Migration to Self-Service: Automotive Roadmap For Success

Blog November 2, 2023

Discover how a small Norwegian startup has paved the way for a new era of self-service technology, offering a roadmap for success that transcends the whole mobility sector and inspires us all.

The boom in electric vehicle sales creates a complex aftermarket situation: Service lanes with lower maintenance, the introduction of new automated workflows and a high demand for digital customer interaction before and after the service visit.

At the same time, it´s a large market of workshops that struggle to effectively target owners of older cars. New digital workflows are vital ingredients to keep this price-sensitive segment satisfied through the right self-service check-in and checkouts, offering the option of using certified recycled parts, service plans and buy-now-pay-later finance for major bills.

Let´s explore the roadmap for automotive aftermarkets and garages that can meet that challenge and evolve into EV service and battery repair specialists, and how workshops serve owners of older cars while protecting their after-sales revenues for years.

Efficiency: The new technology streamlines processes, enabling automotive aftersales to serve more customers in less time. Digital transformation can lead to increased revenue streams and improved customer satisfaction.

24/7 Availability: Self-service kiosks and smartphones can operate around the clock, allowing customers to interact at their own convenience, even outside regular business hours.

Reduced Labor Costs: Automotive businesses can reduce labour expenses by automating tasks that would otherwise require staff. This is particularly valuable in aftermarket service and workshop operations.

Improved Order Accuracy: Digital workflows reduce the potential for human error, leading to more accurate orders, logistics and transactions.

Data Collection: Smartphones and self-service kiosks can collect valuable data on customer preferences and behaviours, which can be used for targeted and personal information to each customer on top of improving product and service offerings.

Customization: Smartphone frontend applications and self-service kiosks can be tailored to specific automotive workflow needs and branded to match a company’s image or present a multibrand philosophy.

Queue Management: Smartphones in combination with kiosks can help manage queues by diverting routine transactions away from human staff, reducing congestion.

Language and Accessibility: Communication can be designed to support multiple languages and accommodate people with disabilities, making services more inclusive.

Cost Savings: Today, self-service kiosks connected to smartphone customer journeys can lead to significant cost savings, particularly in industries like automotive and car rentals.

Customization: The new digital solutions offer highly customizable journeys to meet the unique needs of modern automotive customers. This is of significant value today and even more in the future.

Scalability: Digital workflows are directly scalable, meaning the self-service functionality can grow with an automotive’s digital transformation without significant disruptions or cost increases.

Integration: The ability to seamlessly integrate with other software and systems that modern automotive businesses are already using is a crucial value.

Data Security: A robust data security program in compliance with industry regulations, is especially important for automotive retailers handling sensitive customer data.

Cost-Effectiveness: External plug-and-play digital solutions with open APIs are a cost-effective alternative to traditional DMS in-house development or customizations. The new solutions are often subscription-based, and no need for in-house IT infrastructure.

Support and Training: Offering comprehensive customer support, onboarding assistance, and training programs is a significant value, ensuring that service advisors, mechanics and management can make the most of the digital transformation.

Continuous Updates: Suppliers of the new solutions often provide regular updates (releases) and improvements to the software platform, keeping it up-to-date and competitive.

Sharebox enables modern automotive retailers and workshops to transform digitally and allows customers to be self-served on service and maintenance visits.

Posted by Sharebox CMO, Kjetil Faye Lund