The tie up between cars and mobile is the next great tech battleground – but before that can begin car sellers have to embrace mobile in a more prosaic way: in the showroom. Facing fierce competition to sell new cars and determined to provide customers with exceptional customer service, PSA Peugeot Citroën has designed a bespoke app for the sales and services teams within the dealerships.
The app brings together all the information about the various models and accessories creating a powerful tool for the sales team to bring their desk to the customer. They can demonstrate what the chosen car would look like with extras, provide quotes and check availability in real time. The company has found this approach directly reduces the time required to close deals and better helps the customer visualise the prospective product being purchased.
Terry Ward, Senior Data Networks, Technical Services team, PSA Peugeot Citroën Automobiles UK explains: “We wanted to streamline our processes, increase customer satisfaction and strengthen our competitive edge by delivering an exceptional customer experience. The tablet roll-out at dealerships and the use of our custom app means we can do just that. For example, a member of the sales team can double-check prices, provide customers with multiple colour options and run through various car features with a couple of taps and swipes. Similarly, in the workshop technicians run various tests and record the results via tablets, speeding up servicing so we can service, MOT and repair more cars, quicker.”
The app’s success triggered a network infrastructure review to maximise performance. With multiple devices accessing critical data like pricing, in real time from the PSA Peugeot Citroën back office, security was also high on the agenda. Providing high speed, free wireless to customers while they wait was also a critical component of the final solution. Giving customers access to high speed WiFi means they can still be productive while their car is being serviced reducing the demand for courtesy cars or the pick-up service.