With more dealerships embracing digital transformation, self-service technology is a key driver for increased efficiency and productivity.
In addition to time and cost savings, self-service also creates strategic advantages including an enhanced customer experience, brand loyalty, and higher customer retention.
From defining the costs to identifying revenue sources, here’s how to measure your dealership’s self-service ROI.
1. Calculate self-service costs
To evaluate the return on your self-service investment, start by identifying all implementation and maintenance expenses, whether one-time or recurring. These can include:
- Equipment purchase costs or rental fees (kiosks, tablets, any other necessary hardware).
- Installation and maintenance costs, which can be one-time or ongoing.
- Integration costs for any add-ons – such as payment modules or DMS systems.
- Staff training costs, if any.
- Customer marketing expenses – this can include digital communications, on-site signage, promotional campaigns, and so on.
Learn about Tjekvik’s plans and features here.
2. Identify self-service benefits
Self-service technology enables aftersales customers to easily drop off and pick up their vehicles in their own schedule, without having to wait in line at the reception or requiring face-to-face time with a service adviser.
For dealerships, this creates a range of direct and indirect opportunities to reduce costs and boost revenue:
- Time savings – advisers can save hours of manual communication required to schedule appointments and communicate work order updates.
- Increased productivity – service advisers can focus on high-value tasks instead of repetitive admin work.
- Extended service hours without additional resources – self-service kiosks enable customers to check in and collect their vehicles autonomously, beyond traditional opening hours.
- Reduced no-shows – self-service options help reduce no-show rates, protecting dealerships from potential revenue losses.
- Increased customer retention – faster and more flexible options lead to higher customer satisfaction and loyalty.
To learn about the different ways Tjekvik can help your team reach out to us.
Calculate self-service revenue
In addition to these efficiency gains, Tjekvik’s self-service solutions – Home Check-In, the Indoor kiosk, and the Outdoor kiosk – also help dealerships generate new revenue with no effort.
With Tjekvik, dealerships can set up custom questions and present relevant offers during digital check-in and check-out, which means:
1. Increased revenue from upselling
Recent research shows aftersales customers prefer hearing about additional products and services away from the service reception, such as when checking in online or when using self-service kiosks.
During digital check-in at home or at the Tjekvik kiosk, customers can be presented with relevant, personalized products and services such as oil top-ups, air conditioning refreshes, wheel alignments, seasonal checks, and more.
In 2024, Tjekvik customers globally generated over €17,38 million in added-value sales. Learn more about Tjekvik’s global impact and results.
2. Lead generation
Using questions during digital check-in and check-out, dealerships can more easily offer customers vehicle valuations or service plans, creating new qualified leads for the sales team.
In the UK, one Tjekvik customer generated more than 2,500 vehicle valuation requests and 2,000 service plan requests through self-service in just the last quarter of 2023.
3. Cost savings
With Tjekvik’s digital check-in and check-out, dealers can also allow customers to opt out of complimentary services such as car washes and vacuums, saving resources and labor costs.
In the south of England, one customer introduced a sustainability initiative allowing aftersales customers to have a tree planted instead of a complimentary car wash after their servicing or repair visit. In 2024, 24% of customers opted for this scheme.
Discover Yeomans’ results and sustainability impact thanks to self-service:
Final thoughts
Lastly, when evaluating the impact of your self-service investment, make sure to consider factors like the ROI payback period and any cost savings that may come from opting for multi-year plans.
To learn how Tjekvik helps dealerships unlock the full potential of self-service and transform their customer experience, get in touch with us today.