BMW Grünblau Grupo Resnova
BMW Grünblau Grupo Resnova Success Story
Boosting operational efficiency with digital check-out in aftersales.
June 2025
Located in northern Spain, BMW Grünblau, part of Grupo Resnova, embarked in 2023 on a digital transformation of its after-sales operations. With the introduction of Tjekvik’s self-service solutions, the dealership has been able to extend service hours, increase operational efficiency, and improve customer experience.
Long wait times for customers, extra hours for the team
Before implementing Tjekvik’s Indoor kiosk, BMW Grünblau faced a challenge common to many dealerships: with aftersales hours that did not fully meet customer needs (closing at lunchtime and after 6pm in the afternoon), vehicle drop-off and pick-up had to be done within a limited schedule.
In many cases, customers would wait several minutes just to pick up their keys, having service advisors work unnecessary overtime.
Today, more than half of customers no longer go through reception
BMW Grünblau installed Tjekvik’s Indoor kiosk in a dedicated, enclosed area located between the reception and the outdoor parking lot, allowing customers to access the kiosk from 8:00am until 9:00pm.
This way, customers can pick up their vehicles autonomously, at a time that best suits them, even outside the dealership’s standard business hours.
As a result, 50% of customers no longer need to stop at reception; they go directly to the terminal to pick up or drop off their car keys. Only customers who need to deal with insurance matters or more complex repairs are attended to personally by an advisor.
Use the kiosk
Selfs-service check-out
Extended service hours
The kiosk, an extra arm for the advisor
BMW Grünblau currently has a high percentage of self-service check-outs of 20%, and is implementing measures to strengthen it even further.
The key to this high adoption rate?
The flexibility it offers customers, combined with the effort advisors put into explaining how self-service works and the benefits it provides. When customers drop off their car at the dealership, advisors explain that they will receive an SMS when their vehicle is ready for pick-up, with instructions on how to do so at the kiosk. Advisors even offer to call customers to ensure they have received the SMS.
Thanks to Tjekvik’s self-service solutions, the dealership is able to provide longer drop-off and pick-up hours for customers who arrive in the afternoon or on weekends to collect their vehicles, without extending advisors’ shifts or adding to their workload.
Currently, Grünblau is considering directing a higher percentage of pick-ups to the self-service kiosk and reducing personalized handovers to exceptional cases that require extra conversation with the customer, since repair explanations and the invoice are already facilitated though self-service.
Despite some initial reluctance, the kiosk has become an integral part of the team at BMW Grünblau. Advisors can leave personalized notes, job details, and invoice explanations directly in the Tjekvik system, which are clearly displayed to the customer when picking up their vehicle.
According to Miguel Ángel López, After-Sales Director at Grünblau, “a crucial moment is when there are more customers waiting than available advisors, whether because customers arrive without an appointment, or because they arrive outside the agreed time. If for any reason we don’t have the full team available, the kiosk becomes an extra advisor.”
Digital check-out: a win-win for everyone
According to Miguel Ángel, the best advertisement for self-service check-in is check-out. Many customers are hesitant at first, but once they use the terminal to pick up their car and see how simple the process is, they become much more willing to use it to drop off their vehicle as well.
The experience of BMW Grünblau Resnova Group shows how Tjekvik’s self-service technology can optimize operations, save time, and free up service advisors, while maintaining a high level of customer satisfaction.