A capital-city dealership in the Mercedes-Benz network since 2018
Autoreduta, a Warsaw-based authorised Mercedes-Benz service center, opened an impressive new facility in Wilanów in the middle of last year. With the launch of the modern location, the company placed a strong emphasis on digitalisation and innovative customer service.
Up until 2025, the company – which grew out of used car sales – simultaneously ran independent BMW and Porsche service centers, as well as a separate location for JLR, Audi, and Bentley.
The Mercedes-Benz business was based in the Mokotów district, at ul. Ojcowska.
An ambitious move
“For several years we had been developing a greenfield investment. The facility at ul. Karuzela, located in the Wilanów district near Warsaw’s ring road, meets the latest Mercedes-Benz standards – MAR20X – both architecturally and in terms of the customer service process. Suffice to say that our last compliance audit against the importer’s standard came in at 108%, which doesn’t happen often in the network,” says Bartosz Śledziewski, Managing Director of Autoreduta.
After the new premises opened in June of last year, the company closed its remaining branches and ceased independent workshop operations, focusing exclusively on Mercedes-Benz authorised service.
The current Autoreduta facility has 10 service bays. Beyond the workshop floor, the ground floor features a striking drive-through reception (more on how it works shortly), a comfortable waiting area, a showroom section displaying 4-5 used cars, an accessories shop, a detailing department, and a two-bay car wash.
The upper floors house offices, management suites, and a conference room. The interiors brought to life by plants with an automatic irrigation system – the owner’s own idea, positively received by the importer’s headquarters. The whole operation spans 2,500 m² under a single roof.
Autoreduta currently employs around 45 people in total, including seven mechanics, two workshop foremen, four service advisers, and five parts department staff in the service center alone.
The team, of course, extends beyond the “mechanics” side – also there are also used car salespeople, finance specialists, warranty staff, and personnel handling bodywork damage claims (the company does not have its own body and paint shop but uses a subcontractor; from the customer’s perspective, however, all repair-related matters are handled at ul. Karuzela).
An important role in customer service is also played by the “star assistants” – staff members who, in line with Mercedes-Benz standards, go well beyond a traditional reception role, supporting guests throughout their entire visit, including with the use of modern technological solutions.
“We currently operate on one-and-a-half shifts, from 7:30 am to 7:00 pm. Bear in mind that we’ve only been at the new location for just over half a year, so we’re still growing our order volume. In the future, we could expand to two full shifts. At the moment, we’re selling over a thousand labour hours per month,” says Michał Lis, Head of Service.
On the topic of growing the customer base – how does a company without the advantage of new vehicle sales ensure a steady flow of new work?
“First, we’ve been selling young used vehicles for years, so buyers who choose a Mercedes and live nearby often use our service center.
Second, especially since the move, we’ve been investing in promotion and brand image, supported in part by social media, an expert blog, and a YouTube channel run by our own staff.
And third, perhaps most importantly, word-of-mouth referrals from satisfied customers. Because we’re confident in our quality, both in terms of repairs and customer care and communication,” says Bartosz Śledziewski.
A key drop-off kiosk with star assistance
The customer service experience is central at Autoreduta.
“When building the new facility, we decided from the outset that a modern, technology-assisted system for vehicle check-in, diagnostics, and handover should be a key element of this investment. Of course, most of these requirements were mandated by the MAR20X standard, but some specific solutions we were able to implement and adapt on our own,” says the Managing Director.
Here’s how it works, step by step: When a customer drives onto the Autoreduta premises, they are greeted by an electronic display that scans their license plate and shows a message with instructions.
“If the car is booked in for a service, the customer also sees their name, directional signs, and an invitation to pull up to the lobby in front of the direct reception area. A moment later, the gate rises and the car enters, where a live adviser takes over.
An important part of the intake process is the vehicle passing through a special scanning gate that checks the paintwork, wheels, tire tread, and undercarriage.
Within seconds, we collect data about the vehicle and can, if needed, propose additional work or services,” explains Michał Lis.
An undeniable advantage of the Wilanów service center is the ability to drop off a car at any time – including outside business hours. This is where Tjekvik came to Autoreduta’s aid with their kiosk solution. “It’s a very useful tool for us, not just when the service center is closed. It’s not uncommon for a customer booked in at noon to arrive at 10:00am.
Investment paid back within months
Autoreduta also uses Tjekvik’s Home check-in – essentially an online checklist that allows the customer to confirm their appointment, personal details, and the purchase of additional products and services.
The checklist is sent to the customer by SMS or email, usually the day before their visit.
“This way, the vehicle owner can calmly decide whether to expand the scope of work, and once again, speed up the check-in process, since most items are completed before they even reach the adviser,” explains Michał Lis.
And what if the customer prefers not to use this feature and opts for the traditional approach?
“Nothing happens at all – the checklist is simply gone through on-site with the adviser in the traditional way. It’s entirely up to the customer which path they want to follow. Moreover, even if someone has clicked through – say, an oil change or a wheel alignment – the adviser confirms the selected option in person to avoid any misunderstandings,” adds the Autoreduta representative, emphasising that a personalised approach and direct contact with the team have long been a hallmark of the Warsaw company.
That’s why, regardless of the general customer helpline, every customer has a direct number for “their” adviser, who is always happy to offer advice.
More than one in three customers coming to Autoreduta currently use the online check-in. Beyond streamlining the service process, Tjekvik’s research shows that the remote checklist reduces intake time by an average of around 8 minutes, and combined with use of the key drop feature, the saving rises to 14 minutes.
There is also, of course, an upselling dimension. At Warsaw’s Mercedes-Benz dealership, the offers generating the highest conversion are air conditioning disinfection and wiper blade replacement.
“Every such sale is added value on top of what we would earn working purely through advisers or a BDC. We implemented Tjekvik’s technology – the kiosks, the online check-in and the upselling system in June of last year.
“The entire investment, including training costs, DMS integration, and technical support, paid for itself before New Year’s Eve. On top of that, there’s the improvement in customer satisfaction, which is harder to put a number on,” says Bartosz Śledziewski.
The bigger picture
Of course, the physical products – the kiosk, the vehicle scanner, the payment terminal (also available at Autoreduta) – are merely a means to an end: raising the standard of service and, ultimately, the business performance of the service center.
Behind any tool must stand know-how, a solid software infrastructure, and above all a proven partner. “What we value in our collaboration with Tjekvik is precisely that we can rely on them not only during the implementation phase, but also – perhaps even more so – once we’re already using their technology day to day.
Smooth communication, a personalised approach, and following through on commitments – that’s how we at Autoreduta understand a long-term partnership,” concludes the Managing Director of one of Poland’s most modern authorised service centers.