CDK Global is pioneering a new era of open and connected industry collaboration. Working with industry partners such as CitNOW, CDK has created a suite of digital aftersales tools that personalise and streamline each part of the service customer journey through the workshop.
From lead generation and service booking to digital vehicle health checks with personalised video – CDK Connected Workshop digitally transforms workflows in the service area, offering a seamless experience to consumers.
This concept has been developed in response to new trends and challenges faced by retailers. The first trend is the increasing consumer demand for convenience. A recent study showed that 79%* of consumers prefer to book their service online, so it’s important for retailers to make sure they meet this expectation.
To help join the dots, products from CDK Connected Workshop work together to send service reminders and allow customers to book appointments online. The time is then reserved in the workshop diary immediately and the customer gets an automatic confirmation of their booking. To personalise the experience, customers are reminded of any outstanding work needed to their vehicle when they book their appointment, helping build trust and showing an understanding of their specific needs.
Secondly, creating and maintaining customer loyalty in the aftersales area is a key challenge for retailers. In fact, research by CDK found that just 18%** of consumers return to the same dealership after the first two services, so providing an efficient aftersales experience could be a great way to build loyalty in this area.
Thirdly, transforming workshop operations with digital technologies can help boost workshop efficiency. Using tablet devices for customer check in/out, technician clocking and vehicle health checks, mean that tasks can be carried out faster and information is quickly synched with the DMS.
Stuart Miles, CDK managing director for the UK and Ireland, explained: “The Connected Workshop experience is everything a retailer needs to take their workshop digital and deliver a great customer experience every step of the way. By encouraging collaboration across our industry, CDK understands where new innovation can join the dots between multiple service providers. A great example of this is the use of integrated video with CitNOW. This gives workshops the opportunity to secure more work from VHCs, while helping to create a truly personalised experience for the customer.”
This collaborative, consumer focused approach provides a more connected industry that links the online and in-store experience and enables dealerships to adapt more easily to new retail trends.