Top 7 VALUES in the customer experience in automotive workshops

We live in a digital world where we have become used to accessing leisure, health, food or general consumption at the click of a button. Whether it’s long-term planning or a last-minute change of plans, it’s very popular to use technology to access the big database: the Internet!

Increasingly, we prioritize the quality of personal and family life and value experiences over possessions. Global trends show a tendency for the new generations to be disinterested in buying a car, in some cases not even having a driver’s license. And this is only going to get worse!

How are workshops customers evolving?

One Sunday afternoon, returning from an intense day with the family, the car gives a service call. Relaxed on the sofa, the couple is chatting about the week ahead and realize that they need to have the car serviced before the end of the month, as they have a vacation trip planned. It is at this precise moment that they are looking for a garage near the work of one of the two of them, which is a complete garage and guarantees same-day delivery. They would like to know if it is necessary to change tires, brake pads or pass the MOT check… No surprises!

Almost by chance, although they say they don’t exist, they find a well-located workshop that provides them with all their needs:

Information. The workshop is able to provide all the information on services, availability, capacity and prices in a clear and concise manner.
Immediacy. In addition to providing information, the workshop has a comprehensive online appointment solution that ensures that the customer is informed of workshop load, service availability, prices and even replacement vehicles; if necessary, all automatically and online.
Agility. With a good internal organization, the workshop is able to adapt its processes to the customer’s needs, especially in case of re-planning during the repair.
Transparency. The workshop communicates the status of the repair at all times, providing adequate visual and technical information in common language.
Minimal impact on the schedule. The workshop performs a reception and return of the vehicle adapted and focused to the customer’s requirements as well as to the repair needs of the vehicle.
Personalization. A reliable workshop knows the particulars of each vehicle and customer and is able to assist in the customer’s decision making.
Proactivity. The workshop has been gathering the necessary information to anticipate the needs of the customer and his vehicle.

Back on the couch on Sunday afternoon… do most of us remember car maintenance and look for our garage? The truth is, emphatically not. We can call it AI, connectivity, CRM strategies, proactivity or all of them together. What is clear is that, in a world as competitive as the one that is coming, the workshops that are able to offer these 7 points will be the ones that will make the big difference.

It is in this type of situation that workshops are grateful to have facilitating tools like ours, capable of adapting to an unstoppable digitalization process.

Pau Barca Coll

CEO de Cloud Active Reception