Vertu launches digital self-service features for aftersales

Vertu Motors is rolling out new digital self-service technology for new check-in and check-out solutions across its aftersales departments throughout its network.

The dealer group has signed an agreement with self-service technology business Tjekvik to help minimise queues in the aftersales department at dealerships during peak times.

It is hoped this will create a “hassle-free” 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 touchscreen kiosks.

The kiosks can also be used by the customer to collect their keys once work is completed. 

Vertu said 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.

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, with newly acquired dealerships to follow either later in 2023 or early 2024.

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.

Value-added products and services

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.

Each of Tjekvik’s digital touch points will be integrated with the group’s existing dealership management system and lead tracking tools, including Keyloop and RTC, to ensure an accurate flow of data.

Robert Forrester, Vertu chief executive, said: “The implementation of an optional self-service journey for our customers 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.”