7:42 am, August 5, 2020
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.
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.
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.
‘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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