Inchcape to share aftersales self-service success story at AM Live

Inchcape will share the group's views on how self-service can help transform service operations as part of a special presentation at next week’s AM Live.

The event, brought to you by AM and the National Franchised Dealer Association (NFDA), is free to attend for franchised and independent dealer professionals and is being held on November 9 at the NEC, Birmingham.

Andrew Middleton, Inchcape UK’s group aftersales director and Andrew Moss, Inchcape Volkswagen aftersales director will talk about how the business is offering customers a range of options when it comes to interacting with maintenance and repair at its dealerships.

Self-service can offer customers increased speed, added convenience and a more personalised experience.

Instead of waiting for service advisers to become available, customers can use digital self-service to provide pre-service instructions, select added-value items, provide authorisation and they can also drop-off their keys at kiosks at the dealership.

Dealers are using digital check-in to promote value-added products and services to customers, such as season-specific tyres, premium lubricants, air conditioning checks and service plans.

Middleton and Moss will be joined by Nick Pratt, Tjekvik’s chief commercial officer, to share further details on areas like how self-service can affect consumer behaviour, as well how offering more options to customers can boost the bottom line.

Tjekvik has already seen a 40% year-on-year increase in the number of UK customers opting to check-in for their vehicle service in the first half of this year.

Introducing self-service options has alerady enabled a £50,000 incremental uplift in aftersales revenues for some workshops already.

This aftersales session is one of 18 sessions available for free as part of AM Live. A packed schedule of content is available covering aftersales, sales, strategy and digital innovation, including topics like artificial intelligence and automation, the agency model, challenger OEMs and more.

• Register now for your free ticket to AM Live on November 9 at the NEC

• Explore the AM Live agenda at www.automotivemanagementlive.co.uk/whats-on