Vertu Rolls Out Tjekvik Digital Self-Service To Increase Aftersales Efficiency
Luke Sinclair - Field Marketing Manager with one of the Tjekvik kiosks
Vertu Motors plc, one of the UK’s largest automotive dealer groups, has signed an agreement with Tjekvik, a leading producer of intelligent self-service technologies, that will see the implementation of new check-in and check-out solutions across the aftersales departments of its dealership network.
The new technologies will help minimise queues at peak times, create a premium, hassle-free vehicle drop-off and pick-up experience and unlock new revenue opportunities.
All Vertu Motors retail, Bristol Street Motors and Macklin Motors dealerships will adopt Tjekvik’s Home and Indoor self-service products, which allow customers to securely check their vehicle in at home on their own device, or in the dealership via user-friendly touchscreen kiosks. The kiosks can also be used by the customer to collect their keys once work is completed. These solutions will reduce the potential for lengthy queues at dealerships, particularly during peak periods, and help to improve the overall customer experience.
Once the initial roll out is complete, Tjekvik and Vertu Motors will move to phase two and will incorporate the technology across any recently acquired dealerships.
Any Vertu Motors group customers, who choose to check their vehicle in for a service or repair online, can use Tjekvik’s mobile-optimised site to confirm appointment details and provide relevant additional information. When they arrive at the dealership, customers will confirm or update those details via touchscreen, highlight the location of their vehicle, and drop-off their keys using dedicated lockers built into the kiosks. Each digital touchpoint features Vertu Motors / Bristol Street Motors or Macklin Motors branding to ensure a consistent corporate look throughout the entire process.
As well as improving customer service, the new self-service measures will enable the Group’s service advisors to spend more time with those customers who require additional assistance.
The digital check-in process will also allow dealerships to promote value-added products and services, such as season-specific offers, air conditioning checks and service plans. With many customers being more comfortable in choosing such items at a time to suit them, the feature takes the pressure off service advisors and will enable dealerships to drive additional revenues in a consistent and measurable way.
Each of Tjekvik’s digital touchpoints will be seamlessly integrated with the Group’s existing dealership management system and lead tracking tools, including Keyloop and RTC, to ensure an accurate flow of data.
Tjekvik, in partnership with Vertu Motors plc, has also implemented an extensive training programme for the Group’s aftersales teams to ensure colleagues benefit from best practice training and development.
Robert Forrester, Chief Executive at Vertu Motors plc, said: “We are delighted to have partnered with Tjekvik for the implementation of an optional self-service journey for our customers.
“I believe this is a game changer and the initial results are very promising, fitting well with our Group’s digital strategy. Giving our customers the opportunity to check in from home and the ability to utilise the self-service kiosks in our dealerships, ensures flexibility and a fantastic customer experience.”
Christian Mark, CEO and Co-founder at Tjekvik, comments: “We are thrilled to be supporting Vertu Motors plc on their journey to digitisation and are committed to providing them with the tools they need to streamline their aftersales processes and unlock new revenue opportunities.
“Our innovative self-service technology will create a premium, hassle-free customer experience and enable Vertu's service advisors to spend more time with customers who need or want additional assistance. We look forward to working closely with the Vertu Motors group to implement our technologies seamlessly across their entire network.”
Vertu Motors’ BMW and MINI centres were the first sites to implement Tjekvik’s digital self-service solutions in May last year. The roll out is expected to be complete by early May this year, with newly acquired dealerships to follow either later in 2023 or early 2024.