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West Way Nissan to save 10,000 hours a year after going digital post-lockdown

Time 9 months ago

West Way Nissan says digital aftersales could save it 10,000 hours a year of productive time, after it brought in new contactless check-in software developed with automotive digitalisation expert RTC.

The group’s 14 locations have been transformed as they reopen for business following the Covid-19 lockdown, with digital initiatives underpinning the safe and efficient running of workshops, complemented by on-site sanitation and distancing regulations.

Central to this is software that lets customers check in remotely for a vehicle service appointment, using their smartphone or computer, as well as the removal of the physical job card in place of tablet technology for advisers and technicians.

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The innovative software is the result of a partnership between RTC and West Way with the support of Nissan Europe to ensure it meets warranty requirements.

The intended roll-out was escalated to ensure the reduction of contact points and to make the facilities Covid-secure. It is also improving workshop bottom lines, says Nissan, by saving ‘considerable’ time and costs every day.

The paperless process eliminates common pitfalls of the physical job card set-up, such as repeated reprints of cards, damage, loss, storage and potentially illegible notes.

Staff can also get real-time status updates on how jobs are progressing, with a digital stamp ensuring a robust audit trail. The self check-in sends the user an encrypted link to an online portal, where they can review and approve the work to be carried out before handing keys over at a dedicated service point.

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West Way says it is already seeing the benefits in aftersales departments.

Sara Harris, marketing director at West Way Nissan, said: ‘The paperless solution and self check-in functionality is central to our post-lockdown aftersales business model.

‘Not only has it given customers the confidence to return to our locations, it also streamlines how our teams operate – automating administrative procedures, removing the inefficiencies of a paper-based system, and freeing up space that was previously reserved for physical storage.

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‘As a result, we have more time to focus on work throughput and customer service quality – which is crucial as our sites work to maximise every opportunity to make up for lost time.

‘Across our 14 sites, we will potentially free up 10,000 hours a year to spend on revenue-generating activities, instead of regulatory paperwork.’

Simon Coates, product director at RTC Automotive, said: ‘Providing the ability for consumers to check in online using their own devices was a natural extension to our evolving digital workshop strategy.

‘West Way Nissan’s invaluable input meant we could tailor the tool to the real-life needs of dealers and manufacturers, identifying and focusing on high-impact areas in terms of time savings.’

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