Software-defined car servicing – Finding a balance between technology, data, and customer
Christian Dale
Product Marketing Manager at Anyline
It’s safe to say that technology, along with the endless amounts of actionable data that are being created all the time, is becoming an increasingly essential part of the modern world on a daily basis.
This is especially true in the automotive service sector, where organizations are always mindful of how technology can be used to improve the quality of the experience that they’re able to offer to other customers. There are many places that can install new tires or fix an issue with a car, and in an industry like that, customer service and satisfaction levels are how you remain competitive.
This, in essence, is why software-defined car servicing is becoming more widely used (and more important) all the time. By integrating employee and customer data together, it’s possible to implement new solutions in a way that benefits all involved. Yet at the same time, it can absolutely be a challenge to find a balance between those goals while still making sure that the ultimate focus remains on the customer.
Jump to key topics
Jump to key topics
The Benefits of Technology in Car Servicing
This delicate balance is so important to maintain because, while the customer should always be the priority, the technology itself unlocks a number of powerful advantages almost instantly. By using technologies like artificial intelligence and OCR (optical character recognition) to perform a tire tread assessment, for example, you can take a process that was formerly lengthy and convoluted and achieve more accurate results in not hours or minutes but literally seconds.
This leads to increased efficiency within a business where every minute is at a premium, increased transparency between the business and those it has dedicated itself to serving, and overall higher levels of customer service and satisfaction as well.
Integrating Data to Enhance the Customer Experience
As stated, so much of this is possible thanks to the marriage between A) innovative hardware, B) highly advanced software, and C) the availability of actionable data.
To continue with the example of a tire tread assessment, solutions like Anyline offer these benefits not only to businesses but directly to consumers as well. Customers can perform an accurate assessment of their own vehicle right from home using a smartphone or tablet. That way, they can skip the appointment entirely if it is unnecessary. If it is, the right tires can be shipped to the automotive service provider ahead of time, so there is no waiting around for the service to begin.
Of course, in an environment where this is possible, data privacy and security need to become a top priority. This goes a long way towards building consumer trust, which is a big part of how to get them eager to buy into these advancements in the first place.
The Challenges of Balancing Technology and Customer Needs
As stated, automotive service providers in particular often find it difficult to balance A) the need to use this type of technology and the benefits of big data with B) the needs and expectations of the modern consumer. Ultimately, consumers don’t care what type of technology you’re using so long as it is fast, efficient, highly accurate, and above all else, safe.
To help address these concerns, businesses need to put the customer first in all decision-making processes. In other words, just because a software-defined car servicing solution tells you to do something doesn’t mean you should force it upon the consumer if that’s not what they want. It also shouldn’t necessarily be seen as an opportunity to upsell or cross-sell services that will inflate someone’s bill.
Again, the needs of the consumer need to be the top priority of all organizations. Technology and data considerations are important, yes, but they are also just one small part of a much larger story.
The Future of Software-Defined Car Servicing
Right now, sophisticated software can be used for many tasks throughout the automotive industry, from accurately reading DOT and VIN numbers to performing a tire tread assessment in seconds. In the not-too-distant future, it’s easy to imagine a scenario where you can take a quick video of an engine while it is on and get an accurate diagnosis of any problem you might have that needs immediate attention. The important thing is that automotive services organizations in particular must continue to be proactive about finding ways to leverage the use of technology to improve the customer experience. Don’t wait for the advancements to come to you; you need to get out there and find them.
But that delicate balance between technology, data, and customer needs must always be at the forefront of your mind. By embracing this, service providers can be more efficient, and more effective, and provide an unparalleled level of personal care and attention to detail, all at the exact same time. Never let the focus drift from the customer’s needs and expectations. The technology itself is impressive, yes, but it must enhance someone’s overall journey and experience, not dictate it.
If you’d like to find out more information about software-defined car servicing, or if you have any additional questions you’d like to go over with someone in a bit more detail, please don’t delay; to contact us today.
