Mazda Puts Service Manuals into Overdrive

Mazda of North America, Irvine, CA, working with Enigma (www.enigma.com), Burlington, MA, and IBM Global Services (www.ibm.com), Armonk, NY, has launched the Electronic Service Information intranet, said to be a first-of-its-kind site in the automotive industry.

Mazda wanted to improve customer service by helping its service mechanics perform maintenance and repair tasks more accurately and efficiently with the help of searchable online electronic service manuals.

According to Enigma, the deployment has been successful. The success rate of first-time repairs has risen 14 percent in the past year. Service technicians are able to find information 25 percent to 30 percent faster, and revised repair procedures can now be distributed in hours instead of days.

Mazda is now also in compliance with EPA regulations that require passenger vehicle manufacturers to make emissions-related service and training information available via the Internet.

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