Most car dealerships are busy. They have a lot of customers to serve, navigating old-school logistics and staff-intensive procedures. Also, most service visits default to having me contact them by phone, e-mail, or an online request form. Then we must go through the process of picking up keys for a loaner within limited opening hours, resort to stress, involve our whole family for shuttle transport, and eventually wait in line for our turn. Far from optimal.
Today I will tell you why I love super easy workshop visits. They are a breath of fresh air in my busy schedule. Genuine online service booking has become more popular as car dealers and workshops go digital with online check-in and service stations. This is truly the X-factor to boost customer satisfaction and build revenue.
Kjetil Faye Lund, CMO, Sharebox
Let´s explore the roadmap for automotive retail and aftermarket workshop visits to meet that challenge while protecting your after-sales revenues for years.
More satisfied employees & customers
Increased competitiveness
Efficiency: The new technology streamlines processes, enabling automotive aftersales to serve more customers in less time. Digital transformation can lead to increased revenue streams and improved customer satisfaction.
24/7 Availability: Self-service kiosks and smartphones can operate around the clock, allowing customers to interact at their convenience, even outside regular business hours.
Reduced Labour Costs: Automotive businesses can reduce labour expenses by automating tasks that would otherwise require staff. This is particularly valuable in aftermarket service and workshop operations.
Improved Order Accuracy: Digital workflows reduce the potential for human error, leading to more accurate orders, logistics and transactions.
Data Collection: Smartphones and self-service kiosks can collect valuable data on customer preferences and behaviours, which can be used for targeted and personal information to each customer on top of improving product and service offerings.
Customization: Smartphone frontend applications and self-service kiosks can be tailored to specific automotive workflow needs and branded to match a company’s image or present a multibrand philosophy.
Queue Management: Smartphones in combination with 24/7 kiosks can help manage queues by diverting routine transactions away from human staff, reducing congestion.
Language and Accessibility: Communication can be designed to support multiple languages and accommodate people with disabilities, making services more inclusive.
Cost Savings: Today, self-service kiosks connected to smartphone customer journeys can lead to significant cost savings, particularly in industries like automotive and car rentals.
Customization: The new digital solutions offer highly customizable journeys to meet the unique needs of modern automotive customers. This is of significant value today and even more in the future.
Scalability: Digital workflows are directly scalable, meaning the self-service functionality can grow with an automotive’s digital transformation without significant disruptions or cost increases.
Integration: The ability to seamlessly integrate with other software and systems that modern automotive businesses are already using is a crucial value.
Data Security: A robust data security program in compliance with industry regulations, is especially important for automotive retailers handling sensitive customer data.
Cost-Effectiveness: External plug-and-play digital solutions with open APIs are a cost-effective alternative to traditional DMS in-house development or customizations. The new solutions are often subscription-based, and no need for in-house IT infrastructure.
Support and Training: Offering comprehensive customer support, onboarding assistance, and training programs is a significant value, ensuring that service advisors, mechanics and management can make the most of the digital transformation.
Continuous Updates: Suppliers of the new solutions often provide regular updates (releases) and improvements to the software platform, keeping it up-to-date and competitive.
Thank you and have a nice day.
Sharebox enables modern automotive retailers and workshops to transform digitally and allows customers to be self-served on service and maintenance visits.
