Digital kiosks in dealership service areas allow customers to check-in and select services without interaction with a service advisor.
Upon approaching the kiosk, the customer is prompted to enter their phone number via touchscreen. From there, the customers' primary information is displayed for verification of name, address, vehicle type, and preferred method of contact. The customer then chooses the services their vehicle needs from various menu options and selects how they would like to be contacted with updates regarding their vehicle service. Recalls pertinent to the customers' vehicle also are displayed on the screen during the check-in process.
"Our goal is to change the perception of the dealership experience,"
"The way I see it, there are two types of customers,"
Bellavia said in December the kiosk in the
According to Bellavia, a kiosk check-in on average takes a quarter of the time of a service advisor check-in.
Across the seven pilot dealers, the average customer check in time using the kiosk is just over two minutes, according to the press release. Additionally, 84% of Bellavia's users said the kiosk made their check in experience easier and 90% said it was able to answer all of their questions.
Outdoor versions of the kiosk also are being piloted to provide access to vehicle drop-off or pick-up any time of day or night, regardless of service center hours. Outdoor kiosks offer similar options as the indoor iterations and will eventually have the added capability of accepting and delivering keys.
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