Tag: aftersales

Pinewood Partners with Tjekvik

Tjekvik is delighted to partner with Pinewood Technologies to improve the digital service experience for their mutual automotive customers.

The Tjekvik Digital Service Reception software enables dealers to digitalise the customer journey, alongside the built-in tools in Pinewood DMS. Tjekvik lets customers skip service desk queues using the at-home and in-dealer self-service check-in and check-out software. This ensures a quicker and easier process for the customer. It also reduces pressure on dealership staff. This is especially useful during busy periods such as early mornings and early evenings prior to closing time. The software includes dealer-set customer journeys, invoice enhancement opportunities, and online payments, providing dealers additional revenue as well as improving the customer experience.

Year to date, Tjekvik dealers in the UK have sold £1.2 million in added value items. They’ve generated 21,000 leads for service plans, and collected over £1.5 million in online payments through over 700,000 customer interactions.

Neville Briggs, Managing Director at Pinewood added:

“Through our partnership with Tjekvik, we’re supporting dealers to further improve their service experience. Dealers must have the right tools to satisfy customer needs – especially in today’s competitive market where flexibility and convenience are priority.”

Tjekvik Global Business Development Director, Nick Pratt commented:

“We see our partnership growing with Pinewood delivering even more efficiencies to dealers in the UK and abroad. We will work together to improve connectivity and make the process even more efficient, saving valuable time for both dealers and customers”

Tjekvik integration with Pinewood DMS has already begun rolling out into dealers across the UK. It is now available to Pinewood customers.

Get in touch to find out more.

Pinewood supports EV retailers to maximise workshop returns

It’s no longer a debate of whether electric vehicles will take off or turn out to be a passing trend. With the UK Government insisting that 50% of new vehicles will be zero emissions by 20281, and 100% by 20352, the change is now a reality.

According to Pinewood Technologies, dealers must make use of the tools in their DMS to uncover new profit opportunities and stay ahead of the curve when it comes to electric vehicles. Pinewood have been working with dealers across the Nordics where 84% of all new cars sold across Norway in January 2022 were electric vehicles3.

Stine Mundal Hagen, Corporate Business Development Manager for Porsche Norway said: “Pinewood DMS has given us the perfect tool with which we can monitor and steer all aspects from trade ins, car sales to service and used cars. Combining this with the financial capabilities of the system, we have reached new levels of process excellence in our operations. Pinewood’s extensive experience in the retail car industry has greatly helped us in our quest for increased value and service for our customers.”

It’s no secret that hybrid and electric vehicles have fewer serviceable parts and longer service intervals than traditional petrol or diesel cars. Because of this, electric vehicles may appear less profitable for workshops on the surface. However, dealers can prepare their teams with alternative ways to bridge this revenue gap.

Timely communications

It’s vital that dealers use their DMS effectively to maximise profits. Service Advisors must ensure every customer receives regular reminders, with a link to book their car in. Mark Davis, Dealer Principal at Brighton Honda explains that being able to set contact plans and send branded service reminders in Pinewood DMS is essential for his business –

“The customer experience is great with Pinewood DMS. We can send text reminders in a touch of a button from the service department. It’s really brought us into the 21st century with what people now expect with their online experience.”

Increase upsell 

After securing the booking, Service Advisors are presented with a golden opportunity – to upsell more cosmetic repairs, like dents and paintwork. With a system like Pinewood DMS, dealers can create custom checklists and adapt services by brand or vehicle type, helping Technicians to identify and upsell more additional work.

Save time managing multiple teams

Servicing electric vehicles requires working with batteries, so dealers will need to expand or upskill their aftersales teams to include electrical engineers. Inevitably, dealers need a system that handles multiple labour rates – especially if the workshop caters for both hybrid/ electric and petrol/ diesel engines. Many systems on the market are not equipped to handle this, so dealers must weigh up the implications and challenges if their system falls into this category. Without a sufficient DMS, dealers will need to manually calculate the labour rates – which can be inefficient and time consuming.

Planning ahead to maximise productivity

Vehicle retailers must consider the extra safety precautions needed to run an electric vehicle workshop – such as handling high voltage batteries, and accessing specialist tools and equipment. This will involve building separate workstations for EV teams, safely distanced from the petrol/ diesel vehicle bays. The changes will affect the workshop diary, so it’s key to get a DMS that can handle this, to maximise productivity and draw the best possible returns.

For example, Pinewood’s Workshop Planner makes it easy to manage different skillsets and service teams, or schedule repairs based on productive hours for each area – saving hours and boosting efficiency for EV Workshop Controllers.

The future for EV dealers…

With electric vehicle sales only set to increase, dealers need to have the right tools in place to maximise revenue and profits. With close relationships supporting dealers in the leading electric vehicle markets worldwide, Pinewood offers a strong solution for EV retailers.

If vehicle retailers are interested in learning more about Pinewood’s EV offering, visit: www.pinewood.co.uk/contact-us

 

REFERENCES:

  1. Sharpe, T. (2022, April 8). Government proposes that half of all new car sales must be EV by 2028. Retrieved from AM-online: https://www.am-online.com/news/market-insight/2022/04/08/government-proposes-that-half-of-all-new-car-sales-must-be-ev-by-2028
  2. COP26 declaration on accelerating the transition to 100% zero emission cars and vans. (2022, Apr 8). Retrieved from gov.uk: https://www.gov.uk/government/publications/cop26-declaration-zero-emission-cars-and-vans/cop26-declaration-on-accelerating-the-transition-to-100-zero-emission-cars-and-vans
  3. Hill, J. (2022, February 3). Norway’s stunning new EV numbers: 84% of new car sales in January all electric. Retrieved from The Driven: https://thedriven.io/2022/02/03/norways-stunning-new-ev-numbers-84-of-new-car-sales-in-january-all-electric/

Pinewood Wins at the Motor Trader Independent Dealer Awards

Pinewood was announced as the overall winner for ‘IT Innovation of the Year’ for the Zero-Touch Service Journey, at the Motor Trader Independent Dealer Awards 2021.

We’re always looking to improve Pinewood DMS to help dealers perform every aspect of their customer journey in the simplest way possible. Our response to the pandemic was to create a Zero-Touch Service Journey, allowing dealers to perform the entire aftersales experience digitally, without any physical interaction with customers.

“With all this hard work, we are incredibly honoured to be recognised by Motor Trader,” says Neville Briggs, Managing Director at Pinewood.

We looked at each aspect of the digital service journey and developed a host of new tools to improve dealer workflows directly in Pinewood DMS. Working with a select few pilot dealers, we proved then rolled out each element of the journey. We provided free integration with the DVLA, keeping MOT data up to date – this became hugely important when MOTs were pushed back throughout the pandemic.

Using a proven and secure online payment solution, dealers can offer their customers the ability to pay their service invoices online before collection. The Barclays EPDQ solution is fully integrated with Pinewood DMS, once the customer pays on the portal, the money is directed straight to the dealer’s bank account and appears in the DMS Accounts module.

Briggs explains: “It’s quick and easy for service customers – they can book a service on the website and are then sent a link straight from the DMS which shows them the job card with all work planned for their vehicle. Before the vehicle even arrives at the dealership, customers can approve repair work with an eSignature. The vehicle is picked up by a member of staff and the job progress tracker tells the customer exactly what stage the vehicle is at while it’s in the workshop. The entire process is seamless and updates the job automatically within the DMS.”

While COVID may not be permanent, many dealers are embracing digitalisation in their businesses. Even as we are returning to normality and dealers have more freedom to engage with customers face-to-face, our Zero-Touch Service Journey is now an essential part of the customer experience.

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