Bassadone Auto Italia chose Deepser to quickly replace its previous support system and ensure continuity in managing requests from the Mitsubishi dealer network. In about a week, the company launched an intuitive portal, later customized to meet the different needs of its Warehouse and Technical/Warranty departments.
The challenge
Bassadone Auto Italia supports the Italian network of Mitsubishi dealers in managing requests related to the warehouse, technical matters, and warranties.
Before introducing a dedicated system, support was handled mainly by email and phone. This approach made it hard to quickly retrieve information and reconstruct the history of requests. A question about a chassis or a spare part, for example, might have already been addressed a few weeks earlier, but finding it among the emails took time.
The company was already using a ticketing platform inherited from the previous organization. As the contract neared its expiration, however, it was not possible to reach a renewal agreement in line with the new needs, and the search for another solution began.
The replacement had to happen very quickly. Bassadone Auto Italia needed to activate the new service within about a week, without interrupting the support provided to dealers. It was also important to distinguish between the needs of the two departments involved. The Warehouse and the Technical/Warranty area require different information and needed interfaces suited to their respective activities.
The solution
Bassadone Auto Italia found Deepser through an online search. The choice was guided above all by the clarity with which costs were presented from the very first conversation. In a market where it is not always easy to understand the overall investment upfront, the transparency of the proposal was a decisive factor. Knowing the costs from the start, without unclear conditions or expenses communicated only later, allowed the company to make its decision with greater confidence.
This first impression was reinforced by the simplicity of the platform and the Deepser team’s willingness to adapt the project to the company’s operational needs.
Given the tight timeline, the project started with the features needed to immediately ensure request management. Deepser was configured and made operational in about a week. Afterwards, the platform was refined based on the needs that emerged during use. The pages dedicated to the Warehouse and the Technical/Warranty area were customized, defining for each the data that dealers must enter when opening a ticket. This way, users can provide the necessary information from the outset, reducing follow-up requests and speeding up the handling of tasks.
Deepser also made internal collaboration easier. Through tags and communications not visible to the end user, colleagues can discuss directly within the ticket and identify the best solution together. Registering dealers and creating new users also proved simple. After receiving clear instructions, dealers were able to start using the portal without particular difficulty. During implementation and in the following phases, the Deepser team supported the company in configuring the requested changes, progressively adapting the system to the different ways of working.
I would recommend Deepser for the simplicity of the platform and, above all, for the honesty shown in the relationship with the customer. From the very first meeting, we had the feeling of dealing with a transparent company, with a way of working that inspires trust. That is exactly what makes it possible to recommend Deepser without reservations, knowing that other customers will receive the same attention. On top of this comes the speed of the project: in about a week the system was up and running, and our network started using it without difficulty.
Massimo Abbiati, Parts supply & distribution specialist, Bassadone Auto Italia
Results and impact
Introducing Deepser allowed Bassadone Auto Italia to replace the previous system on schedule and without creating slowdowns in request management.
One of the most appreciated results concerned the network’s response. From the very start, the portal was perceived as simple and intuitive and did not generate particular support requests from dealers. For the team, the absence of complaints during the switch to the new system was a particularly significant result. Dealers were able to register, open tickets, and use the portal by following the instructions they received.
The customization of the interfaces also improved the collection of information. Each department can receive the data it actually needs to handle a request, reducing follow-up steps and making daily work faster.
Collaboration between colleagues also became more immediate, since internal communications stay linked to the ticket and separate from the updates intended for dealers.
About Bassadone Auto Italia
Bassadone Auto Italia is the company that manages the distribution of Mitsubishi Motors in the Italian market. It coordinates the activities dedicated to the national dealer network and provides support in managing requests related to spare parts, technical assistance, and warranties.
