Deluxe Bil Turns Aftersales Pressure into Opportunity

December 2025

About Deluxe Bil

The challenge: an aftersales department under pressure

At the end of 2024, the aftersales team at Deluxe Bil was increasingly under pressure. Early morning queues at 7AM and advisers having to spend extra time assisting customers with information left clients waiting and the team stretched thin.

It also made it difficult for the team to consistently capture upselling opportunities and boost revenue in the aftersales department.

In addition, the dealership noticed that customer satisfaction data was only collected from a small proportion of customers – around 5% of all vehicles serviced every month. Without consistent feedback, addressing issues early and improving the aftersales process remained challenging.

Transforming operations with self-service

To address these challenges, Deluxe Bil implemented Tjekvik’s self-service solutions: Home Check-in and one Indoor kiosk at their facility.

For CEO Daniel Kolevski, Tjekvik was an easy choice: strong presence across Europe, a proven track record with major automotive brands, and excellent references in the Nordic markets made it the go-to solution. “Why try something different when Tjekvik works from start to finish?”, he says.

The personal connection and involvement of Tjekvik’s Sweden Sales Manager, Mats Ohlsson, helped make onboarding smoother and build trust early on. The dealership started seeing results within just two weeks after implementation.

The results: seamless revenue growth

“For us, the biggest benefit has been the additional revenue. We haven’t had to put in any effort ourselves, apart from ordering the parts. Tjekvik does all the work for us.” says Daniel Kolevski.

Thanks to the Indoor kiosk, customers can also hand over or pick up their keys faster, with no waiting. Today, 50% of customers who visit Deluxe Bil for service or repair check in at home, with 22% using the kiosk to check in, and 16% using it to check out.

While some customers still choose to check in at the reception desk, the kiosk has considerably reduced stress and freed up time for staff to focus on deeper conversations.

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Upselling revenue

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Improved inventory planning

The shift from in-person upselling to upselling online, during home check-in, brought additional benefits for the dealership.

Deluxe Bil handles 8 authorised brands as well as other makes, which means they don’t keep everything in stock at their facility. By allowing customers to select products before their visit, the need for large on-site inventories has been eliminated, reducing risk and cost for the dealership.

Service advisers now have more time to focus on additional sales when customers bring their car in, making the process smoother for both employees and customers.

Leading adoption and change management

At first, service advisors were skeptical about self-service, fearing that eliminating face-to-face contact might drive customers away.

To navigate the transition, the dealership had staff assisting first-time users at the kiosk, guiding them through the check-in, and addressing any doubts. Customers quickly grew comfortable with self-service, and it has now become the standard procedure at Deluxe Bil.

Service advisers find self-service very easy to use, and the pressure on staff during drop-off and pick-up has decreased significantly.

Daniel’s leadership and digital mindset were instrumental in the successful adoption of self-service. By guiding the change from management to staff and continuously testing and adjusting processes, he made the transition smooth and transparent.

When asked about their experience, service advisers report only benefits – proof that when used to its full potential, self-service makes advisers’ work easier, not harder.

Better customer experience, proven satisfaction

When first introduced, self-service was a new concept for Deluxe Bil’s customers, and everyone did not immediately embrace it. Younger customers, between 18 and 40, adapted quickly – but others were more reluctant and felt the self-service experience was impersonal.

Staff quickly realised this and were always on hand to show customers how to use the kiosk. To increase usage, the dealership closely monitored performance and adjusted the kiosk placement accordingly – eventually placing it near the reception desk to signal that human support was always present if needed.

Today, many customers choose to check in from home, most often during the evening hours (7PM to 9PM). And those who use the kiosk once will continue to do it.

The dealership also gained a clearer view of customer satisfaction by using the kiosk to collect customer feedback after every visit. If a customer leaves a low rating, the team is immediately notified and can follow up with a call, which helps the dealership make improvements quickly and maintain high standards.

Their good results are reflected in their overwhelmingly positive NPS score, with 180 positive responses out of 226.

Future steps

Deluxe Bil sees room for self-service to expand at their dealership: they plan to implement an Outdoor kiosk, integrate an online rental car flow, and further digitalise their aftersales.

Daniel highlights that customer adoption doesn’t happen by just placing the kiosk in a room; it requires some support and guidance from the service advisers – but if customers use it once, they love it and will continue to use it. “If they like it, we need to have it”, he adds.

Asked if he would recommend Tjekvik to other dealers, Daniel says: “Absolutely! I don’t know why we didn’t introduce it sooner! I’ve already recommended it to colleagues in the network – the product is really, really good.”

“For us, the biggest benefit has been the additional revenue. We haven’t had to put in any effort ourselves, apart from ordering the parts. Tjekvik does all the work for us."