Robust Customer Care in Australia: Driving Change with Pit Stop Knowledge Hub
Background
Ongoing operational issues, unhappy customers and compliance risks in the Australian market led to a full review of Customer Care processes.
Findings from performance reviews, NSAT surveys and buyback data showed that adding more staff wasn’t enough — a centralized system for knowledge and workflows was needed.
The Initiative
The solution was the
Pit Stop Knowledge Hub,
a SharePoint-based platform designed to address performance gaps and improve customer outcomes. This initiative consolidates tools, workflows and governance into a single accessible environment creating consistency and transparency across all levels of the Customer Care team.
The Pit Stop SharePoint environment includes:
- Centralized Knowledge Hub: A SharePoint Teams site that houses recall guidance, escalation processes, email templates, process documents, quick reference guides, and brand knowledge pages.
- Automated Workflows: Callback tracking, escalation logic, and buyback approval flows (in trial) built with SharePoint Lists and Power Automate, integrated with Teams for visibility.
- Case Management Alignment: Templates and guided scripts help ensure every case is handled consistently and in line with Australian Consumer Law (ACL) compliant. These tools are available to both Stellantis Australia team members (onshore) and our offshore partner, CDM Direct.
- Capability Development: Pit Crew soft skills modules, onboarding tools and structured QA frameworks delivered within the same environment.
- Callback Requests: Logged and tracked through SharePoint, with a 2-business-day Service Level Agreements (SLA) and automated escalation.
- Quality Assurance: QA reviews, calibration sessions and document governance embedded into Pit Stop ensure continuity and compliance.
How These Changes Improved Customer Experience
The Pit Stop and SharePoint updates have made Customer Care faster, clearer, and more reliable. Here’s what changed:
- Faster Resolutions : Average resolution time dropped from 48.5 days to 27.7 days — almost 43% faster. Automation and structured workflows removed delays caused by manual handling and offshore bottlenecks.
- Better Team Collaboration : New L2–L3 channels and open-door sessions help solve complex cases faster and give frontline teams more support.
- Clearer Communication : Standard templates and scripts make responses consistent and ACL-compliant. Callback automation ensures customers get timely updates.
- More Trust and Visibility : Customers now receive accurate information, and managers can track progress through dashboards and reports, stepping in before issues escalate.
- Positive Feedback : Offshore teams say Pit Stop helps them respond faster. Dealers report clearer expectations and customers notice more regular updates and fairer handling.
What’s Next
The next phase will make Pit Stop Knowledge Hub even better by continuing to build resources and automation to streamline workflows. A new
Complaint Handling Guide will provide clear steps for case management and escalation pathways. The current
Buyback automation trial will be reviewed to determine the Buyback approval process and associated workflows remain fast accurately tracked. A
brand-based case management model is being considered to improve product knowledge and dealer relationships.
Onboarding will be more structured, covering systems, compliance and soft skills.
The quality framework will also be expanded to ensure fair and consistent reviews.
Early warning systems will help spot potential issues before they escalate. Finally, ongoing training and coaching will continue,
with the goal of making Stellantis Australia a "digital-first" in Customer Care.
