Tjekvik case study: Mercedes-Benz VD Nord
November 29, 2024
Tjekvik’s digital self-service solutions streamline the customer experience at Mercedes-Benz VD Nord.
About Mercedes-Benz VD Nord
Mercedes-Benz VD Nord, a leading dealer group representing the three-pointed star in northern Germany, has embraced Tjekvik’s digital self-service solutions to enhance its aftersales experience and optimise operational efficiency.
Following an initial implementation in 2020, the group has expanded its use of Tjekvik’s indoor and outdoor check-in and check-out solutions across multiple sites.
The challenge
Like many dealerships, Mercedes-Benz VD Nord’s aftersales departments experience peak demand during early mornings and late afternoons when customers arrive to drop-off and collect their vehicles.
This would often lead to queues and bottlenecks that could challenge service efficiency and impact the customer experience.
These challenges would also have a direct impact on revenue, as busy service advisors would struggle to recommend and upsell additional products and services during peak periods.
The solution
By deploying Tjekvik’s digital self-service solutions, Mercedes-Benz VD Nord has enabled service, maintenance and repair customers to avoid queues by letting them check their vehicles in and out when, how and where they want – whether at home, online, or at the dealership via easy-to-use touchscreen kiosks, 24 hours a day, seven days a week.
This has streamlined the customer experience and alleviated the pressure on Mercedes-Benz VD Nord staff, allowing them to focus on delivering high-quality customer care and personalised advice.
“In an increasingly digitalised world, efficiency is the key to success. That’s why we decided in favour of a self-service solution” said Danny Toebe, Assistant to the Service Manager, Digitalization, Processes & Team Management at Mercedes-Benz VD Nord.
“It allows us to focus on customer satisfaction. With a self-service solution, our customers can check in and check out independently whenever they want, with no more long waiting times. Time is our customers’ most important asset, and Tjekvik allows us to offer a suitable solution for every customer.”
Outcomes
Since introducing Tjekvik’s technologies, Mercedes-Benz VD Nord’s aftersales departments have seen rapid adoption by customers.
Between 80 and 100 digital appointments are typically processed each day across the group, via the home check-in facility and the on-site kiosks.
This has alleviated the number of aftersales customers having to queue during peak hours, meaning they are now able to speak to a service advisor more quickly when they’d prefer to do so.
Home check-in
Check-in at the dealership
Check-out
This adoption is reflected in Mercedes-Benz VD Nord’s usage data for 2024, with around 20% of customers checking in remotely from home and 15% opting for kiosk-based check-in at the dealership. For check-out, around 30% of customers preferred to use the onsite kiosks as it allows them to choose a time to collect their cars that better suits their schedules. This flexibility to check-in and check-out has helped to streamline operations.
“Thanks to the self-service terminal, we have seen a revolution in the customer journey” added Toebe. “Our terminals are available around the clock, which is crucial for customers who want to check in and check out outside regular business hours and without having to rely on service staff. This reduces frustration and increases satisfaction. These changes have made our customer journey smoother, more efficient and more enjoyable.”
Outdoor kiosk
As well as showroom-based check-in kiosks, Mercedes-Benz VD Nord has also implemented Tjekvik’s Outdoor kiosk. First piloted at Mercedes-Benz VD Nord’s Bremen site in early 2024, the 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, with the Mercedes-Benz VD Nord Bremen site seeing 50% of check-ins done outdoors. As a result, Mercedes-Benz VD Nord has ordered additional Outdoor kiosks for its other sites.
New upselling opportunities
One of Tjekvik’s significant advantages is its ability to support revenue growth by displaying relevant service add-ons to customers during the digital check-in process. Mercedes-Benz VD Nord has successfully used this feature to increase upsell opportunities, with air conditioning checks emerging as the top choice among customers.
These upselling options provide value to customers and help Mercedes-Benz VD Nord increase revenue efficiently.
What's next for Mercedes-Benz VD Nord
Mercedes-Benz VD Nord’s adoption of Tjekvik’s digital self-service technologies has transformed the customer experience, allowing for a smoother, more flexible process for both customers and staff.
The group’s plans to further expand Tjekvik’s services in its dealership sites reflect a commitment to offering customers convenient, modern service options.
As Mercedes-Benz VD Nord continues to grow its digital infrastructure, Tjekvik’s solutions will remain a cornerstone of its strategy to meet and exceed customer expectations.