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Automobile Bavaria adopts Tjekvik Outdoor digital self-service solutions for a 24/7 omnichannel aftersales experience
30 Jul 2023
BMW Group dealer network’s digital check-in solutions provide added out-of-hours convenience and flexibility for customers
As Romania’s leading BMW Group dealer network, Automobile Bavaria processes over 550 aftersales appointments a day across its network of 12 state-of-the-art dealerships. Operating BMW, MINI, MAN (MHS Truck & BUS Group) and Grenadier, BMW Motorrad franchises and Rolls-Royce Motor Cars ownership services, Automobile Bavaria regularly invests in the latest technologies to ensure its customers receive the best experience befitting of these five storied marques.
Located towards the north of Bucharest, Automobile Bavaria Băneasa is the group’s flagship dealer, an impressive three-storey site designed to showcase the latest BMW, and MINI models to customers across the capital and surrounding areas. The site also services and repairs a significant number of vehicles, with up to 60 aftersales bookings a day.
With many of Automobile Bavaria Băneasa’s customers working in Bucharest and commuting into the city centre, footfall can be particularly high when customers arrive to drop off and pick up their vehicles during the peak periods of early morning and late afternoon. As with other dealers, Automobile Bavaria Băneasa’s customers sometimes have to shorten their working days to fit around the dealer’s more traditional opening hours.
A round-the-clock check-in solution
To ensure its customers continue to receive the best in customer service, regardless of the time of day, Automobile Bavaria turned to Tjekvik and its range of intelligent self-service solutions. These allow customers to check in and check out how, when and where they want – whether it’s at home on their own device, or in the dealership.
Automobile Bavaria had already deployed some Tjekvik solutions across all 12 sites, but its Băneasa flagship was the first to implement Tjekvik’s new Outdoor kiosk that’s been designed to deliver a seamless check-in and check-out solution 24 hours a day, seven days a week. With its secure design, all-weather durability, and the ability to operate day or night, Automobile Bavaria has located its kiosk outside the dealer’s front entrance to provide a convenient solution for customers who need to drop off or pick up their vehicles outside normal opening hours.
Like the indoor kiosk, Tjekvik Outdoor enables customers to check in their vehicle, provide pre-service instructions, select added-value items, sign their authorisation and drop off keys securely within dedicated lockers built into the kiosks. The same technology is used for a pain-free checkout experience.
Since its introduction, the Outdoor kiosk solution has provided additional flexibility and convenience for Automobile Bavaria and its customers. The dealer’s security team were previously called upon to accept customers’ keys out-of-hours. With the Outdoor kiosk featuring lockers made from reinforced steel, a concealed certified locker mechanism, a shock alarm sensor and vibration detector, the unit’s impressive security means customers can leave their keys safely day or night, without the need for staff to be present. Automobile Bavaria can also better cater for unscheduled out-of-hours appointments and unexpected vehicle recoveries
Strong take-up and additional revenue
A growing number of Automobile Bavaria Băneasa’s customers have been using Tjekvik’s self-service solutions. More than 4,600 scheduled aftersales appointments were made in the first half of 2023, 16% of which saw customers opt for the Outdoor kiosks to check-in and check-out, while 31% used the Tjekvik home check-in service. And those numbers are on the rise: staff have found that once customers use the kiosks and realise how simple they are to operate, they’re more likely to use them again in future.
The outdoor kiosks have also become a revenue-building tool, helping Automobile Bavaria better upsell products and services during the digital check-in process. Customers get up-to-date relevant offers such as air conditioning refreshes, oil top-ups and more. During the self-checkout process, customers can also provide satisfaction feedback.
Ciprian Bercea, Marketing & Digital Transformation Director at Automobile Bavaria Group, said: “Customers understandably have high expectations given the brands we represent, so it’s key that our aftersales customers receive the same great service, online and offline, 24/7. Choice is what sets us apart; we provide the human interaction that’s so important to many of our customers during opening hours, and digital self-service facilities, including our new outdoor kiosk, deliver added convenience and flexibility around the clock.”
Automobile Bavaria Băneasa in H1 2023:
over 4,600 appointments
31% checked in from home
16% used Outdoor kiosks
For more details regarding the Automobile Bavaria Network please visit: https://bmw-bavaria.ro/echipa/
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