Tjekvik’s digital check-in and check-out solutions help customers avoid long queues when dropping off or picking up their car for servicing or repairs. Using Tjekvik, customers can check in in their own schedule, comfortably from home or via secure, user-friendly touchscreen kiosks at dealerships.
Tjekvik’s solutions also help aftersales staff present customers with tailored added value offers such as extended warranty packages or service plans seamlessly during the digital check-in process.
Mercedes-Benz Kroely in Mulhouse sits at the forefront of the digital customer experience in France. With a range of innovative technology solutions already implemented at their location, the dealership differentiates by delivering a more personalized customer experience. With Tjekvik, they are now able to offer a seamless, 360-degree digital customer experience.
To learn more about Tjekvik’s journey and impact at Mercedes-Benz Kroely, we sat down with Service Adviser Quentin Raillot.
What do you enjoy the most about your role?
The best part of my work, for me, is the automobile. This is something I’m passionate about both professionally and personally.
Apart from that, I like interacting with people – talking, exchanging information, sharing knowledge, keeping in touch with customers, helping them understand the automobile world… these are the things that I enjoy the most in my role.
What do you dislike about your role?
The part of my work I like the least is primarily the administrative side. It’s where I struggle the most and the aspect that I would say interests me the least, although I know it’s an essential part of my work.
What did you first think when you learned about the implementation of the Tjekvik self-service solution at Mercedes-Benz Kroely?
This was announced at the end of 2024, so I welcomed the idea because at that time we had three people at the reception, one of whom was about to transition into sales.
Two new people were going to join the team but handling 10 to 15 receptions per day and per customer adviser, although feasible, wouldn’t have allowed us to ensure the quality we aimed for, nor to generate additional sales.
So I was open to the proposal, I was very interested and curious to see what the technology would bring.
How has your workday changed since you started using Tjekvik?
My day has changed a lot, in the sense that I now have more options.
This reflects both in the reception process – for example, I have customers who prefer to come around 6:00 p.m. – 6:30 p.m., but I’m not always available -, and in the fact that we no longer need to have customers wait when they arrive. For instance, we can now handle customers checking in their car on Friday evening while also handling a large volume of evening car returns.
Tjekvik helped reduce the stress associated with certain check-ins, and especially the stress of having to turn away customers at check-out due to a lack of availability.
As a matter of fact, we had a situation where a customer could only collect her car on a Saturday afternoon. Thanks to Tjekvik, we were able to return the vehicle at the time that suited her.
Tjekvik allowed us to expand our availability by offering us a wider range of drop-off and pick-up solutions.
What improvements have you noticed since Tjekvik was implemented?
Anticipating additional sales before the time of the appointment.
The home check-in option allows us to have a simplified initial conversation with customers on topics such as windshields, work order overruns, or contracts. It also allows us to anticipate certain requests.
For instance, we have customers requesting information about Mercedes me. They let us know ahead of time through Tjekvik, and we can have a product expert available on site to give them more information.
All this helps us better understand and anticipate our customers’ needs.
Do you find it easy to work with the Tjekvik self-service terminal?
Yes. The software is intuitive, it’s fast, the feedback is instant for everything that involves car drop-off at the terminal. We appreciate receiving an email alert when the customer is about to drop off their keys at the terminal and once they’ve done it.
It really works perfectly both for the vehicle check-in and check-out.
On a different note, the payments topic is often tricky for car dealerships. If a transfer takes 48 hours to arrive, we need to hold onto the car until the payment is confirmed. The advantage we have with Tjekvik is that we can receive an instant transfer confirmation, and this speeds up our process.
The fact that everything is near-instant and that we don’t have to wait several minutes for a response makes our work much easier.
Which Tjekvik features do you appreciate the most?
The features I like the most currently? It’s no secret: it has to be check-out.
So I would say the ability to process remote payments and to automatically return the vehicle to the customer when an adviser isn’t immediately available.
Also, I like the fact that we have the option to easily present customers with additional sales of parts and services; and the satisfaction survey at the end, which complements ours without us needing to present it, is another significant advantage.
Are there any other features that you would like to have to make your job even easier?
If I had to add one, it would be email customization. I know it isn’t easy given our volumes, but if we could have an email automatically redirected to the adviser handling the vehicle, it would greatly streamline our process.
That would be a valuable addition for us.
Do you find it stressful to see long queues of customers?
In our dealership we are lucky enough not to have waiting lines at the counter. But then again, it’ not always a matter of having a visible line of 10 or 100 customers standing in line.
The “anxiety” for us, let’s say, is knowing that our customers are in the dealership, they know we’re there for them, but they must wait because there are four other customers in front of them.
We experience this a lot on Monday mornings, when we check in a large number of vehicles, and on Friday evenings, when all these vehicles have to be returned.
As an example, on Friday evenings between 4:30 p.m. and 6:00 p.m. we can have up to ten car returns per customer adviser. If each return takes 15 minutes, that’s more than two hours.
The advantage we get with Tjekvik during the overcrowded end-of-week rush when everyone gets off work and wants to collect their car, is that if four people arrive at the same time and two of them check out via the terminal, our work time is cut in half.
Sometimes, on Saturdays we can have up to four or five returns and the self-service option allows us to free up the service adviser who is alone working in the workshop.
Do you enjoy the process of upselling products and services to customers?
Yes, particularly with the younger generation of customers who are already familiar with new technologies.
Of course, we still have some customers who are reluctant, but that’s a very small number. Most of our customers are tech-savvy and used to digital experiences, especially with Mercedes’s online appointment management – so they appreciate digital self-service.
The ability to offer services like air conditioning recharges, wheel alignments, and other season-specific services via Tjekvik, along with the option to customize based on what we can offer and our promotions, have been of great help.
Would you recommend Tjekvik to other dealers?
That’s already been done!
With the exception of the replacement vehicle service, we use all the available options with the Tjekvik terminal, and that has helped us see significant growth. So yes, I’ve already recommended it to other service advisers.
