Across industries, TAC effectiveness is increasingly defined not just by responsiveness, but by resolution quality, data integration, governance clarity, and downstream impact on dealers and field teams.
You are not going to want to miss the next TAC virtual meetup….
Reserve your spot here now
**Not a member? Take a test drive for just $295.00
The TAC Leadership Xchange Group will once again bring together technical support leaders from Ford Motor Company, Gibson, Hyundai Motor America, Hyundai Canada, Kia Motors America, Winnebago Industries and Toyota Motor North America with the group’s continued benchmarking focus on how Technical Assistance Centers (TACs) are structured, governed, measured, and evolving in today’s hybrid support environment.
May 14th Planned Benchmarking Topics
- Technician certification requirements for TAC access
- Integration and use of scan tool and diagnostic data
- TAC’s role in dealer diagnostics and workstations
- TAC involvement in OEM Prior Approval decisions
- Measuring TAC issue resolution rates
- Preparing a roll-out survey for the third meetup: Metrics, KPIs, and Performance Benchmarks
The Big Milestone: Launch of the TAC Metrics Framework
A key outcome of this meeting will be the introduction of the TAC Metrics Framework, designed as a structured benchmarking foundation for the group.
The framework organizes performance measurement into three categories:
- Efficiency Metrics (Phone & Digital Cases)
- Business Metrics
- Satisfaction Metrics
By standardizing definitions across these areas, the framework enables cross-OEM comparison of TAC performance while balancing operational productivity with quality of resolution. It supports meaningful benchmarking conversations around throughput, case handling, escalation patterns, digital performance, resolution effectiveness, and stakeholder experience.
The goal is not simply to measure activity—but to align on metrics that reflect how TAC decisions impact dealer support, repair validation, and overall service effectiveness.
Member-Led Value in Action
The group continues to reflect the core strengths of MAPconnected Xchange forums: approved participation, candid discussion, structured facilitation, and peer-driven agendas focused on practical outcomes. No testimonial better captures the value of these conversations than Jeff Ellis of Hyundai, who shared his perspective on the TAC Leadership Xchange experience and the impact of benchmarking within a trusted peer environment.
As highlighted in February’s session recap, technical support is increasingly becoming an operations discipline. Read blog here
Looking Ahead… Not Too Late To Jump In!
The next step for the group will include continued refinement of the TAC Metrics Framework and preparation of a survey to guide the third meetup, focused specifically on Metrics, KPIs, and Performance Benchmarks.
Reserve your spot here now for May 14th 3-4:15pm ET
