- 30% expressed a desire to be able to drop off or collect their keys outside of standard opening hours, while 26% would prefer to check in online and in advance
- 31% of customers believe that offering this kind of alternative check-in option would help reduce waiting times
- Tjekvik’s Outdoor kiosk is designed to deliver a seamless check-in and check-out solution 24 hours a day, seven days a week
A survey commissioned by Tjekvik has found that a significant proportion of aftersales customers want greater flexibility when checking in their vehicles for service or repair, particularly outside of standard dealership opening hours.
The flexibility gap
In the survey, 30% expressed a desire to be able to drop off or collect their keys outside of normal business opening hours, such as before 8:30 am, after 5:30 pm or on weekends, while 26% of respondents would like to do more of the check in online and in advance, at a time that suits them. Elsewhere, 25% wished there was a way they could drop off or collect their keys during their dealer’s normal opening hours without having to speak to a service advisor.
The queue challenge:
Aftersales queues can be an issue for many dealers, particularly during peak periods of early morning and late afternoon when lots of customers tend to arrive to drop off or collect their vehicles. When faced with such queues, 25% of those surveyed would like additional seating to review and sign documents to avoid the feeling of being rushed, while 21% would like to feel less pressured when discussing their appointment with a service advisor.
The digital solution:
Tjekvik’s digital self-service solutions help alleviate pressures caused by queuing by enabling customers to check in and check out their vehicles at a time that suits them. Not only do these solutions reduce queues and improve the customer experience, but they also help to take the pressure off aftersales employees by enabling them to provide a better service to those customers who require additional support.
The survey found that 31% of customers believe that offering this kind of alternative check-in option would help to reduce waiting times. Those aged between 25 to 34 were found to be most in favour of such a solution, with over half (52%) agreeing.
Christian Mark, CEO & Co-founder at Tjekvik, said: “It’s clear that the lack of check-in options remains a sticking point for many aftersales customers, and it has the potential to impact satisfaction and retention rates. Providing the flexibility of self-service means dealers can better accommodate the growing number who wish to drop off or collect their vehicles outside of regular hours, including early mornings, late evenings or weekends.”
24/7 convenience with outdoor kiosks
To complement its indoor self-service technology, Tjekvik’s Outdoor kiosk is designed to deliver a seamless check-in and check-out solution 24 hours a day, seven days a week. With a secure design and all-weather durability, the Outdoor kiosk provides additional flexibility and convenience for dealers and customers.
The operational flexibility of Tjekvik’s Outdoor kiosk also means dealers can support customers with drop-offs and collections at locations away from the service reception, such as at airports, railway stations and shopping centres. As well as offering enhanced customer convenience, this greater reach will ensure dealers can profit from additional business.
To learn more about Tjekvik’s digital self-service solutions in France, please contact us here.