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Hyundai introduces contactless digital aftersales service

Hyundai contactless aftersales

Hyundai Motor UK is rolling out a new fully contactless digital aftersales system across its dealer network.

It builds on the existing Hyundai Workshop Automation system, which provides a seamless process for service or repair work, with a fully online system for booking and repair authorisation.

The latest phase introduces a completely contactless process for customers: online check-in and e-signature, contactless key handover, online work approval and remote payment options.

Customers can book their service or repair work via an online system pre-priced with more than 15,000 maintenance and repair operations. They’ll be sent an online check-in reminder 48 hours before their appointment, which generates a QR code for the customer to use on arrival at the dealership, allowing them to securely deposit their keys in an Autopoint locker. Customers can still discuss any service or repair work with their Hyundai Service Advisor if they wish.

Once checked in, customers are provided with an online link where they can track their vehicle’s progress through the workshop. While the technician is inspecting the vehicle, any additional work is digitally captured including warranty work using voice recognition technology. Customers are sent an accompanying video clip highlighting and explaining the work requirements, as well as providing a costings quote.

The work can be approved instantly by the customer, minimising the time customers are without their car, and also allowing the department to allocate work more effectively.

The Hyundai Workshop Automation system is provided in partnership with eDynamix. It is already running in 120 dealerships across the country, with the latest contactless key handover system operational in a 12-week pilot scheme with Hyundai Guildford.

During the pilot scheme, 62% of customers opted to use the new contactless service.

Andrew Shilley, service manager at Hyundai Guildford, said: “Since the introduction of the Hyundai Workshop Automation program, including online check-in, we have experienced a dramatic improvement in our customer satisfaction and our “fix right first time” rate has reduced the need for customers to revisit for additional work found during a service.

“The integration of an automated, paperless quality check with full traceability helps to give our customers confidence in the process, all the while ensuring the process takes as little time out of their everyday lives as possible.”

Hyundai enjoyed a 46.8% boost in registrations last year, in a market that grew by just 1% according to the Society of Motor Manufacturers and Traders (SMMT).

The Korean brand secured 69,680 registrations in 2021, with the new Tucson proving a key seller.

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