The Challenge of Managing Aftersales
Aftersales departments are often the busiest areas in any modern dealership. Service advisor teams can handle over 50 bookings daily, with some dealerships processing even more. Efficient processing is crucial. Delays can negatively impact customer satisfaction and the dealer’s reputation.
Several factors can cause bottlenecks, with staff shortages being a major one. Autotech Recruit’s 2024 survey of 109 professionals found that 56% believe the UK skills shortage is widespread. Additionally, 70% think recruiting vehicle technicians is now one of the most challenging roles to fill.
Dealers also face shortages of service advisors trained for customer bookings and issue resolution. High staff turnover rates make these roles hard to fill due to the demanding nature of the job.
Customers missing or arriving late for appointments can disrupt schedules. Unanticipated technical issues or equipment failures add to the uncertainty.
Leveraging Technology for Efficiency
New technologies can significantly improve aftersales efficiency. For example, Tjekvik’s Home and Indoor self-service products allow customers to check their vehicles in and out securely. This can be done at home on their own device or at the dealership using touchscreen kiosks. Tjekvik Outdoor provides a seamless check-in and check-out solution 24/7.
These solutions reduce queues at dealerships, especially during peak times, and enhance the overall customer experience. They also relieve pressure on service advisors, allowing them more time for other tasks or to assist customers needing extra help. The interfaces are user-friendly and reliable, and the Tjekvik Outdoor units support out-of-hours vehicle collections securely.
During the digital check-in process, customers can review and purchase additional products and services. This pre-ordering ensures dealers have all requested products in stock before the customer arrives.
Conclusion: The Path to Improved Aftersales Operations
Running a modern dealership is challenging. However, adopting the right technological solutions can improve aftersales efficiency and service bay utilisation.
