New trouble ticket system

By means of “ServiceAccel”, Bosch offers automotive workshops quick support in case of diagnostic or repair problems

  • Complete solution management via ticket system and How2Fix app
  • Quick overview thanks to new user interface allowing intuitive operation
  • Straightforward and quick creation of trouble tickets – also with mobile devices

Bosch substantially enhanced its trouble ticket system providing automotive workshops with quick and practical support in case of problems related to diagnoses or repairs. The new quick and easy-to-use system known as ”Bosch ServiceAccel” is now available for workshops with a subscription to Bosch Esitronic workshop software including support by the technical hotline.

In case a workshop employee does not make any progress with troubleshooting on a customer vehicle or if he needs support regarding a repair problem, the ServiceAccel trouble ticket system allows him to search the knowledge database for possible solutions as a first remedy. This database is updated regularly – and thus growing constantly – by adding current problems occurring in everyday workshop life. Often, mechatronics already find a suitable remedy having a look at the database. In addition, the system also allows quick and easy creation of trouble tickets allowing him to explain his problem. Shortly after, the Bosch hotline experts will then provide a solution for the problem. By means of the “How2Fix” app, the new ServiceAccel trouble ticket system can also be used on mobile devices such as smartphones or tablet computers.

New user interface with neat and clear design

Using the new system, inquiries concerning vehicle repair or Bosch products can be made both faster and easier. As early as placing his request, the user can choose between product, car or commercial-vehicle inquiries. The new user interface with its neat and clear design is willingly simple. Therefore, it provides a quick overview and eases the operation. Attachments can now be added to the ticket via drag & drop. The search function has been improved ever further. It eases the selection of vehicles and components and consequently also the ticket creation. More importantly, the new ticket system has now been optimized for use on different devices reaching from PC to tablet computer and through to smartphones. This allows mobile access to tickets, documents and comments.

At the same time Bosch also reworked the "How2Fix” app. Combined with ServiceAccel, it provides the user with global access to information concerning different hotline areas – such as diesel and electronics – as well as information stored on the knowledge database – anytime and anywhere.

Users already registered for the Bosch technical hotline and the former Trouble Ticket System are automatically transferred to the new ticket system. They can log in using their accustomed user data. The “How2Fix” app is free of charge and available for both iOS and Android devices. In order to use it, however, a valid hotline subscription and the login data for the trouble ticket system are required. The updated ticket system is easily understood and can be used intuitively. In case there are any questions after all, a manual explaining the different system features is available right after logging in.

The Automotive Aftermarket division (AA) provides the aftermarket and repair shops worldwide with a complete range of diagnostic and repair shop equipment and a wide range of spare parts – from new and exchange parts to repair solutions – for passenger cars and commercial vehicles. Its product portfolio includes products made as Bosch original equipment, as well as aftermarket products and services developed and manufactured in-house. More than 18,000 associates in 150 countries, as well as a global logistics network, ensure that some 650,000 different spare parts reach customers quickly and on time. In its “Automotive Service Solutions” operations, AA supplies testing and repair-shop technology, diagnostic software, service training, and information services. In addition, the division is responsible for the “Bosch Service” repair-shop franchise, one of the world’s largest independent chains of repair-shops, with some 17,000 workshops. In addition, AA is responsible for more than 1,000 “AutoCrew” partners.

The Bosch Group is a leading global supplier of technology and services. It employs roughly 400,500 associates worldwide (as of December 31, 2017). According to preliminary figures, the company generated sales of 78 billion euros in 2017. Its operations are divided into four business sectors: Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology. As a leading IoT company, Bosch offers innovative solutions for smart homes, smart cities, connected mobility, and connected industry. It uses its expertise in sensor technology, software, and services, as well as its own IoT cloud, to offer its customers connected, cross-domain solutions from a single source. The Bosch Group’s strategic objective is to create solutions for a connected life, and to improve quality of life worldwide with products and services that are innovative and spark enthusiasm. In short, Bosch creates technology that is “Invented for life.” The Bosch Group comprises Robert Bosch GmbH and its roughly 440 subsidiaries and regional companies in some 60 countries. Including sales and service partners, Bosch’s global manufacturing, engineering, and sales network covers nearly every country in the world. The basis for the company’s future growth is its innovative strength. At 125 locations across the globe, Bosch employs 62,500 associates in research and development.

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