TRUST is the biggest reason customers return to a workshop according to new research commissioned by CDK Global.
Having trust in the workshop was cited as the most important factor by 72% of respondents followed by convenience which polled 18%.
With particular emphasis on building customer trust and convenience, the Connected Workshop system from CDK brings together six core areas of a maintenance department. With trust and transparency at the core of the system.
The system integrates online service bookings, mobile customer check-in, digital vehicle health check (VHC), and video-based CitNOW technology to deliver a professional and modern experience to customers.
The end-to-end workshop integration enables automatic customer notifications of service and repair status, facilitates mobile-based customer approvals for additional work, and can even schedule follow-up contact – based on ‘amber’ work advisories.
With a high degree of automation and the eradication of data duplication, the Connected Workshop system maximises ‘earning time’ for front desk and workshop functions.
Stuart Miles, Managing Director for UK and Ireland at CDK Global, said: “Our research shows that if we can secure customers’ trust, we’ll maximise opportunities to retain more than two thirds of a workshop’s potential audience.
“CDK’s clever integrations enable highly-personalised automated contact with the customer and eliminate duplication of data for service reception teams and technicians. The result is high efficiency, less down time, plus happy customers who come back again and again.”