In 2020, Volkswagen UK started a pilot project introducing digital kiosks for its customers at eight locations. The project was such a success that it will be rolled out to as many as 50 locations by the end of 2021.
The kiosks are described as similar to the check-in kiosks travelers find at an airport and are supplied by Tjekvik. Naturally, they’re optimized for the dealership, though, and have functions like self-check-in and check-out, a locked key drop, digital payment, and more.
The services aren’t limited to the kiosks, either. The system can be used via smartphone, so customers can accomplish many of those functions anywhere, even paying for their service from their phone. The service also apparently allows dealership employees to focus more on customers and less on triage.
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“An airport is arguably one of the most efficiency- and logistics-focussed locations that people visit, and digital check-in kiosks contribute to that considerably,” said Andrew Savvas, director at Volkswagen UK, in a statement. “Implementing a similar system in our retailers allows some of the organizational work to be dealt with digitally, and frees up more time for both our customers and our talented retailer staff, enabling them to even better deliver the stellar customer service they’re renowned for.”
The system is also a welcome addition because it helps avoid unnecessary contact during the Covid-19 pandemic.
“Add to this the elements of Covid-safety and security, and you’ve got a surprisingly simple yet compelling addition to the traditional car retailer that benefits both the customer and the staff immensely, and fits with the brand’s digital connectivity ethos wholeheartedly,” said Savvas.
According to VW, there 12 dealers using the kiosks right now and 47% of customers at those locations are checking using the kiosks while an average of 41 more services plan inquiries are fielded during a week. Some customers are more eager than others, though, with one dealership having seen 81% of its customers sign in using the kiosk or phone app.
