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CASE STUDY / INDUSTRIAL

Best selling premium vehicle brand streamlines post-sales services and improves CX through a digital kiosk solution

Enabling frictionless service and increasing customer satisfaction with Softtek by digitizing after-sales services.



About the customer

Global premium car manufacturer.

2 million+
passengers cars sold in 2019

150,000+
employees worldwide

30+
production and assembly sites across 14 countries

Global sales network with representation in 140+ countries

 

Business challenges

The operational limitations of after market auto-service processes were impacting customer experience and satisfaction.

 
1

Original car service check-in and checkout processes were impacting customer satisfaction and dealership operations.

2

Essential to avoid negative impacts on image and loyalty associated with a bad customer experience.

3

Opportunity to optimize operational cost of dealerships and provide extended service hours.

4

Personnel availability limited service capacity.

How Softtek comes into play

Softtek implemented a versatile, secure digital kiosk solution that adapted to individual dealership needs in order to streamline the car service process and enhance customer experience.

Re-design and streamline vehicle service check-in and check-out to increase efficiency and enchance customer experience.

Configure Kiosks to meet dealership's main operational needs.

Ensure the safety and security of client-kiosk digital processes through mobile app.

Group 385

Business impact

Softtek’s innovative solution established seamless car service reception and delivery, delighting customers and providing operational efficiencies that allowed the extension of service hours.

Built-in ability to launch targeted after-sale service promotions by location

Increased dealership's efficiency and optimized operational costs

Implemented a complete, self-service digital platform to fulfill post-sales services

Established a new disruptive customer experience in the market, providing extended service hours (24x7)

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