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Good afternoon ladies and gentlemen, I'm Janick Vanhove. Welcome to Porsche Center Mechelen.
I would like to show you a new concept we've started using in aftersales from which we get a lot of positive feedback from our customers.
Let's take a look inside the dealership.
We are now at reception, as you know the beating heart of the dealership.
I would like to talk to you about the new online platform that we started using in the aftersales department.
As you all know its very important to have a transparent relationship based on trust with your customers.
Especially concerning repairs and maintenance.
In the past customers made an appointment for inspection.
Afterwards we had to inform him about extra works needed on his car.
I'm talking about tires, break pads, break disks for example.
We used to call the customer to ask if we could proceed to these repairs.
Hoping to get the customers approval and trust
Now we are setting our standards even higher and we want to deliver visual proof to our customers.
Therefore, we started using this unique platform FleetBack. (www.fleetback.com)
I would like to introduce you to one of driving forces of the project: Lara Vanneste.
Hi everyone!
Every technician at this Porsche dealership has an iPod to make video and photo documentation of extra works.
The customer receives these pictures and videos together with an electronic quote.
He gets them via SMS and or email and can give an immediate answer to approve the repairs, in a click!
The customer is more involved in the process. He can judge the damages himself and therefore has more confidence in the decision he makes.
The technician takes his iPod and opens the Fleetback application
He enters or scans the plate number.
He goes to the next screen and chooses the right module. (Mechanic, Body Work, Warranty)
The technician takes pictures which he can modify by adding details manually.
He then arrives in the predefined list of most frequent repairs. (You can add others manually)
By selecting the adequate repair, you can add the corresponding price.
Verify and confirm the customer contact info.
Now the file is being sent to the customer via SMS and email
Thank you for watching! You can follow Porsche Centre Mechelen on Facebook and Instagram.
You can also reach us via mail at: info@pcm.porsche.be
Looking forward to your next visit. See you soon.
Go to: www.fleetback.com for more details
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