Grupo Concesur: A Success Story with Tjekvik
October 11, 2024
Tjekvik has proven to be a great opportunity for the dealership to reduce wait times for vehicle drop-off and pick-up in the workshop. The installed kiosk also allows for adding new services to those already booked, either directly from the device or from home, thereby creating new business opportunities.
With over 50 years of history, Grupo Concesur has been a leading name in Spain's automotive distribution sector. Since 2018, the company has been engaged in a digital transformation process aimed at improving efficiency across all departments, including sales, after-sales, accounting, and more. This transformation has enabled them to enhance cross-departmental communication, operational traceability, and customer satisfaction, saving thousands of unproductive calls and achieving better internal optimisation and resource use.
As part of this process, they introduced the digitalisation of after-sales reception, offering drivers the ability to drop off and pick up their vehicles autonomously. To achieve this, they adopted Tjekvik's self-check-in and check-out solution, now implemented in three of their locations: Alcalá, Fervial (both Mercedes-Benz), and Concesur Automares (Stellantis).
Most vehicle owners prefer to be attended to early in the morning or late in the afternoon to avoid disrupting their daily activities. As a result, wait times can become an issue, overburdening the department and affecting the customer experience.
These challenges have a direct impact on revenue per workshop visit, as the service advisor, pressured by the waiting line, struggles to recommend and sell additional services, missing opportunities to generate more income and meet new customer needs.
Greater flexibility in drop-off
The implementation of Tjekvik allows Concesur customers to enjoy flexible drop-off and pick-up times for their vehicles, avoiding downtime and enhancing their experience. Not only has the customer experience improved, but advisors can also calmly attend to those who prefer in-person service. Alberto, an advisor with the distribution group, notes that they can focus their attention on customers who truly want a face-to-face appointment: "We provide them with a more personalised service. Those in a hurry use the kiosk for both drop-off and pick-up. This approach doesn’t compromise cross-selling, as the device displays information about all our services, such as car washing, maintenance contracts, pick-up and delivery service, and more. Both types of customers are satisfied, significantly boosting their satisfaction with the dealership."
Since implementing Tjekvik’s self-service technology, the three centres have seen significant operational changes. They’ve optimised internal processes by directing tasks like vehicle appraisals and handling vehicles received by tow trucks to self-service terminals, reducing administrative work for advisors and saving time for tow drivers and customers.
Yasmina, the reception manager, highlights that it’s not only a time saver but also provides increased security, control, and order regarding where we store keys. The device’s customisable settings allow for automated notifications to the responsible person, eliminating calls and paperwork. Additionally, walk-in customers are directed to the terminal, preventing disruptions to the service advisor’s schedule and ensuring uninterrupted service for those with appointments.
Easy to Use
Tjekvik allows customers to start the check-in process from home via a link received by SMS or email. Through this link, they can confirm their visit, which helps reduce the number of no-shows. Additionally, during the process, customers can update their contact information, add tasks to those already scheduled, or select cross-sell options recommended by the dealership based on various parameters, such as customer type, brand or model, and the work scheduled for the visit.
The entire process is fully controlled and configured by the dealership. Once the check-in is completed from home, the only remaining step is to drop the keys at the express reception terminal on the dealership’s premises. Alternatively, customers can also complete the request directly at the terminal, a process that takes no more than two minutes, significantly reducing the time spent at the workshop.
At Grupo Concesur, customers have quickly adopted the self-service option, with 38% using it, 13% of whom do so from home. At Fervial, 30% used it on-site, while 23% completed it remotely; at Concesur Automares, 24% checked in from home and 6% at the facility. At all three centers, Tjekvik’s solutions have significantly reduced queuing times during peak hours.
Another benefit of the terminals is that service advisors can better balance their workload throughout the day, as vehicles are attended to at the scheduled time, even if they were dropped off early in the morning.
Furthermore, Grupo Concesur has seen an increase in revenue by offering customers additional products and services. For instance, at the Alcalá and Fervial locations, the combined value of these add-ons reached €142,100 in the first seven months of 2024, with the most popular products being maintenance plans (€78,000) and aesthetic damage repair services (€41,800).
The Challenges of Starting Out
Implementing new ways of working isn’t always easy; it requires flexibility and a culture open to change. The leadership at Grupo Concesur understands the need to demonstrate commitment to newly adopted processes and to overcome potential resistance by promoting easy-to-implement solutions like Tjekvik while providing necessary support to their teams. A key to their success lies in communicating the “why” and the intended benefits.
In Iberia, Tjekvik has achieved positive results in the first seven months of 2024. Dealerships using their technology recorded 64,577 self-service interactions, including 37,736 check-ins completed from home and 23,055 at on-site terminals. This has also boosted centre revenues, with 2,577 service plans requested and €3,469,600 in additional sales, averaging €63 per transaction. In fact, the top-performing centre in Iberia recorded €200,035 in additional sales, with an average of €81 per check-in.
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