PORSCHE INTER AUTO POLAND
Case Study: Intelligent Aftersales Services
March 20, 2025
Happier customers, a less pressured team, increased upselling – all of it is enabled by Tjekvik’s self-service kiosks, according to Dominik Fijałkowski and Ewelina Grabowska from Porsche Inter Auto Poland, a multi-brand dealership group where intelligent self-service technology has been in use for nearly a year.
Initially, during the pandemic, the dealership opted to implement simple key lockers, which served their purpose, but offered little beyond simplifying the process of vehicle drop-off and collection from the service center – a quite limited process.
In mid-2024, Porsche Inter Auto opted for more advanced technology – self-service kiosks from Tjekvik, which functioned as modern key lockers while also enabling, among others, extensive upselling of products and services.
“For us, this was a breakthrough, because it meant we now had a solution that, with approval from the manufacturer, fully integrated with our systems and clearly improved the entire service process of dropping off and picking up a vehicle,” says Dominik Fijałkowski, Regional Director of Porsche Inter Auto Polska – a Polish group representing brands such as Audi, Porsche, Škoda, Volkswagen, Bentley and Lamborghini.
At the same time, the dealership emphasizes that they received strong support from the provider during every stage of the implementation, starting with the conversations with the importer.
“The support was and it still is there. It included the actual implementation of the solution and training in both operations and sales, and Tjekvik continues to advise and assist us whenever we need it,” adds Fijałkowski.
A kiosk at every location
The automation and self-service solutions proved so successful that they were implemented in all Porsche Inter Auto branches in Poznań, Warsaw, Katowice, Rybnik, Tychy, Sosnowiec, and Kraków.
The dealership currently has a total of 21 kiosks, with one or more kiosks at each site. From the very beginning, the dealership’s goal has been to meet customer expectations and provide a more convenient experience.
Dominik Fijałkowski: “The self-service process turned out to be simple and enjoyable, allowing service center visitors to save time during their visit. Meanwhile, our employees gained extra hours to focus on other tasks,” he explains.
How does it work?
The day before the scheduled service appointment, the customer receives an SMS or an email which allows them to complete their check-in online. As part of this process, they can choose to leave their keys in the key locker and add details to their work order. Importantly, they can choose from customized additional services and products offered by the dealership (such as topping up fluids, replacing wiper blades, or a thorough car wash).
On the day of the appointment, the customer can leave their keys in one of the lockers by identifying themselves using their license plate number, phone number, or reservation code, and signing an automatically generated service order.
Once the service is completed, they receive a notification that the vehicle is ready for pick-up.
Upselling and more
So, what do customers choose most often when they opt for upselling or a personalized offer at the kiosk?
At the Audi showroom in Poznań Franowo, the most popular services are wiper blade replacements and air conditioning disinfections, which currently account for 60% and, respectively, 34% of all services sold via Tjekvik kiosks.
Customers can also choose, among other things, a free wheel alignment service, which allows for later upselling. This is important because a service advisor doesn’t always remember to ask the customer if they would be interested in additional services.
The solution also allows customers to book a test drive with new models — all they need to do is select the option and relevant information is immediately sent to our Business Development Center, which contacts the customer to schedule the test drive.
Ewelina Grabowska: “We can see in real-time what is happening at each kiosk. This allows our branches to continuously improve their results by adjusting offers to selected models or seasonal promotions.”
The kiosks also provide the advantage that customers can drop off or pick up their vehicle even after the service center has closed. “If the gate is closed or the barrier is down, the driver can call the intercom and leave the car in the designated area (possibly switching to a replacement vehicle), or pick it up from the designated point.”
This process is facilitated by an external controller who grants customers access to the premises, explains Dominik Fijałkowski. Interestingly, Tjekvik’s capabilities are flexible enough that if the dealer decided to implement QR codes, it would be possible for the driver to receive a QR code at the end of the check-in process which would open the entrance gate or barrier.
At Porsche Inter Auto locations that are open at all times, it’s even easier, as the key lockers are usually placed in the vestibules of the building (and there are also services where the dealer uses separate external devices).
The kiosks prove to be especially useful for high-volume brands, such as in the case of many fleet customers. “It’s well known that an employee of a company is unlikely to make decisions about upselling, but they are keen on dropping off or picking up their car as quickly as possible. That’s why the kiosks work perfectly in this case,” assures a representative of Porsche Inter Auto.
Dominik Fijałkowski also points out the benefit of better time management. “Thanks to the kiosk, the customer can interact with the dealership in their own schedule,” he points out. “We’ve had cases where a driver arrives at the dealership on time but still has to wait because the staff is still assisting another customer – thanks to the kiosk, they can simply leave their keys in the locker themselves.”
The kiosks are very intuitive and easy to use, but if a customer visiting the service center encounters any issues (particularly if they are using the kiosk for the first time), the well-trained reception staff can quickly assist.
A worthwhile investment
It all sounds good, but how much does the smart self-service technology cost the dealer? The dealership pays for the kiosk rental once every six months. “The first payment, of course, included implementation and training costs, but it wasn’t a significant burden for us. Even locations that, due to the nature of their clientele, have lower upselling results, were able to break even in the first so-called start-up month,” says Ewelina Grabowska.
What’s important is that each dealer location has different needs and preferences when it comes to upselling, but here too, the provider helped address these needs. “We cannot say that the solution works the same at every service center. Tjekvik provides great support to ensure that the kiosk setup is tailored to the needs of each brand,” says Dominik Fijałkowski. It is even possible for the kiosk to present the customer with an offer tailored to their specific car model.
Tjekvik’s technology allows for complete and easy monitoring of how upselling evolves at each location. Each manager has their own dashboard where they can see, among other things, what is selling and what is not.
The regional director, on the other hand, oversees the upselling results across all the branches under their supervision. “We look at it, analyze it, and if necessary, with the constant support from Tjekvik, we implement further improvements and adjustments,” summarizes Ewelina Grabowska. The dealership is fully invested in this optimization because customers consistently praise the convenience offered by the self-service kiosks.