AVP Plattling Boosts After-Sales Efficiency and Customer Satisfaction with Tjekvik's Digital Check-In Solutions
November 18, 2024
AVP Autoland, a leading automotive retailer in Germany, has transformed its after-sales operations and boosted customer satisfaction by implementing Tjekvik’s digital self-service check-in solutions, starting with a successful pilot in Plattling and expanding to all 14 locations.
AVP Autoland, a renowned name in Germany’s automotive industry, servicing Volkswagen Group products (including VW, Audi, Skoda, SEAT, and Porsche), has successfully enhanced its after-sales operations using Tjekvik’s digital self-service technology. Starting with a one-year pilot project at their Plattling location in January 2023, the transformation proved so beneficial that Tjekvik’s solutions have now been rolled out across all 14 AVP Autoland locations in Eastern Bavaria.
Before Tjekvik’s pilot project, many AVP Plattling customers visited early in the morning or late in the afternoon to drop off or pick up vehicles, leading to long queues and overburdened after-sales departments. This not only negatively impacted the customer experience but also affected revenue, as overwhelmed service advisors struggled to recommend additional products and services that could generate extra income.
Tjekvik’s technology was seamlessly integrated into AVP’s existing systems to address these challenges, ensuring a smooth and efficient check-in process. Customers needing service, maintenance, or repairs can now avoid queues by checking in and out when, where, and how they prefer—whether online from home or on-site at the dealership using easy-to-use touchscreen terminals. This improved the customer experience and freed up AVP Plattling’s service advisors to focus on delivering high-quality, personalized support to customers who needed it most.
Streamlining Operations and Enhancing Customer Experience with Digital Check-In
Steve Martin, Service Manager at AVP Plattling, explains:
“The implementation of Tjekvik gives every customer more options and has also benefited employee well-being. It’s not easy to find new staff nowadays, especially with the industry-wide skilled labour shortage.”
Tjekvik’s digital solutions are now available at all 14 AVP dealerships, with each location equipped with two terminals (one indoor and one outdoor), offering customers the flexibility to check in as they prefer—on-site or from home.
“One key factor driving our adoption of Tjekvik’s technology was the intuitive at-home check-in. This digital journey makes the entire experience very straightforward. The on-site terminals also feature large, user-friendly displays that enhance the customer experience.”
On average, each AVP location handles about 30 appointments daily. In the first year of implementation, an average of 18% of customers opted for at-home check-in, while 12% used the on-site terminals.
The digital check-in solution has been particularly effective in reducing peak-time queues, ensuring AVP customers receive prompt assistance without long waits. Additionally, service advisors now have more time to provide personalized advice, leading to increased upselling opportunities. The most commonly purchased items through Tjekvik’s at-home and on-site systems included wiper blades and fluid refills.
Steve Martin adds:
“Perhaps the biggest advantage for our service assistants is their ability to quickly assist walk-in customers without appointments. Previously, they had to manually complete a key registration form, collect the customer’s name and signature, and request their acceptance of the terms and conditions. That’s now a thing of the past, as customers can input everything directly via the terminal—making things much simpler for both them and the service advisors. Additionally, we now have data that is more comprehensive and accurate because customers input everything themselves.”
While new technology often comes with growing pains, Martin sees self-service technology as the future:
“We have customers who enjoy interacting with digital technology; they’re already familiar with it in other aspects of life, like checking in at hotels or airports or ordering in fast-food restaurants. I think younger generations will increasingly expect this type of technology. The sooner we get involved, the easier it will be.
Would You Recommend Tjekvik?
“I absolutely recommend Tjekvik’s service terminals. Self-service is becoming more common in everyday life, and it will make our work processes much more efficient.” Martin adds.
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