THE impact of the Covid-19 pandemic restrictions is driving a new force of digital transformation across the industry, powered by customer demand.
Vehicle Vision, provider of video systems for the automotive sector, reported that almost 90% of customers across dealership networks are choosing to use its digital aftersales platform when given the opportunity to do so.
The company also reported a 20% increase in conversions from 2019 to 2020 with customers choosing to proceed with aftersales services after having been provided with a quote through the online platform.
Managing Director Steve Dean said that customers and dealerships are demanding significantly more digital services and access from their suppliers and the industry must urgently act to meet these trends.
Since March 2020, the impact of Covid-19 has precipitated a major shift in consumer behaviour as millions of motorists seek more advice, interaction, and service online.
Dean, said: “The pandemic has accelerated the demands of motorists for a more digital and online customer experience. Our data shows that consumer engagement increased in all areas during 2020 in comparison to 2019, from interaction with our software, to online monetary conversions.
“During 2020 online conversions increased by over 20% through the Vehicle Vision aftersales video software, with some dealership networks seeing, on average, in excess of 87% of customers interacting with the Vehicle Vision software when receiving a link.
“The industry needs to continue to innovate and adapt to these demands to protect vital business and livelihoods ahead of any economic recovery.”
In an industry-first, Vehicle Vision has launched the new ‘Assist’ platform. The smart communications platform will transform customer-dealership interactions by enabling a seamless virtual chain of communication from start to finish to meet demand from motorists for more online access.
The new ‘Assist’ platform means customers can send video footage of their vehicle to dealerships for diagnosis, repair quotations or exchange valuations. Dealerships can in turn confidently and accurately assess the condition and part-exchange price of a vehicle without having to view it in person.
Available without download or training and operating on a mobile-friendly browser and interface, the platform provides an easy way to access dealership services without attending a dealership in person.
Vehicle Vision’s Product Director, Aidan Rooney, said: “We recognised this trend of demand from motorists shifting towards online some time ago. That is why we’ve developed the Assist platform as a further innovation to enable motorists and dealerships to conduct even more high-quality interaction online.
“The Assist platform means motorists won’t have to make trips to have their vehicles assessed, and customers and dealerships will both benefit from the flexibility that offers, especially in light of the current restrictions. As the first application of its type, Assist will transform the customer-dealership relationship by enabling a whole new range of online service possibilities.”