Technical 47 www.aftermarketonline.net SEPTEMBER 2024 Tjekvik, a provider of self-service technologies for dealerships, says aftersales saw rapid growth in the first half of 2024, cutting queues and boosting revenue Cashing in on digital self-service The first half of 2024 saw another sharp increase in the number of motorists using digital self-service solutions when interacting with dealer aftersales departments, according to Tjekvik. Half-year results indicate that record numbers of customers are choosing to avoid queues, particularly during peak times, by using digital solutions to check in and check out their vehicles brought to dealerships for service, repair and MOT. In the first half of 2024, Tjekvik said nearly two million digital self-service interactions took place at dealers globally using the group’s technology, which it said was equivalent to an additional 93,000 interactions per month. In the UK, customers have embraced Tjekvik’s home check-in service, with 55% choosing to check in their vehicles from the comfort of their own homes. Digital journey Significantly, 26% of these customers continue their digital journey using Tjekvik’s in-showroom check-in solutions. Tjekvik said it is now on track to exceed four million self-service transactions globally by the end of this year. Digital self-service technologies are also proving to be increasingly effective for driving sales of value-added products and services, such as seasonspecific tyres, premium lubricants, air conditioning checks and service plans. Tjekvik has found that many customers feel more comfortable in reviewing and purchasing such items away from the service reception. In the first half of 2024, customers interacting with Tjekvik technology purchased over 141,000 value-added items, generating more than £7 million in additional revenue, averaging almost £1.1 million per month across all sites. This represented a significant yearon-year increase, with over 3,000 more items sold per month, contributing an extra £420,000 in monthly revenue compared to 2023. This revenue boost can be partially attributed to the average value of purchases increasing from £35 to £50 compared to the first half of last year. Customer service Tjekvik said its services are also an efficient way to generate sales leads and drive retention tools such as service plans. There were 59,611 vehicle valuation requests, up by nearly 2,000 requests per month compared to the same period last year; while an additional 980 service plan enquiries were generated with 57,564 sold in total. Christian Mark, CEO and co-founder, said: “Our 2024 half-year results underscore the increasing demand for digital self-service in automotive aftersales. Customers are looking for faster, more convenient, more personalised experiences. By choosing our digital solutions, dealers can focus on providing higher-quality customer service while driving additional revenue through value-added sales.” Tjekvik’s technologies, which have been adopted by major dealer groups including Group 1, JCB, John Clark, Hartwell and Vertu, enable customers to check in and check out their vehicles at a time and place most convenient for them, either at home, or at dealers via tablets and easy-to-use touchscreen kiosks. Instead of waiting for service advisers to become available, customers use digital self-service to provide preservice instructions, select added-value items, provide authorisation and drop off their keys.
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