Danish company Tjekvik has installed two self-service kiosks at the Melbourne BMW dealership in Southbank as the first of an initial three-dealer project.

It is the second kiosk-based service check-in and check-out system to enter the country after Norwegian company Sharebox last month expanded into Australia. 

Key-safe Sharebox opens in Australia

The Tjekvik project will expand into two other BMW sites in Australia and, once complete, the technology could be rolled out across the rest of the BMW network in the country.

Tjekvik’s solution has also been integrated with the My BMW app, further improving customer ease when booking with the BMW service centre.

The system will allow the city dealership to sample Tjekvik’s software and hardware that is designed to reduce time for customers when checking in, and checking out, their cars for service.

It is aimed to make for quicker, easier checking in for the customer and claims to reduce pressure on dealership staff, especially during the peak periods.

Tjekvik’s technology allows BMW service customers to receive their booking notification in the My BMW app and use it to check in remotely online, add extra items to their booking, answer dealer set questions and then be notified when their vehicle is ready for check out and collection.

Customers can then use the Tjekvik software to simply drop their vehicle key at a secure Tjekvik kiosk at the BMW Centre. 

Alternatively, they can use the Tjekvik kiosk at the dealer site, which guides them through the same process and seamlessly includes the choice to select added value items such as wiper blade replacement and summer vehicle health checks. 

Once the check-in is complete, a notification is sent to confirm the safe receipt of the customers keys.

Tjekvik’s representative in Australia, Kevin Pascoe, said: “One of the key challenges that Melbourne BMW has from customers is the waiting time when checking their vehicle in and out at the service centre. 

“The site currently does up to 90 throughputs a day but, with the efficiency that the Tjekvik system brings, I’d expect that number to rise and, with it, the profitability of the site.

BMW Melbourne

“Tjekvik’s solution has come at the perfect time in terms of the pandemic. It ensures risk-free transactions, allows customers to distance and digitises the entire process.”

Melbourne BMW aftersales manager James Marriott said: “We do find there are a percentage of customers who want a single touch-point where they have a fast, easy, and accessible experience which is as premium as when they purchased the vehicle. 

“This becomes challenging when you are balancing the effectiveness of an aftersales department and the experience for the customer.”

He said that the Tjekvik home check-in and Tjekvik kiosks are allowing Melbourne BMW to “offer another layer to the suite of options given to our customers in terms of accessibility to the dealership, whilst still being at a premium level.

“This, coupled with the peace of mind a contactless option can give to our customers, only further elevates the experience, as can be seen in other industries such as aviation,” he said.

“The intuitive design of the system has allowed us to leave our customers to use the kiosks freely, without need for interaction from our concierge,” Mr Mariott said.

“This enables more efficient movement of the vehicles around our parking area by the concierge team.

“With more time given to the service advisors due to customers choosing to check in and check out at the kiosk, they have more freedom to interact with the customer during the day about the work required on their vehicle.

“From a dealership perspective, the biggest benefit will be the ability to facilitate more throughputs in our service department without requiring additional resources,” Mr Mariott said.

Tjekvik kiosks have been used by more than 500,000 customers in Europe in independent and OEM workshops and works with brands including BMW and Mercedes-Benz in Europe, US and Asia-Pacific markets.

Tjekvik will be exhibiting at the AADA Convention and Expo on March 8 and 9, 2022 in Brisbane.

By Neil Dowling