DEALER software provider CDK Global today unveiled its Connected Workshop – designed to pioneer a new era of open and connected industry collaboration and developed in response to new trends and challenges faced by retailers.
Working with industry partners such as CitNOW, CDK has created a suite of digital aftersales tools that personalise and streamline each part of the service customer journey through the workshop. From lead generation and service booking to digital vehicle health checks with personalised video, CDK Connected Workshop digitally transforms workflows in the service area, offering a seamless experience to consumers.
CDK said there was an increasing consumer demand for convenience, with most consumers now preferring to book their service online, so it was important for retailers to make sure they met this expectation.
Products from CDK Connected Workshop work together to send service reminders and allow customers to book appointments online. The time is immediately reserved in the workshop diary and the customer gets an automatic confirmation of their booking. To personalise the experience, customers are reminded of any outstanding work needed to their vehicle when they book their appointment.
CDK said that creating and maintaining customer loyalty in the aftersales area was a key challenge for retailers, so providing an efficient aftersales experience could be a great way to build loyalty there.
Transforming workshop operations with digital technologies could also help boost workshop efficiency, it said. Using tablet devices for customer check-in and check-out, technician clocking and vehicle health checks mean tasks can be carried out faster and information synched quickly with the DMS.
Stuart Miles, CDK managing director for the UK and Ireland, said: ‘The Connected Workshop experience is everything a retailer needs to take their workshop digital and deliver a great customer experience every step of the way.
‘By encouraging collaboration across our industry, CDK understands where new innovation can join the dots between multiple service providers. A great example of this is the use of integrated video with CitNOW. This gives workshops the opportunity to secure more work from VHCs, while helping to create a truly personalised experience for the customer.’
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