AI strategy and UX design lay the foundation for smarter service, higher efficiency, and international growth.

Turbo’s Hoet: AI strategy for service and growth

Turbo’s Hoet specializes in the sale, repair, and overhaul of turbochargers for cars, trucks, agricultural vehicles, and industrial applications. The company supports customers with advice and technical diagnostics and offers benefits through its loyalty program TurboPartnerPro, such as training, a knowledge base, and extended warranties. To support the growth of TurboPartnerPro, I developed an AI strategy and plan, carried out a UX analysis, and created a UX design. This laid the foundation for improved online service, greater efficiency, and a future-proof business model.

The challenge

The rapid growth of TurboPartnerPro made it necessary to make the service organization smarter and future-proof. Customer service needed relief by handling routine questions and standard diagnostics faster, so that experts could focus on more complex cases. Expertise had to be better captured and made accessible to both internal staff and mechanics. Processes required further digitalization to reduce manual work and errors and to increase efficiency. Self-service also needed to be strengthened with easy digital access to technical knowledge and diagnostics. Finally, scalability was crucial to roll out TurboPartnerPro internationally.

The solution

I developed an AI strategy and plan with three pillars.

• An AI agent autonomously handles standard questions and simple diagnostics, providing 24/7 service and allowing staff to focus on more complex issues.
• A smart knowledge base is dynamically updated with data from service conversations, giving mechanics direct access to relevant knowledge for initial diagnostics and providing stronger support for internal staff.
• Integration within the digital ecosystem ensures that the AI agent and knowledge base are seamlessly connected to the website and existing tools such as Webex and Salesforce.

In addition, I created the UX structure and design, improving the website’s usability and highlighting the unique benefits of TurboPartnerPro. This made the new functions easier to use and the added value of TurboPartnerPro clearer to customers and mechanics.

The result

The project secured buy-in from the management team and led to a concrete AI implementation roadmap. It also provided deeper customer insights, with a clear picture of improvements needed in the website and service processes. Early adjustments already improved usability and strengthened TurboPartnerPro’s position. Looking ahead, the plan delivers clear benefits: faster and better service thanks to the AI agent and knowledge base, reduced workload and errors through automation, higher customer and employee satisfaction, safeguarded technical expertise, and a solid foundation for international growth with a new business model.