CDK Global has developed a connected workshop concept, using a suite of digital aftersales tools that combine as one solution.
The system is designed to streamline workshop processes and offer the customer a seamless digital journey.
CDK says it developed the concept in response to changing market trend. A recent study found that 79% of consumers prefer to book their service online.
Stuart Miles, CDK managing director for the UK and Ireland, explained: “The Connected Workshop experience is everything a retailer needs to take their workshop digital and deliver a great customer experience every step of the way. By encouraging collaboration across our industry, CDK understands where new innovation can join the dots between multiple service providers. A great example of this is the use of integrated video with CitNOW. This gives workshops the opportunity to secure more work from VHCs, while helping to create a truly personalised experience for the customer.”
The Connected Workshop can send service reminders and allow customers to book appointments online. The time is then reserved in the workshop diary immediately and the customer gets an automatic confirmation of their booking. Customers are reminded of any outstanding work needed to their vehicle when they book their appointment.
Workshop operations are carried out using tablets devices, speeding up customer check in/out, health checks and technican clocking.
Research by CDK found that just 18% of consumers return to the same dealership after the first two services, it believes that providing an efficient aftersales experience could be a great way to build loyalty in this area.