An East Anglia motor group is the first in the region to use a cutting-edge communications technology system to deliver good old fashioned customer service.
The Marriott Motor Group – which has dealerships in Kings Lynn, Bury St Edmunds, Stowmarket and Ipswich – has launched an innovative video health check for all vehicles brought into its service workshops.
The aim of the service is to enable customers to see exactly what the technician in the workshop sees and be able to authorise any work that needs to be done – all via email.
Doug Pearson, group marketing coordinator for the Marriott Motor Group, said: “Our expert technicians already conduct a free Express Visual Health Check on every car booked into the workshop.
“This visual inspection of critical components such as tyres and brakes, ensures all our customers stay safe and their vehicles are fully maintained.
“Now we have launched a video analysis service, unique to this region, which allows the customer to actually watch the technician at work and let us know with the click of a button on their smartphone or computer if we can go ahead with any work that needs doing.
“We piloted the system and got fantastic feedback from customers, who said they loved the convenience, transparency and honesty – they really can watch our mechanics checking the depth of the tyre tread and brake disks. It lets them make an informed decision about whether any work needs to be done, immediately or at a later date.
“The technicians themselves enjoy demonstrating their knowledge and expertise to the customer, which is something they don’t always get chance to do, hidden away in the workshop.
“Most importantly, we are able to interact directly with our customers again, just like in the old days. We like the way this brand new system underpins our traditional values of trust, integrity and customer service.”
The new service sends a message to the customer to let them know when their video analysis is ready to view. In the film, a Marriott Motor Group technician introduces himself and talks the customer through the express visual health checklist, pointing out anything critical or congratulating the customer on how well they have maintained the vehicle.
If any work is required, the system software shows the cost and enables the customer to authorise the work remotely, speeding up the time their car needs to be in the workshop and reducing the need for repeat visits.
Doug added: “The Marriott Motor Group understands how important video is to customers after recent research by YouTube found that 78 per cent of car buyers research by watching YouTube videos before deciding what car to buy.”
The Marriott Motor Group operates dealerships on Bergen Way in Kings Lynn; Northern Way in Bury St Edmunds; Station Road East in Stowmarket and Bath Street in Ipswich – all offering new and approved used car sales and a comprehensive after-sales service using genuine Volkswagen parts.
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