CASE STUDY/ AUTOMOTIVE

Digital kiosk solution helps luxury car manufacturer provide luxury dealership services

About the customer

Global premium car manufacturer.

22M+ passengers cars sold in 2019

150K+ employees worldwide

30+ production and assembly sites across 14 countries

Global sales network with representation in 140+ countries

Business challenges

When you buy a luxury car from a company known for a world-class customer experience, you expect servicing your car at the dealership to be a breeze. Recognizing its dealerships’ after-sales services shortcomings, our client needed a solution that could:

1

Provide extended service hours.

2

Increase vehicle drop-off and pickup capacity without the wait.

3

Be customized on a per-dealership basis.

4

Reduce costs and boost productivity.

How Softtek comes into play

Softtek implemented Automotive Digital Assistant, a proprietary digital kiosk solution that helps dealerships, vehicle rental companies, and repair shops improve customer service quality through a brand-new vehicle drop off and pick up experience. Key functionalities include:

Clients can choose from a list of available vehicle services and add custom notes.

Secure key drop-off and pickup, 24/7.

SMS notifications when vehicle is ready + automatic billing and receipt delivery.

Kiosks can be configured by individual dealerships for targeted marketing and after-sales services promotions.

Business impact

Now, dropping off and picking up cars for inspections and servicing at our client’s dealerships is a luxury experience in itself. It’s fast, safe, works with anybody’s schedule, and has the added benefit of allowing dealership personnel to focus on value-added activities that improve the CX and sales even more.

Enabled the client to turn after-sales activity into engines for profit and loyalty.

Achieved a fast ROI plus long-term cost optimization.

Created a new disruptive CX through self-service processes and extended service hours.

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