AI-Powered Dealer Portals

My name is Jasmin Boudreau. I'm a business lead in the consumer service group, also known as after sales. And I'm in charge of all our systems and platform our dealers are using to interact with us and the same system our agents are using in a database. BRP is the manufacturing company of Powerport vehicle. We are known for three words. It's about passion, innovation, and speed. So we are the brand behind Ski Doo. The See Doo Watercraft product, the Can-Am off rods vehicles, the Can-Am Spider three wheel on road unit, We are the owner and brand behind the Evinrude Outboard engines. We are known in Europe with the Linx division, which is a snow, a snow mobile aspect and also the rotax engines. So anything they need to help take care of the customer. So in the service department, technical request to fix or, upgrade units and to maintenance, parts needed to fix a vehicle or to make the right experience much better for our consumers. The warranty question, obviously, we take care of the cons customer needs and policies and procedures. And the parts department as well of everything that goes behind ordering the part to putting it in the hands of the technicians are type of a request that derives hours and days on in the complete data network. So the primary solution for our dealer portal is powered by Salesforce.com. Salesforce is also behind the knowledge base. And our case management solution that dealers are using is using, sorry, to interact with us. We also have a vendor that is called lithium for a B2B community on so part of the suite, suite of solution for self-service. Two great partners, state of the art, cloud based, and it's really easy to work with and deploy. And now, we've had another best in class solution with Coveo, that is really the brain behind the search engine and also the capacity for us internally to provide the right information at the right time from a dealer's perspective. We've been live since, for the past five months. We had actually two releases. The first one, we started with replacing the search tool in our knowledge center, our knowledge base, our primary dealer portal solution. We took the time to validate if things were working well, And, two months ago, we deployed case management solution. So, the complete suit for dealer interaction is now complete and, and, alive and well. The analytics also gives us a better understanding on the way the dealer network is working on a day to day basis because of the product we carry, seasons, and type of usage, we're also able to adjust the way we're gonna create material to be proactive before dealers might have question. Because what goes on in Asia Pacific on a See Doo product could impact a dealer in Quebec or Texas four months later, so that analytics also gives us that visibility that is complex for an OEM like us. We now deployed the two months ago, the case management portion of it, which is providing, suggested articles to dealer and now dealers are finding the same information pulling from the knowledge or lithium that is in the knowledge base. So what we can see now with Coveo is they come in, they search, they find, they go out, and everyone's happy.