Lancashire-based Bowker Motor Group is preparing to launch a new Digital Service Reception facility to give customers greater options for a contactless check-in and check-out at its BMW sites.
Many industry commentators say that the new regime of contactless customer communications will remain in a post-pandemic business as customers are now accustomed to high-tech interactions.
Working with retail motor sector app specialists AU Assist, the Bowker Group has installed a system to ensure the customer feels safe and comfortable in re-engaging with their chosen dealership, giving a choice on how they check-in for their service. They can operate the check-in kiosk on site, the QR code displayed in service reception, or the link sent to them by the dealership. The customer chooses their preferred option, follows the process and places their keys into the secure drop point.
AU Assist develops apps and communications systems specifically for the retail motor industry, designed to connect customers to dealerships via improved communications, enhancing sales, marketing and aftersales.
The system is designed to provide Bowker with the capability of upselling services to the customer at various points of the interaction, as well as storing their electronic actions and signature on the Group’s DMS.
At check-out, the customer receives a unique code to retrieve their keys from the secure key unit.
AU Assist CEO Martin Stokes says: “Bowker Motor Group shares AU Assist’s vision to provide the customer with real choices and to create a safe and seamless customer journey. We are already looking at the next stages of development and integration.”
The Bowker installation follows the move by further outlets including Wilsons of Epsom to adopt the app technology. Wilsons has also commissioned AU Assist to develop a bespoke customer app for communicating on important dates and allowing customers to book directly into the dealership for service and MOT.