The first half of 2024 has witnessed a remarkable surge in the adoption of digital self-service solutions within the automotive aftersales industry. As consumers increasingly seek convenience and efficiency, these technologies have become pivotal in transforming the customer experience. A closer look at the data reveals significant trends and financial benefits that are reshaping how motorists interact with dealer aftersales departments.
Significant Increase in Digital Interactions
The adoption of digital self-service has skyrocketed in the first half of 2024, with nearly two million interactions recorded globally through Tjekvik technology. This figure represents a substantial rise, with an additional 93,000 interactions per month compared to the same period last year. In the UK, the trend is even more pronounced, with 55% of customers opting to check in their vehicles from home, avoiding the queues at dealerships. Interestingly, 26% of these customers continue their digital journey by using in-showroom check-in solutions, further highlighting the growing preference for digital over traditional service methods.
This shift towards self-service is not just a matter of convenience; it is also enabling dealerships to manage peak times more effectively, reducing wait times and improving overall customer satisfaction. Tjekvik is on track to surpass four million self-service transactions globally by the end of 2024, demonstrating the widespread acceptance and success of these digital solutions.
Boost in Revenue Through Self-Service Upselling
Beyond enhancing customer convenience, digital self-service technologies are proving to be a powerful tool for driving sales of value-added products and services. The first half of 2024 saw customers purchase over 141,000 value-added items through Tjekvik platforms, generating more than £7 million in additional revenue for dealerships. This translates to nearly £1.1 million per month, a significant year-on-year increase.
One of the key factors contributing to this revenue boost is the increase in average spend per visit, which has risen from £35 last year to £50 in 2024. Customers are now more comfortable reviewing and purchasing items such as season-specific tyres, premium lubricants, and service plans in a digital environment, away from the pressure of the service reception.
Tjekvik’s solutions also enhance lead generation and retention efforts, with nearly 60,000 vehicle valuation requests and a significant increase in service plan enquiries. These figures underscore the effectiveness of digital self-service in not only improving the customer experience but also in driving substantial financial gains for dealerships.
In summary, the rapid growth of digital self-service in the automotive aftersales sector during the first half of 2024 marks a significant shift towards more efficient, customer-centric practices. With the continued adoption of these technologies, dealerships are well-positioned to enhance customer satisfaction while boosting revenue through strategic upselling. As Tjekvik’s CEO Christian Mark highlights, the future of automotive aftersales is increasingly digital, offering faster, more convenient, and more personalised experiences for customers around the world.
