© 2017 Coveo Solutions Inc - Proprietary and Confidential · In the After-sales, we have a Global...

Jasmin Boudreau

Business Leader for the Global Retail and Services - BRP


Connecting a Global Dealer Network with Intelligent Search

About BRP (Bombardier Recreational Product)


BRP: A World leader Powersport manufacturer with a diversified portfolio

https://www.youtube.com/watch?v=npYUvsGNMKk

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7,900 employees

MOVED BY PEOPLE DRIVEN BY PASSION

Who we are BRP (TSX:DOO) is a global leader in the design, development, manufacturing, distribution and marketing of powersports vehicles and propulsion systems.

6 © 2017 Coveo Solutions Inc - Proprietary and Confidential 6 6

Presence in the world

Distribution network

Manufacturing sites: Canada

United States

Mexico

Austria

Finland

Dealership network: Germany Australia Austria Luxembourg Brazil Netherlands Spain Norway Belgium Sweden Ireland Japan Canada New Zealand United States Mexico France Finland Italy China United Kingdom

Vast International Dealer Network DEALERS COUNTRIES

~4,200 over 100


1942 1959 1970 1988 1989 1998 2001 2003 2007 2010 2013 2013 2014 2015 2016

Over 70 years of Industry-Leading Innovation

Start-up of Auto-Neige Bombardier

Limitée

Industry First Ski-Doo

snowmobile

Acquisition of the Austrian

Company Rotax-Werk

Industry First Sea-Doo

PWC

Acquisition of the company Nordtrac

Oy and the Lynx brand

Bombardier enters the ATV market

Acquisition of the Evinrude and

Johnson brands

Bombardier sells its Recreational Products division; BRP is

officially launched

Industry First Can-Am Spyder on-road

vehicles

BRP enters the side-by-side

market

BRP’s Initial Public Offering

BRP re-launched the PWC market with

Sea-Doo Spark

Launch of a new outboard engine,

Evinrude G2

BRP enters the utility-recreation segment of

the side-by-side industry

Launch of the Can-Am Maverick X3

side-by-side vehicle


The context of After-sales

The BRP After-sales department is a Global organization support the entire network of dealers and distributors through 9 offices.

Global After Sales

External contact center



Europe Americas APAC

Lead regional offices

Support offices

Technical

Hub

EUROPE

APAC

AMERICAS

Outsource contact center

In the After-sales, we have a Global Hub Team focusing to delivered a turn key service to the regions.

Global Hub : Processes, policies, tools, projects, warranty and tier partners to contribute to the business transformation.

BRP Network

Global Hub

Customers

Projects, Systems & Service MOT

Business Intelligence

Warranty

Dealer appreciation of 4 channels strategy is on the rise worldwide and are integrated in their daily operations 24/7

However, we needed a serious change with the knowledge center search tool in hope to meet our objectives

Community

BOSSWeb Parts Tab

Knowledge Center

Phone lines

BOSSWeb Warranty Tab

4 Channel tools;

Case Management

Following our Knowledge, the B2B BRP Community is the 2nd most important self-service tool in our offering to the network

Reduce dealers incoming contacts globally

Increase dealer adoption and self-service usage

Community results integrated in the Knowledge

...which resulted with an average of 335 000

views by month on the Community!

More social interactions


High-level view of Project

Dealer autonomy was negatively impacted due to self-service gaps from Knowledge center original release

Fixing search tool performance key milestone in self-service adoption

We were facing serious system performance issues affecting the relevancy and ranking of the search results as well as the search ability and user-friendliness of the interface

Justification

▪ Self-service adoption stalled due to system performance and lack of acceptable fixes.

▪ Increase Dealer autonomy to support growth and increase volumes.

▪ Reduction overall After-sales support cost contacts of organization.

▪ Finalize deployment of true global and centralized knowledge center

Issues

Objectives

Objective was to replace and revamp our Knowledge Center tool by a best-in-class, powerful and new efficient search engine

Enhance user experience

Poor search ability Ranking & relevance issues

Poor user-friendliness of user interface Uneven multilingual experience

Increase adoption of the Knowledge Center Search tool

The KC was facing serious system performance issues affecting the adoption of the self-service tool.

16

Replacement of after-sales search tool was agreed and we signed an agreement with COVEO

Reviewed and understood the previous self-service landscape and the challenges we were facing…

Exposed that self-service usage and dealer autonomy are instrumental in the After-sales global support model.

Showed how the business case was aligned to support operating cost and over-head savings while absorbing future business growth

First phase took 5 months while the 2nd phase took 2 months

FY17 FY18

May June July August sept Dec Jan Feb

PMP, Blueprint

Contract & Sign-off

Stabilize

Design Phase

Go-Live

Case integration design phase

Kick-off with COVEO

Go-Live

Stabilize

If we need a training for our knowledge

center, we will have failed our project

Jasmin Boudreau



Previous Knowledge Center


Previous Knowledge center was combining 2 purposes within one view making in it complicated , no convenient with poor relevancy


The New Knowledge Center

Take a look at the new Knowledge Center

Powerful search

bar

Optimized results

content

Faster than ever

Multi- lingual

October 31st, 2016

The KC received major improvements both on a technical and user interface & many exciting features.

Two tabs to ease usage &

search

Dedicated Serial page for unit

history

Knowledge page pre-filtered with

the unit assets once selected by

the users

Simplified advanced

search

Facets on the left side of page to

filter

Leading to relevant results

Faster than ever

Visual support integration

Icons to help identify sections or article types

Quick view on articles

User-Friendly

Automated relevancy tool

Build-in Intelligence

adjusting articles based on the

behavior of the dealers

Logical ranking of results

Secure content by tagging subjects

Advanced analytic

reporting

Business reporting to identify gaps

based on user experience

Thesaurus

Glossary of ± 5000 words

allowing multilingual search and

equivalence of terms

The VIN / Serial number page provides all unit informations

The article page recognizes the Serial number logic and shows information specific for this unit

COVEO’s integrated in our case management to achieve case deflection and increase dealer autonomy

The logic evolves as the different fields are filled by the dealer to narrow down the results

Additionally, we have leverage COVEO to simplify our knowledge creation

+ 5000 words thesaurus integrated to inject in the queries ot manage 12 languages

+ Thesaurus to manage typos and/or regional differences



Where do we stand after 8 months?

Over 2.6 M queries in the last 8 months with 89.5 % coming from the Knowledge center

Environment Dealer KB search (Live end of October)

Highlights • Since November 2017 (8 months),

more than 14K users connected to BRP Dealer portal.

• Almost half of the clicks came from Machine Learning suggestions

Visitors are from all around the global with 12 different languages

Dealers are clicking and reading the first results and we are constantly improving our relevancy

Highlights • Query Click-Through average is

57.5% which is above the best in class benchmark of 50%. It keeps improving each month. We reached 60.9% in March.

• Average Click-Rank is in the top 3

best in class. We are trending at 2.7 for the past months

Article suggested in Case management is still very young but looks promising

Self-Service (Month of May) • Visit Click-through Out of the 45.9K dealer visits with a search,

87.2% contain a click on an article. This number is one of the best in class benchmark!

• Traffic Workflow Most of our dealers consult our search portal or vin page prior to log a case

Managing content gap with a robust « top 25 » mechanism looking at each type of subjects


In place: •Weekly governance review gaps in COVEO / Lithium / case management •Weekly action place to create content in Knowledge and/or Community •Internal KPI in Department score card focusing on self-service utilisation with monthly governance •Dedicate FTE adminstrating COVEO


Key messages

Jasmin Boudreau Business Leader for the Global Retail and Services - BRP

[email protected]

https://www.linkedin.com/in/jasminboudreaucrha/

jasminboudreau


mailto:[email protected]

© 2017 Coveo Solutions Inc - Proprietary and Confidential · In the After-sales, we have a Global...

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