Vehicles require periodic service/maintenance and peripheral tasks to keep them running. Additionally, assistance incase of emergencies such as roadside breakdowns, accidents also factor in . As an automaker, how can digital intervention help better serve customers in maintaining vehicles?
The Automaker wanted to enhance the experience of owning vehicles beyond good service at dealerships. To better serve the customer, an application was recommended that would manage all tasks and be mobile-accessible. Tasks such as periodic service/maintenance, upgrading accessories, fuel cost calculators etc were derived from the customer aftersales journey.
Even with the facility of booking a service online, there was no indication of progress or status of the vehicle.
Although customer care facilitated road side assistance, the absence of GPS tracking made the wait time for customer in stress longer.
Owner details and documentation were missing as was a consolidated view of all past services rendered. There was no single platform that could cater to both
From vehicle ownership receipt, to service records, there was no single touchpoint for managing documentation.
The average time spent on accomplishing a task.
Attempts vs correctly completed tasks
Holistic Overview for all documentation and owner details
Documentation for all required services, general registration
Service Status tracking in real time with frequent updates and notifications
GPD enabled road side assistance for tracking arrival time and location