Customer demand for self-service in aftersales rose in 2024 as consumers embraced digital services.
Over 2.5 million customers in the UK were reported to be using digital check-in and check-out solutions, a 47% increase from the 1.7 million in 2023, according to digital service provider Tjekvik.
It said 240,000 UK customers bought value-add products or services during the digital check-in process, a 56% rise from the 154,000 customers who did so in 2023.
Tjekvik now has 650 motor retailers using its solutions in the UK, including Group 1, Hartwell, John Clark Group, Lithia and Vertu.
The latest self-service solutions give customers the flexibility to check in and check out their vehicles at a time and place convenient for them, either at home using a mobile-optimised site, or at dealers via tablets and touchscreen kiosks.
Instead of waiting for service advisers to become available, more customers have been using digital self-service to provide pre-service instructions, select added-value items, provide authorisation and drop off their keys.
Christian Mark, CEO and Co-founder at Tjekvik, said: “The marked rise in digital self-service adoption shows how more customers are prioritising convenience and efficiency in their aftersales experiences.”
