CASE STUDY

SEAT

Solve complex car breakdowns

Automotive

Spain

2025 – today

Remote Eye

The challenge

SEAT, a subsidiary of the Volkswagen Group, is a Spanish car manufacturer. Its range covers vehicles from small hatchbacks to SUVs for the European market, and its performance brand Cupra has been an independent brand since 2018.

When SEAT’s dealership workshops needed a specialist from headquarters to assist with complex vehicle breakdowns, they struggled to resolve the issues. The main challenge was diagnosing and fixing these problems remotely and efficiently. Resolving a case took a long time: technicians often needed one to two months to arrive on site.

The solution

SEAT implemented a centralised technological solution: the Remote Eye software. It has transformed the technical support process.

With Remote Eye, SEAT’s technical specialists can remotely control a dealership workshop’s computer and diagnose problems visually and accurately. The Helpdesk features in Remote Eye let them manage and track the most complex cases, with a complete record of conversations and actions.

Remote diagnosis of complex vehicle breakdowns
Remote control of the dealership workshop computer
Case management and tracking with Helpdesk
Complete record of conversations and actions

Products used

Results

Complex breakdowns are now diagnosed remotely from headquarters instead of waiting for a technician to travel. The full record of each case has significantly improved service efficiency and the overall quality of repairs in the dealership network.

1–2 months

previous wait for a specialist to arrive on site

When a specialist was needed from headquarters to assist with complex vehicle breakdowns, SEAT’s dealership workshops struggled to resolve the issues. The main challenge was diagnosing and fixing these vehicle problems remotely and efficiently. Previously, it took a long time to resolve a case, with technicians often taking one to two months to arrive on-site.

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