At Tjekvik we recognise that customer choice is critical to a great service experience and as more and more people select the digital approach our dealers need to be ready to receive them.

Let the customer know the self check-in opportunity exists. Firstly during the initial contact to set up the appointment and then reaffirm it during pre-visit communications.

Use the Tjekvik software to create a simple, easy to follow customer journey. Use the filtering to create retail, fleet and waiting customer journeys.

Offer a few added value items and keep them up to date as the seasons change. Make sure you have questions that customers will engage with. Make sure that you optimise the added value and questions, ideally no more than 5, so the process is both relevant and efficient.

At the end of the home check-in use the dealer specific settings to show the customer how to complete the key drop. You can set a specific image or describe the process you use at your dealership.

Placing the self check-in area near to a host is good so they can assist. Customers often appreciate a little help and guidance to get them started so make sure your host team is available.

Having ‘Digital hands’ provides extra resource to the team but they need to welcome their new colleague and make sure they are effectively used.