--- title: "DriveAuto" description: "DriveAuto (SEW Eurodrive, 2022/23): Technicians support customers by live video call instead of travelling on site" url: "https://www.sugar-network.org/en/projects/driveauto-2022-23/" lang: "en" --- # DriveAuto **Technicians support customers by live video call instead of travelling on site** _The State Of The Art Assistant For Technicians_ - **Corporate partner:** [SEW Eurodrive](https://www.sugar-network.org/en/network/partners/sew-eurodrive/) (https://www.sew-eurodrive.de/startseite.html) - **Cohort:** [2022/23](https://www.sugar-network.org/en/projects/cohort/2022-23/) - **Theme:** [Industry & operations](https://www.sugar-network.org/en/projects/themes/industry-operations/) - **Type:** Digital service - **Universities:** [Karlsruhe Institute of Technology](https://www.sugar-network.org/en/network/universities/kit/), [Trinity College Dublin](https://www.sugar-network.org/en/network/universities/tcd/) - **Team:** 8 master students - **Disciplines:** Computer Science, Economics Engineering, Engineering with Management, Industrial Engineering, Information Systems, Mechanical Engineering ## Challenge SEW Eurodrive wanted a remote service option in its maintenance offering. Long service visits cause costly downtime, and customers increasingly expect convenient, quick support. ## What they built A remote service dashboard for technicians with five features: serial number lookup with previous cases and troubleshooting guides, live assistance, call invitations for real-time video with customers, a knowledge base with manuals, and automatic documentation of call details and recordings. ## Impact Customers would get help without on-site visits, with faster response and less downtime. Technicians spend less time on manual tasks and more on customers. ## Full project text Experience a new era of remote service, where distance is no longer a barrier. DriveAuto, our advanced dashboard, not only empowers service technicians to excel in their work but also elevates service quality, customer satisfaction, and overall operational efficiency. ### Challenge Integrating a "remote service option" into the existing maintenance service is a crucial challenge for SEW. As customer expectations evolve, providing convenient and efficient remote support has become essential. This challenge is important as it directly impacts profitability, customer satisfaction, and the overall competitiveness of SEW in the market. Adapting to this demand ensures that SEW remains at the forefront of service innovation, meeting customer needs while optimising resource utilisation. Successfully implementing a remote service option not only enhances the customer experience but also opens up new opportunities for growth and improved operational efficiency. ### Solution The solution lies in developing a comprehensive remote service platform that seamlessly connects technicians and customers. DriveAuto is a game-changing platform designed to optimise technician efficiency and exceed customer expectations. With powerful features like Live Assistance, Serial Lookup, Automatic Documentation, Call Invitation, and Knowledge Base, DriveAuto empowers technicians to deliver exceptional service. By streamlining workflows and eliminating manual tasks, DriveAuto allows technicians to focus more on customer needs, resulting in increased satisfaction. This comprehensive solution ensures that technicians can provide personalised support, accurate troubleshooting, and seamless guidance, leading to enhanced customer experiences. Implement DriveAuto today and witness the transformation in technician productivity and customer satisfaction, setting your business on a path to success. ### Impact The implementation of DriveAuto has a profound impact on both users and technicians, offering significant advantages. Users benefit from the convenience and flexibility of a remote service option, receiving prompt assistance without the need for on-site visits. This leads to faster response times, reduced downtime, and increased productivity. DriveAuto enhances the user experience by providing efficient issue resolution, resulting in improved customer satisfaction. Ultimately, DriveAuto creates a mutually beneficial scenario, delivering tangible benefits to both users and sponsors, fostering loyalty and driving business growth. ## Who built it. - Lasse Nehrdich, Industrial Engineering and Management (M.Sc) (Karlsruhe Institute of Technology) - Hannes Takenberg, Computer Science (M.Sc) (Karlsruhe Institute of Technology) - Paulina Sepulveda, Economics Engineering (M.Sc) (Karlsruhe Institute of Technology) - David König, Information Systems (M.Sc.) (Karlsruhe Institute of Technology) - Gavin MacDonnell, Mechanical Engineering (M.Sc) (Trinity College Dublin) - Robert Teeling, Mechanical Engineering (M.Sc) (Trinity College Dublin) - Katie Kilroy, Mechanical Engineering (M.Sc) (Trinity College Dublin) - Conor Kennedy, Engineering with Management (M.Sc) (Trinity College Dublin) ## Video - Team SEW by Karlsruhe Institute of Technology and Trinity College Dublin - EXPO Teasers 2023: https://www.youtube.com/watch?v=HABbv_hXjjI ## Sources Summarised by the SUGAR editorial team from the team’s project page and SUGAR Expo booklet. Open the 2022/23 booklet: https://drive.google.com/file/d/1WMrUn39kwgYTXEabC0jMaIxoaVfyb2Kq/view?usp=sharing