By 2031, there will be a 160,000 shortfall of workers in the automotive industry. That’s according to an Institute of Motor Industry report. With job vacancies already at a five-year high, this is a frightening statistic. But what if there was a way you could bridge the skills shortage by digitising your business?
Adopting a digital approach to service receptions, allows customers to check themselves in or out at any time of day. On the surface, this reduces the need for staff, which this isn’t the aim of a self-service reception. However, it does help to address the skills shortage.
Digitisation encourages staff retention by reducing both pressure on existing employees and training time for new employees. Tjekvik improves the customer experience by giving choice and flexibility as well as providing service advisors more time to help valued customers. With the complexity of dealer systems making induction a long process, digitisation gives new starters the time to develop the skills they need by guiding them through check-in and out processes digitally when interacting with customers. Using digital solutions means a new advisor can be up and running serving a customer on day one.
Retention and customer experience
The skills shortage has caused bonuses to skyrocket by 70% as companies strive to retain talent. However, retention isn’t all about money. Retention also means creating a positive work environment and reducing stress on employees.
For many, digitisation could be the answer. For example, the Tjekvik digital reception reduces stress on service advisors by empowering customers to complete their own check-in journey. According to Tjekvik Business Development Director, Nick Pratt: “You can free up time for the service advisor to spend with customers who need it”.
“If 30% of the customers choose a digital journey, then you're freeing up time for the service advisor to spend in a qualitative way with other customers”
Instead of using time on the mundane task of checking in and out, staff can help solve complex customer issues whilst being on hand to help with the digital process if needed.
Digitisation can also increase your operating hours without requiring staff overtime. According to Nick, this can have “tremendous benefits as the service department can match the showroom opening hours or even be 24/7 with an outdoor secure kiosk.” This delivers an increase in both customer and employee satisfaction, as customers can drop off and pick up their cars whenever they want, without a service advisor present.
Tjekvik’s digital service reception is an easy-to-use system and with the tablet version it can be used by anyone without training. This means you can train new starters quickly and easily but also have the flexibility for product experts, hosts and even collection and delivery drivers to check customers in.
Furthermore, with quick training and more free time, staff will have more availability to upskill, further addressing the skills gap. Therefore, investing in a digital solution not only benefits your company but the industry as a whole.
Passing the reception work over to Tjekvik also creates more attractive jobs for future employees. As Steve Nash, CEO of the IMI states, to solve the skills gap ‘we need to attract more young blood into the industry’. One way to achieve this is to bypass routine clerical tasks using digital solutions and provide exciting opportunities for young people in technical or sales areas.
Tailored to you
Using a digital reception allows dealers to standardise the check-in and out processes, offering a consistent customer experience, and increasing customer retention regardless of when and where they interact. The digital service reception is tailored to the individual dealership. Added value items and customer questions are created and activated at dealership level and can be created to reflect customer types like fleet or retail and even waiting customers. Therefore, you learn more about your customers and provide an improved, personalised service making the customer feel valued.
As technology advances, the world is becoming more and more digitised. The automotive industry must not lag behind. With the skills shortage set to widen over the coming decade, digital solutions will be an answer to easing employee stress while improving the customer experience.