Tjekvik’s digital check-in and check-out solutions enable customers to avoid queues during peak times, letting them check in their vehicles how, when and where they want – whether it’s at home online, or at dealerships via easy-to-use touchscreen kiosks. These solutions also enable dealers to present customers with value-add items, such as service plans and extended warranty packages, while they complete their digital check-in.
As one of Kia’s flagship dealers in Kent, JCB Rainham’s aftersales department features 6 service bays and employs 6 technicians, 3 full-time service advisors and a Showroom Host. To maximise customer satisfaction and ease the pressure on its service advisers, the business recently followed others within the JCB Group in adopting Tjekvik’s digital self-service solutions, including placement of a kiosk for those dropping off or collecting keys for cars booked in for service or repair.
While these solutions are designed to create a better experience for customers, what impact does having digital self-service have on those on the aftersales front line? To find out, we interviewed Sophie Murphy, a Service Adviser based at JCB Kia in Rainham.
What do you like most about your role?
I started working at JCB Rainham seven months ago. So far, I’ve really enjoyed working at this site. My colleagues are great to work with, they’ve been super helpful, and I’ve found that customers generally appreciate the help and advice I give them.
What do you dislike most about your role?
Unsurprisingly, not all customers like being told what’s wrong with their car! While Kia produces vehicles that are reliable; like all cars, sometimes they require additional attention. Very occasionally a customer might ask for a second opinion following the advice I’ve provided them. Thanks to my training and experience, my colleagues have been able to back me up on these rare occasions.
Has JCB’s decision to implement Tjekvik digital self-service solutions made a positive difference to your working day?
Things have certainly improved since we started using digital self-service. Customers have more choice in how they check in. Those that need to discuss things with a service adviser can still do so, while those who are in a rush can use the kiosk. With fewer queues, my role is certainly less stressful. Importantly, digital self-service gives me more time to focus on other activities, such as resolving problems, as well as dealing with paperwork and invoicing.
What has improved for you since Tjekvik was implemented?
Some customers find it difficult to come and collect their vehicles during traditional opening hours, particularly if they have to work late on a weekday. This used to mean our team had to occasionally stay behind until the customer had collected their vehicle. With Tjekvik, we can leave the customer’s keys securely in the kiosk locker so they can collect during the weekend.
Where you initially concerned that digital self-service would take away jobs and responsibilities?
I was initially unsure whether Tjekvik’s ability to upsell products and services would impact my commission and earnings potential. In reality, customers that use digital check-in will be notified of products or services that they may not have been aware of. Some of these customers who choose to purchase an item will still come to me to explain them in more detail before buying. When that happens, it’s great that they are already in a ‘buying’ frame of mind.
Do you find it easy to work with and operate the Tjekvik systems?
It is very easy to operate; both the kiosk and how Tjekvik integrates with our existing dealer management system. I can see clearly the stages of each booking, payments remain simple, and there is no added paperwork. While some systems claim to make your life easier but don’t, I have no issues with operating Tjekvik’s systems.
Are there any features that you would like to see to make your job even easier?
Some customers arrive and expect to be able to make payment at the kiosk. While this isn’t yet possible, perhaps this could be an option in the future.
How stressful is it when customer queues are long?
It can be stressful, particularly with those customers who need to get away quickly. I’ve known customers to jump the queue, which can cause tension with others waiting. It can sometimes be difficult to concentrate when you have a queue in front of you. This is one of the reasons why Tjekvik helps so much, taking away much of this pressure.
With digital self-service, are you experiencing fewer queues, particular during peak periods of early morning and late afternoon?
It’s generally less busy, particularly during those peak periods. Luckily, I work at a dealer where everyone gets stuck in. Even our sales team direct customers to the kiosk when things are busy. Sometimes it only takes a nudge for someone to try out digital check-in before they realise how simple it is to operate. Those who decide to check-in from home the night before are still encouraged to drop their car in reasonable time, though. I’ve had some customers who think that they can have a lie-in if they’ve checked in online!
Do you enjoy the process of upselling products and services to customers?
I love it! I feel it’s important that every customer gets the same level of attention, even when it comes to explaining additional products and services that they might find beneficial. Despite this, the ability of Tjekvik to promote things like service plans or extended warranty packages takes pressure off during busy periods.
Would you recommend other dealers take on digital self-service?
Absolutely! Digital check-in reduces queues, removes pressure and helps with day-to-day life in a busy aftersales environment. It’s a positive for us as well as for our customers.
