Customer success story: K Auto increases customer satisfaction by taking a proactive approach to vehicle care
Challenge
K Auto was confronted with a challenge when several of its customers started getting the same error code in their vehicles. This was a recurring issue for which the automotive factory did not have a fix at the time.
Thus, K Auto needed to find a solution that would enable it to be proactive in communicating about the error code and manage customer expectations while waiting for the factory to come with a solution.
Solution
To manage the situation, K Auto used Connected Cars’ workshop management system to monitor the status of its customers’ cars in real time, particularly the recurring error code. This enabled workshops to call customers as soon as the error code occurred and notify them of the situation, as well as reassure them that they could safely keep on driving until a solution was found.
Our cooperation with Connected Cars started with the need of online diagnostics for the Commercial Vehicles Fleet customers. “Time is money“ for the fleet customers and everyone tries to avoid additional visits at the workshop. Quite fast during the pilot phase we noticed the need of online diagnostics, and active monitoring of Service reminders is really appreciated especially with the Fleet customers.
– Samuli Aalto, After Sales Manager, K Auto Oy — Volkswagen Commercial Vehicles
Since then, K Auto has expanded its use of the Connected Cars workshop management system and implemented it in all of their Volkswagen Commercial Vehicles workshops. Together with their call centers, workshops can now keep track of the status of their customers’ cars and reach out as soon as an issue occurs. Being proactive allowed K Auto to differentiate itself from the competition, by becoming a trusted partner for its customers.
K Auto has also implemented Connected Cars’ fleet management system, which it licenses to its customers. This comes as a great advantage when closing a sale, as K Auto can offer an extra service that its customers can benefit from.
Results
Overall, K Auto has had a successful experience with the implementation of the Connected Cars solutions.
By using the Connected Cars workshop management system and being proactive, K Auto was able to streamline the customer communication flow. This led to an increase in customer satisfaction and improvement of the customer experience.
Additionally, the company is experiencing a growing interest in the fleet management system. With Connected Cars, K Auto is able to offer its commercial customers a solution that delivers more than the usual advantages of a fleet management system. Thanks to the workshop integration, customers can easily keep track of their vehicles’ status and can safely rely on their preferred workshops to be ready to assist them as soon as an issue occurs.
Many fleet customers are interested in the Fleet administration tool. Many of them already have GPS-tracking solutions to locate the vehicles and record the driving data of the vehicles.
But with the Connected Cars solution, we can offer new services to help fleet management at the customer level. Customers can save a lot of time when all the Service and Maintenance administration of the vehicles is done for them by the local Volkswagen Service Partners.
– Samuli Aalto, After Sales Manager, K Auto Oy — Volkswagen Commercial Vehicles
K Auto is a privately owned Finnish importer of Volkswagen, Volkswagen Commercial Vehicles, Seat, Cupra, Porsche, and Audi.
The collaboration between Connected Cars and K Auto is currently solely focused on Volkswagen Commercial Vehicles.
