West Way Nissan has implemented a new contactless check-in software developed in collaboration with RTC, and says that digital aftersales could save it 10,000 hours a year of productive time.
The group’s 14 locations have been transformed as they reopen for business following the COVID-19 lockdown, with digital solutions underpinning the safe and efficient running of workshops (complemented, of course, by on-site sanitation and social distancing regulations). Central to this is software that allows customers to self check-in for a vehicle service appointment remotely, using their smartphone or computer as well as the removal of the physical job card in place of tablet technology for advisors and technicians.
The innovative software solution is the result of a partnership between RTC and West Way – who helped us tailor the tool to the real-life needs of dealers and manufacturers – with the support of Nissan Europe to ensure it meets warranty requirements.
West Way says it is already seeing the benefits in aftersales departments. Sara Harris, Marketing Director at West Way Nissan, commented:
“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.
Rather than using a physical job card, the paperless solution eliminates common pitfalls of the job card set-up, such as repeated reprints of cards, damage, loss, storage and illegible handwritten notes. Staff can also get real-time status updates on job progression, with a digital stamp ensuring a robust audit trail. The self check-in solution sends the end-user an encrypted link to an online check-in portal, where they can review and approve the work to be carried out before handing keys over at a dedicated service point.
The intended roll-out was escalated to ensure the reduction of contact points and making the facilities COVID-secure. It is also demonstrating the ability to improve workshop bottom lines by saving considerable time and costs on a daily basis. Harris continued:
“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.”
RTC has been working with West Way Nissan for more than 10 years, and we are delighted to see how our digital solutions have helped ensure all their sites are not just COVID-secure, but highly productive too.
Find out more about our new online self check-in software here