It comes as no surprise that customers expect a smooth service in automotive dealerships. However, these expectations have evolved; modern customers expect clarity, convenience and control. They want transparency at every step, direct and reliable communication, and the option to engage digitally whenever possible.
Recent research confirms this shift. A German study highlights how digitalisation fragments the traditional linear customer journey into multiple online and offline touchpoints, creating what’s being called a “phygital” experience that blends self-service with personal guidance. This goes for both the sales and after-sales departments.
For dealers, this means that customers expect to drop their vehicle off quickly and without having to wait in line, see the work being done (think video), receive real-time updates, approve service quickly via clear communication channels, and ideally manage much of the process as well as payment through digital platforms. The pandemic accelerated these preferences, and they’re now firmly embedded in modern customer mindsets.
Why this matters
- Convenience through self-service: From check-in to drop-off, check-out to vehicle pickup, customers increasingly prefer digital, self-led options that save time, reduce queues, and allow them to interact on their terms.
- Trust through transparency: Video walk-arounds, cost breakdowns and real-time vehicle health updates work wonders for building customer confidence.
- Efficient, customer-friendly workflows: Digital approvals, instant communication via preferred channels (WhatsApp, SMS, email), online payments, and self-service interfaces boost both satisfaction and efficiency.
- Customer loyalty and differentiation: In a landscape where brand switching is increasing, dealers offering seamless digital experiences gain a clear edge.
How Tjekvik & CitNOW help dealers meet those expectations
At Tjekvik, we know dealers are navigating this new landscape and need digital tools that serve both teams and customers. That’s why we’ve deepened our partnership with CitNOW, integrating their video and communication capabilities directly into Tjekvik’s dashboards across Europe.
Here’s what the integration delivers:
- Video transparency: Service advisors can record and deliver CitNOW Workshop video updates, showing a vehicle’s issues and progress.
- Streamlined approvals: Customers receive eVHCs and can digitally approve repairs or parts quickly and easily.
- Unified communications: All Tjekvik notifications (home checkin, confirmation, checkout readiness) are sent over preferred channels (OEM app chat, WhatsApp, SMS, email).
The outcome for dealers and customers
For customers:
- Fast digital interactions
- Clear visibility into vehicle condition with video walk-arounds
- Updates on the channel they prefer
For aftersales teams:
- Reduced admin work and fewer platform switches
- Quicker workshop decisions and approvals
- Higher customer satisfaction scores and smoother workflows
Looking forward
Transparency, direct and digital-first communication, and “phygital” customer journeys aren’t just buzzwords; they’re fast becoming the standard. In Europe’s aftermarket, especially, where online pricing and ease of purchase matter more than ever, innovation and integration are key to staying competitive.
Through the stronger partnership between Tjekvik and CitNOW, dealers gain the tools they need to match these new expectations, serving customers in a way that’s open, efficient, and respectful of their time.
To learn more about the integration, get in touch with our Sales team.