Audi dealers in the UK will now offer real-time online service booking for customers.
Customers have an 'Owners Area' at www.audi.co.uk which they can use to book an appointment.
The online system facilitates booking of a range of appointments, including major and minor services, complimentary healthchecks, MoTs, tyre replacements, general investigations and diagnostics.
It also offers mobility preferences, including courtesy car booking, collection and delivery, courtesy lift arrangements, while-you-wait services and the option to select the Audi Cam video-based diagnosis service.
Once a selection is made, the chosen date and time is immediately blocked out by the system for the customer and a confirmation is displayed including a booking reference number and an estimated total cost for the work booked. Finally, this price is confirmed by the dealership by either email or text.
John Bower, head of service and parts operations at Audi UK, said: “The convenience factor is crucial to the continued success of our Audi Centres, so I’m delighted that this new booking facility is going to genuinely save our customers time and effort.
“At the same time it’s also going to enable us to confirm arrangements and convey pricing estimates virtually instantly, and with greater clarity – I’m confident that use of this simple but highly effective tool will soon become second nature to many Audi owners.”
Herbert Lonsdale - 06/02/2013 11:33
This is a welcome development in the evolution towards a more customer centric approach to service .. old and tired processes of systems designed to make the internal operations of service easier or convenient for the service provider are giving way to the realisation that the real and valued differerentiator is one which not only satisfies the customer, but crucially delivers a good experience. Systems , such as this innovative Audi approach to on line service booking, can deliver the physical - the hard components - of a great customer experience: the next challenge will be to match the higher ( to be welcomed ) expectations the Audi on line service will create , with on site actions and behavours which furher reinforce the customers experience. Customer satisfaction is a neutral buyer emotion - ( as good as the competition ) Audi's approach has the potential to deliver a customer experience which will generate advocacy and loyalty. Good "serving" is good business.