Digital aftersales check-ins up 40% year-on-year

  • Over 750,000 digital check-ins and check-outs during the first half of 2023, up from 450,000 during the same period last year
  • When given the option, the proportion choosing digital home check-in has jumped from 30% to 55%, year-on-year
  • Increase in self-service use marks an increasing trend in aftersales as customers look to avoid queues and benefit from a more streamlined omnichannel experience
  • Over £ 4 million generated through the sale of dealer value-added products and services via Tjekvik tech during H1

Customer demand for self-service solutions in aftersales continues to rise, with the latest figures showing a 40% year-on-year increase in those choosing to check in their vehicles digitally. Half-year results from Tjekvik highlight a growing trend as more customers are choosing to avoid queues, particularly during peak times, by using digital solutions when dropping off their vehicles for service, repair and MOT.

Tjekvik’s technologies, which have been adopted by dealer groups including Group 1, Hartwell and Vertu, enable customers to check in and check out their vehicles at a time and place convenient for them, either at home using a mobile-optimised site, or at dealers via tablets and easy-to-use touchscreen kiosks. Instead of waiting for service advisers to become available, more customers have been using digital self-service to provide pre-service instructions, select added-value items, provide authorisation and drop-off their keys.

Strong customer demand for digital self-service

So far this year, 706,343 customers have checked their vehicles in at home via Tjekvik technology, a further 411,886 have used Tjekvik’s dealer-based solutions, and 74,115 have used digital self-service to check their vehicles out following a service, repair or MOT. These figures compare to just 450,000 combined digital interactions during the same period last year – a rise of 40%. Looking at digital home check-in rates, over one million have been carried out over the past year.

While some of this increase is driven by growing rates of dealer adoption, the number of customers who were offered and then selected a digital experience has continued to grow, currently standing at 45% for home check-in and 25% for kiosk check-in, up from last year’s figures of 30% and 20% respectively.

Individual dealer franchises are also seeing more of their customers opt for digital self-service. Hartwell Automotive Group, one of the leading Ford dealer groups in the UK, has seen 37,127 self-service interactions so far this year, while 9,005 customers of Mercedes-Benz of Stockport, Europe’s largest Mercedes dealer, have chosen to use digital check-in and check-out solutions over the more traditional physical touchpoints.

Customers spend more on products and services

Dealers are using digital check-in to promote value-added products and services to customers, such as season-specific tyres, premium lubricants, air conditioning checks and service plans. With many customers being more comfortable in choosing such items at a time to suit them, dealers are benefitting from additional revenue as customers choose to spend more on such items.

Over £ 4 million worth of sales has been generated so far this year across Tjekvik’s dealer network, with Hartwell earning an additional £47,865, and Mercedes-Benz of Stockport raising £16,885 through the sale of additional value-added products and services.

 Christian Mark, CEO and Co-founder at Tjekvik, said: “Just as in automotive retail, dealer aftersales continues to witness unprecedented change as customers demand increased speed, added convenience and a more personalised experience. Our half-year results demonstrate that more customers than ever are choosing digital self-service as a way of meeting these expectations, leaving service advisors free to support those who require additional assistance, and dealers able to raise additional revenue.”   

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