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BMW Australia has endorsed a contactless customer service system that will see five Australian BMW dealerships install Tjekvik kiosks before the end of this month.

The kiosks, supplied and installed by the Australian agents of Danish manufacturers Tjekvik, are then to be rolled out at other participating BMW dealerships, including a further three in August.

Tjekvik agent Kevin Pascoe told GoAutoNews Premium that BMW Essendon will be fitted with the kiosks this week, followed by BMW outlets at Waverley and Northshore.

He said BMW Australia’s approval of the system – which is not mandatory for dealerships – followed a pilot program at three dealers in Melbourne, Brisbane and Sydney.

The Tjekvik system is a contactless digital software system that its manufacturer claims reduces customer wait times and increases all-round efficiency.

It said that it enables customers to bypass service desk queues by using a home and in-dealer self-service check-in and check-out platform. 

“This ensures a quicker and easier process for the customer and reduces pressure on dealership staff, especially during busy periods such as early mornings and early evenings prior to closing time,” Tjekvik said in a statement.

“The Tjekvik home check-in and kiosks provide an extra layer of premium level accessibility for customers at dealerships, which, coupled with contactless options, delivers additional convenience and further elevates their brand experience.”

Mr Pascoe said that the pilot program showed that about 30 per cent of service customers chose to check-in from home and 20 per cent used the kiosk.  

“During the first six weeks of 2022, a BMW dealership in Melbourne increased its added value sales by 87 per cent, with a similar impact felt at another BMW dealership,” he said.

“The pilot dealerships almost immediately saw an average of $725 a week in additional added value sales and connected this to the new software. 

“The pilot dealerships were very happy with this result as the additional value has been made up of accessories like wiper blades, wheel refurbs and car care kits, which they had never previously been able to sell.”

The Tjekvik system is integrated with the My BMW app for Apple and Android devices, making it seamless for vehicle owners to manage their booking with the BMW service centre. 

BMW service customers receive their booking notification in the My BMW app and can then use it to check-in remotely online, add extra items to their booking, answer dealer questions and then be notified when their vehicle is ready for collection.

“Our software provides an excellent business-to-consumer solution for a common peak time pinch point, providing customers with a choice in how they interact with their dealer with the aim to give them a more enjoyable and efficient experience,” Mr Pascoe said.

“Providing a consistent and integrated process was critical for BMW Group Australia to maintain their exceptional levels of customer service as well as to generate efficiencies and new revenue streams for its dealer network.”

He said software upgrades for the system would allow a dealership to pre-order parts for cars booked for repairs and servicing.

The upgrades would include customer surveys that could prompt the dealership’s new-car department if the customer signalled an intention to replace the car, and to the used-car department which could provide a trade-in value.

Tjekvik is a major supplier of self-service products for global automotive dealer groups and brands.

The company was started in Denmark in 2015 with the aim of improving the aftersales customer experience. It now has more than 10,500 daily interactions with consumers and in 2021 was used by more than 500,000 customers.

By Neil Dowling

AdTorque Edge