The accelerating pace of technological innovation and digitalization has also affected the automotive industry. The way customers interact with businesses has changed; customers now expect the same type of digital experience from their workshop as they get when interacting with tech giants like Amazon or Google.
In fact, connectivity and digitalization are currently the number one trend in the automotive industry, according to KPMG’s Global Automotive Executive Survey 2019. This means that in order to stay competitive, your workshop needs to embrace digitalization too. And that’s where connected car technology comes in.
Connected car technology can transform the relationship between workshops and customers. A digital, customer-centric workshop management system that collects real-time data from cars enables your workshop to provide personalized customer service and significantly increase customer lifetime value.
At Connected Cars, we offer a workshop management system that can help fuel your workshop’s digitalization and improve your bottom line.
1. Increase revenue per car
Our workshop system provides you with proactive vehicle monitoring so you’re always informed about the technical status of your customers’ vehicles.
For example, the system alerts you that your customer needs to change their car oil within the next 30 days. You can use this information to reach out to the customer, explain why it is important they change the oil on time, and offer several appointment times for them to come in.
You provide seamless and personalized customer service and ensure your customer will choose your workshop over a competitor’s.
Based on actionable data, you can stay ahead of your customers’ needs and make sure they come to your workshop as soon as something needs to be checked, changed, or repaired in their car.
Our insights show that workshops experienced a 10% and 15% increase in invoice revenue from older cars that had our solution installed.
2. Boost upselling
So, you contacted your customer and now they booked an appointment for an oil change at your workshop. You can prepare for the visit and make sure you deliver an outstanding experience. But there’s more to it. An additional visit from a customer is an opportunity to further increase sales.
When your customer comes in for their oil change, you may also notice that the battery for their remote key is empty or there’s an error on the spark plugs in cylinder 3. This is a great opportunity for you to take action and offer extra service and increase sales. In addition, the workshop visit can also be used as a chance to inform your customers of any offers you currently have or incentivize them to stock up on accessories.
3. Improve customer satisfaction
Consumers are now faced with a wide variety of choices available at the touch of a few keystrokes when it comes to products or services they need. So it is no surprise that it’s becoming increasingly difficult to maintain customer loyalty.
Many of your customers are either digital natives or very comfortable with technology, which is why integrating technology in the car ownership process is necessary if you want your workshop to provide the kind of service that is in line with customer expectations.
The Connected Cars workshop system comes with a white-label app that can be easily customized to match your brand. The app provides you with a direct communication channel to your customers, making it easier to take a proactive approach to customer care and provide the kind of personalized customer service that will increase satisfaction and ensure they will return to your workshop.
4. Get marketing consent
With advertising present on most on- and offline platforms, it can be difficult to reach your customers and make sure they find out about your offers or promotions. Thanks to the driver app that comes with our workshop system, you get a personal, direct connection to your customers.
Your customers can give marketing consent and thus opt-in to receiving offers and promotions from you. Our research shows that more than 70% of app users give broad marketing consent, meaning you have a dedicated channel where you can notify customers of campaigns and engage with them.
5. Increase efficiency in the workshop
Our workshop system collects a wide range of relevant data and displays it all in a dashboard, providing workshop managers and service advisors with insights into the status of their customers’ cars, which alarms and error codes need action, and which cars are due for service soon and need to be sent reminders.
This means that workshop managers and service advisors get a better overview of their workload, can efficiently distribute tasks among themselves, keep track of who’s doing what, and measure performance. This translates to time saved and a more structured and efficient work day.
A proven solution
At Connected Cars, we offer a proven solution based on more than 100.000 connected cars. Our workshop management system, ConnectedWorkshop is easy to implement, and our Customer Success team is there with you along the way to provide the needed training and ensure smooth onboarding.
We are currently supporting over 500 workshops across three countries, helping them to develop stronger relationships with their customers, build lifetime customer value, and provide customers with the personalized, digital experience they are looking for.
Interested in finding out more about our workshop management system and how it can help your organization? Get in touch: sales@connectedcars.io
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