Sharebox Blog

The best way to secure a digital customer journey - part 2

02-Mar-2021 10:24:26 / by Kjetil Faye Lund

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Service Stations have become common enough, particularly powered by eCommerce and mobile first solutions, are making people comfortable using them. The industries that have started using service stations have seen customer experience improve in fundamental ways.


 

We will over the next months publish a series of blog posts in relation to digital customer journeys with focus on online booking of service appointments, key drop of and checkout with invoice payment.

Digital contact: Due to Covid-19, we are only open for video-meetings. Feel free to reach out for a chat.

 

The industries that have started using service stations have seen customer experience improve in fundamental ways.

Typically, online booking and service stations:

  • Speed up processes with digital conversion and online booking.
  • Increase internal processes, helping your employees get more done and focus on profit-producing activities.
  • Empower your customers to be in control, putting them in front of several choices for their own experience.
  • Allow customers to complete a check-in with minimum contact with employees and other customers.

 

So, why have not service stations made a big impact for car dealers and workshops?

1. They have not been available and many have not been exposed to the possibilities service stations bring in terms of process improvements and revenue potential.

2. New technology can be be costly, educating both employees and customers before you can see the benefits and ROI.

3. Concerned about human element from dealership and front desk interaction, the unique connection that keeps customers coming back.

Bottom line is that service stations shape customer service and interactions for the better. They make customers happier and more satisfied and allow employees to be more connected with the customers in digital channels.

 

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Download the free eBook: Self-Serviced Service Station


Upselling
Interaction with a service station after an online booking is where the magic happens. Customers should be presented with recommended extra purchases.

By just clicking OK on automated text messages and weblinks, customers can easy have additional services offered to them.

Targeted and customized messages to the individual and presented in the form of a one-click mobile first recommendation? This is the future of selling with digital conversions with mobile first service stations. Your business can improve the upsell rate from customers self-selecting an upsell upon check-in and checkout.

Convenience
Is there anything people loves more than convenience? By putting customers in the driver’s seat with a self-service service station, you enable the entire service process to flow more smoothly without any black holes.

Service stations allow for 24/7 access for drop of and pickup keys including invoice payment, with everything tracked in the dealership’s software to ensure safety and security standards are maintained.

Digital conversion, mobile first online booking implementation will result in a greater customer journey.

Control
Customers will actively search out car dealers and workshops offering a self-led mobile first experience. Especially when having the serviced, where people feel defensive simply because the lacks of knowledge to know what maintenance their vehicle needs.

It also helps that service stations support social distancing, providing high-quality service away from other people and allowing customers to avoid in-person interactions if desired.

How to onboard car repair workshops for online booking and 24/7 service

Giving employees and managers at the car repair workshop all the tools they need to succeed with digital customer journeys is the best way to ensure to that their end customers (car owners) will adopt easily and increase the value of that investment.

  • Simple & quick process
  • Supported documents
  • An achievable task
  • Expert support
  • A need for more

Sharebox onboarding, or as we call it Sharebox user onboarding, is when we provides a car repair shop manager, or owner, with documentation, tutorials, videos, or any other kind of help when using our software and hardware for the first time.

Onboarding is one of the most important touchpoints for us. It sets up the initial impression of the software and hardware for their new digital customer journey set up. It´s all about introducing the Sharebox 24/7 Service Station to the car repair workshop employees and helps ensure they find the product useful from the start.

- We make sure to make our onboarding as simple as possible so people starting from scratch can easily follow along.

 

Simple and quick processes
Although we want to have enough learning materials so car repair workshop employees can learn all of the ins and outs of the new software and hardware, it's not needed for the onboarding. Our onboarding is simply about getting them up and running with Klarna, Vipps, MobilePay, Swish, PayPal and Mastercard. 

 

Supporting documents
Our onboarding system isn't a replacement for the full manual. Yes, it´s a big document and it would take too long. When we introduce our service to an employee, we link them to supporting assets like FAQ and videos for more information if needed. Of course, this information is easy to find outside of the onboarding process as well (FAQ, YouTube).

Focus on achievable task
We don't throw car repair workshop employees in a deep abyss. Trying something too advanced from the start is going to leave employees frustrated. We always start them off with a simple task that demonstrates the key features of our Sharebox 24/7 Service Station. Or if they use one of the integrated DMS, the key features on their MDS dashboard with the Sharebox button.

 

Support from our expert team
Some employees are going to have questions as they go through the onboarding process. And we´ve no problem providing personal support by chat, email or phone, that can get them the answer while they are still in the process.

Best practice for customized integration
We´ve realized that we can't teach all employees everything about tech with bits and bites during the onboarding process. It's an introduction, not a full master degree course.

  1. Quote accept
  2. Registration
  3. Welcome mail
  4. Video meeting
  5. Live operation

 

We always build user confidence
Confidence in using the Sharebox 24/7 Service Station is one of the key drivers of the employee's perception while using it. An employee armed with the knowledge they need to succeed will feel more confident, and therefore more positive, about our software and hardware.

If our software and hardware does everything that an employee needs it to do and they've been thoroughly trained on how to do those things efficiently, they will become more reliant on our service. People who rely on our product talks about it. You get the point.

What to do after onboarding is completed?
We've said that onboarding shouldn't teach employees everything they may want to know. Our customer success team provide additional training information to car repair workshop employees to provide them with the ability to use the service best possible. As you acknowledge, onboarding is just the start of the customer success journey for months and years to come.

Stay sharp, keep your knowledge bases updated
Because the employees doesn't finish learning after onboarding, our knowledge base is a highly dynamic tool with fresh source of new information, software updates and tutorials on how employees can get the most out of the software and use its more the advanced features with DMS and payment provider integration.

Also not to forget, we reach out if we see usage declines
A slow growth for car repair workshops adoption with online booking and 24/7 service, or drop in usage, may be the result of car repair workshop employees not getting what they need from onboarding. If we notice lag or slow adoption in usage from a car repair workshop or group of employees, we reach out to them and ask if they need help. It´s as simple as that.

 

Thank you for your time. Remember, we´re just a click away if you would like to learn more. A chat on Teams, Zoom or Whereby is easy as first step to discuss and share knowledge about synergies and customer experiences. Everything about the positives of course, but also routines needed to change on the way to go digital.

Let´s talk.

Have a great week!
Kjetil Faye Lund
CMO
Sharebox AS

 

Topics: digital access management, customer service, service station, customer journey, digital customer journey

Kjetil Faye Lund

Written by Kjetil Faye Lund

Kjetil Faye Lund is marketing manager at Sharebox, writes blogs, press releases and texts. He provides training and video conferencing for digital customer journeys and payment solutions.

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