After many months of experimentation in France, Switzerland and Austria, SAP Retail has decided to adopt and deploy widely Video Check (powered by CitNOWTM), digital solution completing the customer relationship Post-Sale, making use of the online video.
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The return of experience that demonstrates a high rate of client satisfaction has finished to convince PSA Retail to generalize gradually the device to the set of its points of customer contact in France and in Europe.
Video and quote online : principles of operation
Deployed in a few sites witness of SAP Retail in France, Spain, Italy, Belgium and Poland, and in the course of the test in Germany, Video Check (powered by CitNOW), a tool for decision support in After-Sales to the customer has proved its effectiveness.
The principle is simple. The client entrusts his vehicle to the network PSA Retail for maintenance or repair. The operator, mechanic, professional, puts the car on a bridge and made the turn with a video camera. In this short video (two to three minutes), it highlights, images to support operations, necessary maintenance or repair with three degrees of importance or urgency, the highest level being the one that committed the safety of the client and those of his passengers.
In the wake of the shooting of this video, a quotation of the work is produced. It includes the original request of the client (for example routine maintenance), as well as a optional part, with suggestions for interventions materialized by three colour codes, green, orange and red, markers of the degree of urgency of the proposed intervention.
The operator address the video and the quote to the client, who, by return, the sign indicating the operations it wishes or even done on his car in the light of the suggestions that are made.
A modern instrument that thins the customer relationship and fosters trust and transparency
The satisfaction rate of clients who have had the opportunity to test this solution proves to be very high. Indeed, the system guarantees a customer journey without fracture, perfectly transparent, which builds trust between the stakeholders of the transaction.
There is also, all things being equal, an increase in the average basket of services ordered by the clients in this configuration.
Gradual extension to the entire network PSA Retail
Strong of this experience feedback positive and common to several countries, the Committee of Management of PSA Retail has decided to roll out progressively the system of video and online quote Video Check (powered by CitNOW) to the main sites in the 11 countries where it operates.
Thus, PSA Retail continues in a manner determined in the process of digital transformation that spans all of its businesses, so as to adopt the codes of the digital society and to continuously improve the service due to its numerous clients
Jean-Denis Bigot, Director After-Sales, PSA Retail, said : “The adoption and the generalization of the system of video and quote in the Video Check (powered by CitNOW) to all of our sites in France and in Europe is an important marker of the increasingly professional nature of our teams, After-Sales and quality of service that we want to offer our customers “.
Video links
Video Check : a new service VAS video PSA Retail
– https://youtu.be/4VDMtDR1uRA
Video Check : interview of Jean-Denis BIGOT, responsible after-sale SAP Retail
– https://youtu.be/WrT12nkFfpM
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