The Channel Routing project was all about driving customers to the correct solution to their problem. Sometimes Retailers are best placed to help a customer with their question, sometimes it is Volkswagen centrally, sometimes there are resources on the website which can help. By helping users to self select their situation, we can minimize their frustration by ensuring that they are given the most appropriate channels to answer their questions the first time. We naturally have an option to see all our contact options as not everyone wants to go through the selection steps.
