In basic terms, the Customer Value Innovation System (CVIS) works by first having Kia customers install an app on their smartphone or tablet device that interacts with the Kia network.
It will first send an email to remind the Kia customer of the next service or repair. The customer can respond by using the app to book online and choose from a selection of available dates and times.
The service advisor recognizes the type of service or repair and organizes the parts to be ready. A loan car can also be arranged at this time. Online quotes will also be sent to the customer ahead of the work.
The customer takes the car to the dealership. A driveway video screen and camera with license plate recognition records the car’s arrival.
If a booking has been made, a personal greeting will be displayed on the video screen while details of the customer and the car’s history will be opened on a computer for the service technician.
The service advisor will meet the customer and the car in the driveway and give the car a quick health check – tyres, wiper blades, any damage, and so on.
The advisor will also discuss the car with the customer, asking about any problems with the car or any specific requests for repair.
The advisor or workshop controller then takes the car for a more detailed check in the workshop hoist, and this could include the condition of the vehicle’s brakes, exhaust pipe and so on. Problem areas or components that need replacement or repair are photographed with the technician’s tablet.
The customer has a choice – they can stay at the service centre’s lounge while the repair or maintenance is being done, or they can leave and return later.
The photographs taken of potential repair work are shown to the customer – if still in the lounge – or sent electronically via the CVIS app to the customer’s smartphone or tablet device.
This means the customer can immediately see any work that has to be done and can give the go-ahead for repair work to proceed, or decline permission and agree to discuss the issue with the service advisor at a later time.
If work has been declined, then the CVIS automatically records what has happened and follows it up in the future, unless it’s an urgent repair.
If the go-ahead has been given, work starts on repairs to the vehicle. The parts have been pre-ordered by computer from the parts department and the advisor will send the customer a quote on the cost.
Once the customer is notified and has approved the estimate, the work begins. At all times the customer is involved in the process .
At handover, the invoice is electronically sent to the customer. If the customer approves the invoice, it can be paid electronically or paid by a more conventional method.
The customer is also asked to complete a quick, five-question survey. The result goes back to the service advisor and if it is below the standard – usually 90 per cent – then the service manager immediately contacts the customer to address any problem.
By Neil Dowling