Aftersales has long been the bread and butter for both independent and franchised repair outlets. How do you make sure that you're always improving the experience for your customers?
Topics: retention, customer experience, technology, dealerships, customer satisfaction, interaction, digital, Aftersales, Customerlounge, automotive, consumers, dealer, service, digitisation, retail, new car
Sounds simple right? Your digital services should work together with your physical workshop or forecourt. So how come customers are left having to explain themselves several times...
Digital has fundamentally changed how we buy and maintain our cars. From researching the next vehicle to comparing prices, booking test drives and servicing online. The list is pretty endless...and yet digital continues to transform our customer experience.
Research has found that a third of all data held by franchised dealers is either inaccurate or incomplete , which means they will struggle to maximise MOT and service work.
Following the introduction of new, stricter MOT tests, increasing numbers of vehicles have failed with 10 million vehicles having not met the new criteria since its introduction a year ago.
EVHC or electronic vehicle health check is a well-known workshop tool for identifying work required on a vehicle and is widely used in the franchised sector. But latest figures show thousands of pounds of work is being overlooked because workshops are not using the check at every possibility.
We take a look at how the automotive repair market should consider applying lessons from digital retailers to enhance the service they provide to motorists.
In part 2 of our focus on advanced driver assistance systems (ADAS) we take a closer look at the need for technicians to receive training so repairers can maximise the opportunity of supporting such features in their workshops.
Part I of our focus on advanced driver assistance systems (ADAS) explores the size of the market and the proliferation of such features on today’s vehicles.