The automotive industry is currently undergoing a transformation. New tools are constantly being used, particularly in digitalization, which are used in consulting or in the workshop. Find out more in this article! Calenso shows you why making appointments online has many advantages, especially in the automotive industry.
The automotive industry in the Corona era
Physical consultations are currently not possible due to the corona-related contact restrictions. This is why many businesses have had to switch to alternative methods of counseling. Even now, after the reopening, strict protection concepts with access restrictions must be implemented. As a result, more and more businesses are making appointments online. Regardless of whether it is a service agreement in the workshop, a test drive with the latest model or a consultation in a car dealership - making an appointment is (currently) necessary everywhere. However, garages are often reluctant to use an online appointment scheduling tool as they often cannot be integrated into their existing systems. Even if the possibility of making appointments by telephone is still very much desired in the automotive industry (70%), appointments made online will often only be made online in the future. 11 The example of the car dealership11shows impressively that making appointments online leads to an enormous reduction in workload:
A striking example. The tire months of April or October. If you have 500 sets of tires stored in your tire hotel, for example, you have to make no less than 500 (!) phone calls for service. If this is done online in real time, what a "relief" for all concerned. Ergo: You have to actively promote online service appointment booking.
An Audi partner in northern Germany has also confirmed that there has been a significant increase in online appointments due to the coronavirus. Before the crisis, an average of 10 appointments were made per week. Currently there are 10 per day.12 Robert Kunzmann GmbH, which was recently awarded the Top Shop 2019 quality seal in the Motor, Sport and Outdoor category by Computer Bild, also says that online appointments are one of the most important features on "Mein Kunzmann".13
Apart from Corona - Normal times
However, a 2019 study by TÜV Nord, the trade magazine "Autohaus" and the Institut für Automobilwirtschaft (IfA) shows that the demand for online appointments was high even before coronavirus. For service and workshop appointments, more than a third of business and private customers surveyed would be in favor of making appointments online. However, the reality shows that 42% of providers do not offer an online booking solution. In addition, online appointments are mostly suitable for less complex work, such as oil changes, tire changes, general inspections and wear and tear repairs. The time required for such work is easier to calculate. In addition, many respondents were positive about cost estimates or processing times - contrary to expectations, these are not requested immediately. This makes the introduction of the digital scheduling coordinator much easier. Only 6% of respondents still require personal contact when making appointments. This impressively shows that workshops and garages also have the potential to make appointments online - even without coronavirus.14, 15
The fact is that online appointment scheduling is also becoming increasingly important in the automotive industry. Due to the coronavirus, it has been introduced across the board and is now showing many car dealerships and workshops that everyday life is much more relaxed with online appointments.
