What makes a great tech line call feel effortless? At a recent MAPconnected TAC benchmarking roundtable, leaders from Ford, Hyundai, Kia, Toyota, and others examined how hybrid support models, integrated diagnostics, and stronger metrics are reshaping technical assistance centers across industries.
Benchmarking the Future of Technical Support
A great tech line call can feel like magic—right person, right info, right fix. But behind that “magic” is a complex mix of people, process, tools, and data.
At a recent MAPconnected TAC benchmarking roundtable, leaders from automotive, RV, powersports, and even the guitar world compared notes. Different products. Same pressure: solve problems faster, reduce back-and-forth, and make technical support sustainable.
Ford shared lessons from relaunching its hotline, onboarding a considerable amount of new members and restructuring support so Field Service Engineers could get back into dealerships instead of living in inboxes.
CSAT is trending very strong, but the group quickly pushed past satisfaction scores to what really matters—response rates, clean case closure, and verified repairs. Because without intentional design, “last mile” documentation always breaks down.
Hybrid Support Is the New Reality
Hybrid support dominated the conversation. Some teams like Hyundai are moving toward digital. Others are turning phones back on. Everyone agrees: hybrid isn’t a strategy—it’s reality.
Kia described managing a considerable amount of claims while balancing staffing constraints and service levels. The takeaway? Tier your model. Protect specialists. Route smarter. Guide dealers to the right channel at the right time.
Outside automotive, the themes were remarkably similar. Gibson and Winnebago echoed the same challenges: ownership confusion, incomplete data, and the constant tension between speed and accuracy.
Whether it’s a vehicle, RV, or guitar, integrated diagnostics and clean intake matter.
Systems, Data, and Diagnostics
The group also tackled build vs. buy system decisions, CRM complexity, and the growing need for scan tool data to flow directly into cases.
Everyone agreed: integrated diagnostics is the difference between guessing and knowing.
No one left with a “perfect” model.
But the group aligned on something important: technical support is no longer just a help desk function. It’s an operations discipline.
The teams that succeed will combine strong people, smart systems, and the right metrics to make hybrid support work.
Measuring What Actually Matters
We closed with what makes benchmarking real—aligning on meaningful KPIs. Something the group will tackle in the next meetup session on May 14.
Not just answer time, but response time, reopen rates, case completeness, first-time fix indicators, CSAT, and Customer Effort Score.
Because sometimes the issue isn’t the answer—it’s how hard it was to get it.
Interested in learning more about membership? This Xchange Group includes TAC leaders from:
- Ford Motor Company
- Hyundai Motor America
- Hyundai Canada
- Kia America
- Toyota Motor North America
Next Meetup
TAC Strategy & Technology Enablement
May 14 | 3:00–4:15 PM ET
Discussion topics include:
- Technician certification requirements for TAC access
- Integration and use of scan tool / diagnostic data
- TAC’s role in dealer diagnostics and workstations
- TAC involvement in OEM prior approval decisions
- Measuring TAC issue resolution rates
A pre-session survey will explore metrics, KPIs, and performance benchmarks ahead of the discussion.
Learn more about the benefits of a MAPconnected membership.
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