Tire Manufacturer
Tire manufacturer successfully managed website hits that grew to 250 times greater than normal during largest recall in company history.

Situation: A leading tire manufacturer found itself in the unfortunate position of having the largest recall in their company history. None of the company’s consumer communication media vehicles were sufficient to handle the unplanned increased volume of calls and inquiries. The client quickly needed a way to successfully manage the significantly increased number of inquiries to reduce consumer anxiety.

Solution: A thorough technology investigation was conducted to help determine which solution would deliver the greatest capacity of the web servers. Profiling software was utilized to determine capacity. A web farm was developed to manage the multiple servers needed. BCG considered several possible alternatives, and with the help of Microsoft® SQL Server, designed a system that would accommodate the massive number of requests from frustrated and worried consumers.

Results:

• The web server capacity was significantly increased to manage volume that was 250 times greater than normal
• Consumers could quickly determine if their tires were defective; the process they should follow if needed, and the store location where they could get a replacement
• Consumer frustration and anxiety was significantly reduced
• Consumer confidence in the manufacturer was restored

Services Delivered:

• Technology Investigation and Implementation
• Hardware and Software System Integration
• Software Systems Design, Development and Integration
• Project and Portfolio Management
• Business Process Performance and Execution