In a big move aimed at revolutionizing the service experience, Nissan has introduced LenZ, a wearable headset that enables certified Nissan technicians to establish real-time communication with the Nissan Tech Line Call Center. Gone are the days of technicians navigating online portals, initiating cases, and waiting for responses. With the LenZ system, technicians now have instant access to direct support whenever they need it. This groundbreaking solution greatly reduces your wait time as a customer, meaning you'll spend less time without your vehicle.
Ken Dickinson, the Service Manager at Balise Nissan of West Springfield, appreciates how the technology greatly improves the department's efficiency. “Technicians used to have to go online, start a case, and wait until someone saw the case and responded. Doing it that way is a big-time killer, but with LenZ, you skip all of that.”
Innovation lies at the core of Nissan's mission, especially in a world where time is an invaluable commodity. LenZ system is a perfect example as it is revolutionizing the service experience through hands-free technology. Nissan service customers can wave goodbye to the days where tech support seemed to take an eternity. Thanks to LenZ, technicians who want guidance on a challenging repair can engage directly and immediately with a highly trained Tech Line person who can also see the vehicle in real-time. This unique collaboration brings swift resolution. Not only does the customer get their car back faster, but the technician is able to move on to the next repair so that waiting time is reduced for everyone.
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The LenZ headset is a world-class innovation that brings together a camera, an adjustable display, and a speaker system equipped with four microphones. This cutting-edge device gives the Nissan Tech Line direct access to a real-time visual feed from the technician's perspective. Through this advanced tool, Nissan Tech Line support can now help technicians pinpoint and address specific areas for improved efficiency and precision.
The seamless integration of live communication eliminates time-consuming back-and-forth discussion during the troubleshooting process. Instead, dealer technicians and Tech Line support collaborate seamlessly, resolving repair issues together within minutes.
Initially launched as a pilot program at 25 Nissan dealerships in 2022, the LenZ technology has since become available to every Nissan dealer across the United States. Balise Nissan of West Springfield recognized the immense value of this innovation and began the process of onboarding it to enhance our service offerings as soon as it was available to us. We're excited about what LenZ will do to minimize repair downtime and get our customers get back on the road faster than ever.
As the person overseeing the service department, Ken Dickinson is most enthusiastic about this helpful new tool. “Wherever the tech looks, the tech from Nissan online can see it,” he said. “It is very specific and transparent. It cuts out a lot of head scratching.”
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