BMW dealerships in Brisbane and Melbourne are trialling self- check-in/out kiosks provided by European hardware and software specialist, Tjekvik.
BMW Group Australia says they’re designed to improve efficiency, profitability ,and customer experience.
Operating in 24 markets in 22 languages Tjekvik says its systems allow customers to check in and out from home or at a dealership.
Customers at the Melbourne and Brisbane BMW dealerships can skip the queue for the service desk, making for a quicker process for the customer and reducing pressure on dealership staff, especially during the peak periods.
“One of the key challenges that dealers have from customers is the waiting time when checking their vehicle in and out at the service centre,” says Tjekvik’s Australian representative Kevin Pascoe.
“The BMW Melbourne site currently does up to 90 throughputs a day but, with the efficiency that the Tjekvik system brings, I’d expect that number to rise and, with it, the profitability of the site.”
“We do find there are a percentage of customers who want a single touch- point where they have a fast, easy and accessible experience which is as premium as when they purchased the vehicle,” says Melbourne BMW aftersales manager James Marriott.
“This becomes challenging when you’re balancing the effectiveness of an aftersales department and the experience for the customer.
“The Tjekvik home check-in and kiosks are allowing us to offer another layer to the suite of options given to our customers in terms of accessibility to the dealership, whilst still being at a premium level.
“This, coupled with the peace of mind a contactless option can give to our customers, only further elevates the experience..,” Marriott says.
Tjekvik’s technology allows BMW customers to receive their booking notification in the My BMW app and
use it to check-in remotely online, add extra items to their booking, answer dealers’ set questions, and then be notified when their vehicle is ready.
Customers can then use Tjekvik software to drop their vehicle key at a secure Tjekvik kiosk at the BMW Centre.
Alternatively, they can use the Tjekvik kiosk at the dealer site, which guides them through the same process and includes the choice to select added value items such as wiper blade replacement and summer vehicle health checks.
Once the check-in is complete, a notification is sent to confirm the safe receipt of the customer’s key.
“The intuitive design of the system has allowed us to leave our customers to use the kiosks freely, without need for interaction from our concierge,” Marriott says.
“This enables more efficient movement of the vehicles around our parking area by the concierge team.
“With more time given to the service advisers due to customers choosing to check in and check out at the kiosk, they have more freedom to interact with the customer during the day about the work required on their vehicle.
“From a dealership perspective, the biggest benefit will be the ability to facilitate more throughputs in our service department without requiring additional resource,” Marriott adds.
Using the Tjekvik software, dealers create tailored customer journeys with dealer-specific added value items, questions, and customer feedback on their appointment.
Where the customer requires personal service, the dealer uses Tjekvik on a tablet to guide check-in, and interact.
Internationally in 2021, 32% of customers chose the Tjekvik check-in at home and 35% the in-dealer key drop, with more than 100,000 using the software every month.
British customers using Tjekvik made 25,111 requests for service plans and selected $3.5m of added value items, an average of $3324 per dealer per month. Queue elimination works at both ends of the day.
Each month in 2021, an average 2000 customers used the Tjekvik check- out process, collecting more than $432,000 in online payments each month.
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