Volkswagen retailers introduce airport-style digital check-in kiosks

Volkswagen retailers across the UK have introduced Tjekvik's airport-style self-check-in digital kiosks in a bid to facilitate a contactless aftersales service.

The kiosks incorporate functions including self-check-in and check-out, a locked key drop and home check-in via SMS direct to the customer’s mobile phone.

Digital payment via SMS links is also a popular solution offered as part of the poartnership with Tjekvik, said the German OEM.

The kiosks were originally piloted across eight Volkswagen retailers over 16 weeks last year.

Currently, a total of 12 Volkswagen UK retailers operate the digital check-in kiosks, with up to 50 sites anticipated to be using the technology by the end of 2021, said Volkswagen.

Andrew Savvas, director at Volkswagen UK, said: “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.

“Implementing a similar system in our retailers allows some of the organisational 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 also allows quick drop-offs – for example if someone needed to drop their keys off at the retailer on their way to work.

“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.”

Volkswagen said one of its retailers had 81% of its customers checking in digitally and 55% checking-out digitally.

Across the network with the systems in place, around a third of customers check in from home via text message, 47% check in using the digital check-in kiosk, and a weekly average of 41 additional service plan enquiries are fielded.

Volkswagen said feedback from retailers had been positive, with colleagues able to direct more time and attention to customer care.

The Volkswagen Group’s rapid transition to electric vehicles (EV) has delivered its second-highest new car market share in Europe this decade, according to Jato Dynamics.