Integrated Customer Service and Logistics Operations for Automotive After-Sales Services
Seamless integration of customer center functions and spare parts warehousing to unify customer response and delivery operations.
Customer：Automobile Manufacturer
Challenge (Before)
In automotive after-sales services, customer service operations—such as spare parts orders, inquiries from distributors, dealers, and repair shops, and defective product handling—had become increasingly complex.
While urgent orders required immediate response, order processing, inventory management, and shipping arrangements were handled separately across departments, creating challenges in coordination between customer service and logistics operations.
In addition, the storage and supply system for service parts, including overseas-procured components, was not fully optimized, making it difficult to ensure stable, end-to-end after-sales logistics operations.
Solutions
NX Solution
- NX assumed responsibility for the customer center function, centrally managing spare parts orders and inquiries from sales companies, distributors, and repair facilities. NX also handled order processing and data entry on behalf of the client.
- Service parts procured both domestically and internationally were consolidated at NX’s spare parts warehouse. From inbound receiving to outbound shipping, NX established a stable supply structure that includes inventory replenishment and value-added services.
- Leveraging the NX Group’s transportation network, NX provided flexible delivery solutions tailored to lead-time requirements, ranging from standard distribution to emergency shipments.
- By operating the customer center and logistics center in an integrated manner, NX enabled seamless coordination from inventory confirmation to shipping instructions. In the event of defective parts, NX managed the entire process—from inquiry reception to collection and replacement shipment—under a unified framework.
Benefits
Benefits (Results)
Through the integrated operation of the customer center and spare parts logistics center, NX established a seamless process from order receipt to delivery.
Improved responsiveness in inventory inquiries and emergency shipments has enabled reliable and prompt parts supply to distributors, repair facilities, and end users.
By outsourcing customer service operations to NX, the client is able to focus on core business activities. As a result, overall after-sales service quality has improved, contributing to enhanced customer satisfaction.
