ESPACE H

Espace H elevates its customer experience through self-service

February 2026

About Espace H

Founded more than 35 years ago in Haguenau, in the Bas-Rhin region in France, the Espace H automotive group is built on strong local roots, a family spirit and a commitment to sustainable mobility.

Representing the BMW, MINI and Mazda brands, Espace H offers, across its dealerships in Strasbourg, Haguenau and Obernai, an experience grounded in innovation, service excellence and personalised customer care.

The challenge: extending opening hours without increasing pressure on staff

Faced with customer demand for greater flexibility, Espace H wanted to extend its availability without putting additional pressure on dealership teams.

In Strasbourg, since the sales department operated longer hours than the aftersales department, the dealership wanted to be able to manage vehicle drop-offs and collections outside of the workshop’s regular hours, as well as on Saturdays, when only the sales department remained open.

Strengthening autonomy and flexibility through self-service

In August 2025, the BMW Strasbourg, BMW Obernai and Mazda Strasbourg sites deployed Tjekvk’s self-service solutions, enabling customers to prepare their dealership visit and drop off and collect their vehicle autonomously, including outside traditional opening hours.

The BMW Obernai and Mazda Strasbourg dealerships were equipped with Tjekvik’s Home Check-in, while BMW Strasbourg also had a Tjekvik Indoor kiosk installed. For David Hoffmann, Aftersales Director at Espace H, the motivations were clear:

“The sales department is open longer at our Strasbourg site, and this allowed us to install a Tjekvik kiosk there so we could welcome customers outside of our aftersales opening hours,” he explains.

Measurable results

Self-service quickly proved its effectiveness within the dealership. Tjekvik’s Home Check-in, in particular, made it possible to present customers with additional products and services in advance, before they even arrived on site.

In just six months, 50% of customers (3,920 customers) used the functionality to conveniently check in from home. The dealership recorded 225 requests for additional parts and 300 approved work authorisations via self-service.

Espace H also generated a projected €15,000 in additional revenue from positive responses to questions proposing services such as air conditioning checks and recharges, as well as wheel alignment checks and adjustments.

At the Strasbourg site, the reception team uses the Iindoor kiosk daily to manage drop-offs and prevent queues. It allows them to take care of customers even when they arrive late for their appointment, ensuring their satisfaction and eliminating the frustration of waiting.

Projected added revenue

€ 0

Checked in from home

0 %

Approved work authorisations

A pilot project built together with the teams

To understand how the Tjekvik solution worked and assess its viability, Espace H opted for a small-scale launch.

The choice of the Strasbourg site was a strategic decision. “The idea was to test the product at our Strasbourg site, where we have the highest footfall and therefore can get the most feedback,” explains David Hoffmann.

This initial rollout was welcomed positively by both customers and staff, and the dealership plans to equip additional sites, including Haguenau, with Tjekvik’s self-service kiosks.

The success of self-service at Espace H is due, in part, to the fact that the solution was implemented collaboratively rather than being imposed. The teams were involved from the outset and were able to discover the solution and how it worked ahead of the launch, which made it easier for them to embrace it.

According to David, “this kind of project should never be imposed.” He adds, “It’s a project we built together with the service advisers and the site managers.”

Today, the Indoor kiosk has become a fully integrated part of the Espace H team in Strasbourg.

For example, if an adviser is absent, their customers scheduled for that day are handled directly through the kiosk, with no disruption or additional workload for other team members.

The Tjekvik Indoor kiosk helps maintain a smooth service flow, reassuring both customers and staff.

A smooth, frictionless integration

One of Tjekvik’s key strengths has been its natural integration into the dealership’s existing processes.

From an operational standpoint, the setup went smoothly from contract signing through to delivery and installation of the kiosk, without any disruption to daily operations.

The integration with the BMW system was also very straightforward: appointments are automatically transferred into the DMS from Soft-Nrg via API connection.

This represents a genuine time-saving and practical advantage for the dealership, which does not need to add additional software to manage the connection with BMW.

Happier customers, a positive commercial impact

Self-service has brought multiple benefits, the most significant being increased customer satisfaction, driven primarily by the elimination of queues and time saved during drop-off and pick-up.

Customers now also benefit from genuine flexibility, being able to drop off their key independently if they arrive late and collect their vehicle later in the day or on Saturdays. Customers who use the kiosk for both drop-off and collection reported being satisfied with the process.

With the online payment option, the customer journey has been further simplified, delivering a more digital and modern experience.

Beyond customer experience, self-service also helps generate new commercial opportunities.

The only change the dealership made to their process was to allow customers to request a vehicle valuation during self-service drop-off.

All leads are then passed to the Call Centre, which contacts customers to assess their needs and direct them to a sales adviser.

This approach is particularly effective, especially when sales advisers are not immediately available. In just six months, it enabled the dealership to generate 261 vehicle valuation requests.

A wholehearted recommendation

"It is an excellent tool, both in terms of the product and the support. It's rare to say this, but since we've had the kiosk, there has never been a fault or a technical issue."