At Espace H, a dealership representing the BMW & Mini brands in the Bas-Rhin region in Eastern France, innovation and customer satisfaction are top priorities.
In August 2025, two Espace H dealerships (in Strasbourg and Obernai) implemented Tjekvik’s self-service solutions to meet customers’ evolving expectations in terms of flexibility and autonomy.
Our director of French-speaking markets, Damien de Potter, sat down with David Hoffmann, after-sales director of the Espace H group, to understand the motivations behind their choice and the main benefits since they implemented self-service at their dealerships.
Why did you decide to implement a self-service solution at Espace H?
First, we wanted to expand our availability for aftersales customers who visit our dealerships. The sales department at our site in Strasbourg is open longer, so with the installation of the Tjekvik kiosk we can now also welcome aftersales customers outside our standard opening hours.
It also makes handling appointments easier for us, for example on Saturdays when the sale department is open but aftersales is closed.
Then, the second solution, Home Check-in, seemed interesting to us because it allowed us to get additional sales ahead of time, meaning before the customer arrives at the dealership.
Currently, two of your dealerships are equipped with Home Check-in – BMW Strasbourg and BMW Obernai. Why did you decide to install a self-service kiosk on the Strasbourg site?
I’ll be honest, it was simply to test the solution before deploying it to other sites. I wanted to understand how it worked and if the solution was viable.
Today, the feedback is largely positive, so we plan to equip our other sites with kiosks, including Haguenau.
And your advisors? How did they react at first and has their opinion changed since then?
Actually, their opinion has not changed, and for good reason – this is the kind of project that should never be forced; it is a project that we built collaboratively, together with the advisors and the site managers.
They saw the solution, they saw how it worked, so we had their support beforehand. This is why the terminal was well received afterwards.
The reception team manages drop-offs and they use the solution daily to manage queues. We always have customers who have an appointment at 8:00 but arrive at 10:00 and who still want to be taken care of as soon as possible. The kiosk allows us to ensure all customers are satisfied.
Today, the kiosk is more than a tool: it is an advisor, a member of the team.
What do you think is the main benefit of self-service?
I would say it’s not just one. It’s a little bit of everything – in particular, the added benefit of customer satisfaction, as they no longer have to queue and we help them avoid the frustration of waiting.
We also have the added value sales that we are integrating little by little. These are small gains that increase gradually, compounding over time.
And do you have any feedback as to the commercial impact?
Yes, in fact, that’s the only aspect we changed in our process: w added the option for customers to be able to request a quote for their vehicle when dropping off their car using self-service.
All the leads are sent to our call center, which contacts every customer to assess their needs, and redirect them to a sales representative. This works well because sales reps aren’t always immediately available.
What has been the impact of the kiosk on customer experience? What feedback do you receive from your customers?
The feedback is positive, especially from those who carry out the process from start to finish – meaning both drop-off and pick-up via the kiosk.
It makes life easier for them because they can drop off their car on Friday morning and pick it up on Saturday morning without any time constraints.
And with the option to pay online, customers are even more satisfied.
Would you recommend Tjekvik to other dealerships?
Yes, without hesitation. It is an excellent tool, both in terms of product and support.
It’s rare to say it, but since we’ve had the terminal, we haven’t had any issues or technical challenges. We have a tool that works 24 hours a day, without any downtime, which we really appreciate.
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To learn more about how Tjekvik can help your dealership, contact our sales team.