K Auto’s challenge
K Auto had a challenge. Several of its customers started getting the same error code in their vehicles. This was a recurring issue for which the automotive factory did not have a fix at the time.
Thus, K Auto needed to find a solution that would enable it to be proactive in communicating about the error code and manage customer expectations while waiting for the factory to come up with a solution.
Solution
To manage the situation, K Auto used ConnectedWorkshop to monitor the status of its customers’ cars in real time, particularly the recurring error code. This enabled workshops to call customers as soon as the error code occurred and notify them of the situation. Secondly, they can safely keep on driving until a new solution.
Our cooperation with Connected Cars started with the need of online diagnostics for the Commercial Vehicles ConnectedFleet customers. “Time is money“ for the fleet customers and everyone tries to avoid additional visits at the workshop. Quite fast during the pilot phase we noticed the need of online diagnostics. Active monitoring of Service reminders is amazing.
– Samuli Aalto, After Sales Manager, K Auto Oy — Volkswagen Commercial Vehicles
Since then, K Auto has expanded its use of the ConnectedWorkshop and implemented it in all of its Volkswagen Commercial Vehicles workshops. Together with their call centers, workshops can now keep track of the status of their customers’ cars and reach out as soon as an issue occurs. A proactive approach allowed K Auto to differentiate itself from the competition, by becoming a trusted partner for its customers.
K Auto has also implemented ConnectedFleet, which it licenses to its customers. This comes as a great advantage when closing a sale, as K Auto can offer an extra service that its customers can benefit from.
Results
Overall, they had a successful experience with the implementation of the Connected Cars solutions.
By using the ConnectedWorkshop and being proactive, K Auto was able to streamline the customer communication flow. This led to an increase in customer satisfaction and an improvement in the customer experience.
Additionally, the company is experiencing a growing interest in fleet management systems. With Connected Cars, K Auto is able to offer its commercial customers a solution that delivers more than the usual advantages of a fleet management system. Thanks to the workshop integration, customers can easily keep track of their vehicles’ status and can safely rely on their preferred workshops to be ready to assist them as soon as an issue occurs.
The Fleet is interesting to many fleet cutomers.Many of them already have GPS-tracking solutions to locate the vehicles and record the driving data of the vehicles.
But with the Connected Cars solution, we can offer new services to help fleet management at the customer level. Service and Maintenance administration of the vehicles them by the local Volkswagen Service Partners.
– Samuli Aalto, After Sales Manager — Volkswagen Commercial Vehicles
The collaboration between Connected Cars and K Auto is for Volkswagen Commercial Vehicles.
