The automotive industry is currently undergoing extreme change. Tesla and co. have driven the whole of electromobility forward and the industry is experiencing a new era with many changes. But apart from the technological changes, the question arises as to how far the industry has come in terms of digitalization. Digital means are intensifying the customer experience in a new way. But what does the implementation look like?
Configuration of cars
Whether the VW website1, BMW2, Mazda3Mercedes or Volvo4 there is a configurator for the car of your dreams hidden everywhere. This technology enables customers to put together their dream car step by step.
A subsequent agreement for a test drive of the selected car model at a nearby dealer is usually possible. Test drives are also available without configuration. However, there is still room for improvement when making appointments online. Often there are only forms available that ask for a preferred date for the customer. An intelligent comparison of available appointments is often missing. This results in additional work in coordinating appointments between dealers and customers.
Service bookings
The annual service is due or the tires need to be changed for the season. Every car owner has to attend standard service appointments, although extraordinary services are also due in between. Many providers are exemplary in offering online appointment scheduling for various services. With intelligent online appointment scheduling, Mercedez5 stands out. The booking is made step by step with the desired partner and the customer then receives a booking confirmation with a reminder.
ATU has also been offering a comparable service booking since 2013.6 However, the desired service is selected first before a location can be chosen.7 Customers can therefore conveniently organize their service appointments online and independently.
Online showrooms and live consultations
The coronavirus crisis has driven some digital methods forward. This has not bypassed the automotive industry. Hyundai8 or Mercedez9 have been offering online showrooms ever since. Consultation appointments can be booked from the comfort of your own home and conducted via video chat. An advisor is ready and waiting with the car and provides a slightly different kind of consultation.10 Audi is going one step further in this area. More than 40 dealerships in Germany already offer live advice using smart glasses. During the online consultation, the advisor wears glasses that record everything the advisor sees. For example, they show functions inside the car. In addition, the advisor can display images and other links that offer the customer a unique customer experience.10
Would you like to find out how online appointment scheduling brings concrete benefits for the automotive industry? Then take a look at this article!
