Inchcape has taken a major step towards a more effective and efficient business after renewing an agreement with us to implement our Self Check-in at all of its UK showrooms – effectively adapting to new customer preferences for a smoother buyer journey.

As an early adopter of our specialist aftersales solutions, Inchcape first implemented its suite of aftersales solutions a decade ago and they have utilised RTC software to automate several processes, from customer booking and check-in to workshop, inspection and outbound contact.

By continuing to work together, Inchcape is evolving its use of technology to cater to new customer requirements for contactless check-in and online service booking. The renewed agreement will see numerous Inchcape dealerships adopt our Advisor App, which enables customer representatives to check customers in and out of the workshop digitally, quickly and efficiently without the need to sit behind a desktop computer. Health check, arrival status and pre-inspection, booking management and check-in and out are all managed seamlessly within the app and linked back to Inchcape’s core workshop management software.

Andrew Middleton, Aftersales Director at Inchcape UK, said the partnership is an important part of its future strategy: “We understand that customer preferences are changing rapidly, largely accelerated by recent events we have seen across the globe. By continuing our partnership with RTC, we are able to quickly adapt our customer service processes to offer more self-serving, digital focused means of dealership interaction.

“Digitalisation also plays a major role in our overall strategy to improve employee and workshop productivity. Remote devices and instantly accessible applications mean our teams can work more efficiently around the workshop and operate on a greater number of vehicles a day without compromising quality or the safety of themselves and our customers.”

Richard Robinson, Chief Operation Officer at RTC Automotive Solutions, added: “Inchcape is a great example of a dealership investing in digital solutions to improve workshop productivity and respond more effectively to changing customer requirements. As motorists continue to seek out more convenient ways to visit servicing departments, digital is going to play an increasing role in customer retention strategies.”

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