Audi environment for the implemented user stories after each sprint. In the course of development, the defined KPI concept was applied in the application to enable the department to perform real-time analyses later. The completed application was subjected to an IT security check and handed over to Audi IT operations.


During the go-live phase and during ongoing operations, Vision11 will provide 3rd level support. The further development and optimization of the process is actively supported by the release management. New requirements are evaluated by Vision11, a cost estimate is created and prioritized together with the Audi department. The development and implementation of the new requirements is carried out by Vision11.


Added value


Due to the diverse system landscape at the Audi partners, a new uniform system had to be implemented. The data generated online is transferred via the relevant interfaces to the new system and to the SAP CRM system of AUDI AG. The new system distributes the inquiries to the selected partner, who can contact the interested party directly.


Thanks to the “Service Contact Audi Partner” on the audi.de website, customers today have the opportunity to address after-sales topics to Audi partners around the clock. In addition to this advantage for customers, the Audi partners also benefit from the new forms (touchpoints) on the heavily frequented audi.de website



The Audi Group, consisting of the Audi, Ducati and Lamborghini brands, is one of the most successful manufacturers of automobiles and motorcycles in the premium segment. It is present in more than 100 markets worldwide and produces at 16 locations in twelve countries. 100 percent of AUDI AG’s subsidiaries include Audi Sport GmbH (Neckarsulm), Automobili Lamborghini S.p.A. (Sant’Agata Bolognese / Italy) and Ducati Motor Holding S.p.A. (Bologna / Italy).