Car dealerships have for years used key drop-off for after-hours customers, but automation is now playing a bigger role.
Visiting dealerships and workshops, you're likely to see the holes in the wall as key dropoffs are replaced by self-service machines. Should you stop in at one of these dealerships, chances are greater than ever that you can use a touchscreen on the check-in and key drop-off or grab your mobile phone for other booking details.
Provide self-service options
Today we see an increase in automated service visits for several reasons. People are becoming accustomed to the options technology creates. Now you can book appointments and choose additional services online and choose vehicle handover planning options, all services will be handled online, on the phone or on the touch screen on a self-service machine.
The two main tasks a self-service customer journey does are handling workshop check-in visits and taking invoice payments on checkouts.
The software platform managing the machines could interact directly with the dealer management system, DMS, and vehicle handover and payment can be made in live time.
Expand the operational capacity
The combined customer journeys can easily distribute rental car keys and can access additional services like ID and driver's license checks and payment card reservations.
In addition to providing customers 24/7 access, smart technology can serve as customer support portals, offering FAQ guides or, for a more personal touch, voice-over IP and video teleconferencing. If people have questions, with a click they could be connected to a call centre that can help them out.
Improve the upselling options
Smart mobile first check-ins and terminal screens could also serve as a upsell tool, offering virtual tours of records for the vehicle's condition and documenting all the necessary work to be done.
ID check, e-signature and payment
Self-service machines can operate outdoors or indoors, depending on the security needs. Both ID checks and document signing could be done instant by smartphone connectivity, including invoice payment on the go.
Today automated check-in technology has become more cost-efficient. Technology, including high security and video surveillance systems, is the new normal. People are becoming accustomed to the options technology creates.
Integrating self-service software with management and security software is easy to adapt using application programming interface integration, the so-called open API. Integrated functions include upselling options, ID, e-signature, billing, security, branding, sales and marketing.
Communicate electronically
Both customers and aftermarket departments benefit equally from the new seamlessly integrated services. They communicate with each other in a single ecosystem. All information is available in real-time, and communication is possible quickly and easily via a central Sharebox portal.
The technology trends are already shaking up the new-car market, and we see disruption in the aftermarket including automation of workshop visits.
For us, in Sharebox we welcome the high interest and leverage our experience to help. Car dealership aftermarket departments and workshops now have the tools to transform their aftersales services setup and integrate them seamlessly into the existing ecosystem.
Learn best practices used by car dealers to instantly handle common customer check in for service whenever they want.
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