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In an effort to provide customers with an intuitive and dynamic end-to-end purchase experience, Borneo Motors Singapore has announced the roll-out of their latest suite of after sales solutions as part of the organisation’s digital transformation blueprint.
These initiatives comprise a new online service booking feature and a paperless queue system implemented at the service centre facility, which have improved waiting times by up to 30% and cost saving for customers by up to 25%.
Customers can now easily access the booking system via dedicated mobile-friendly online portal
Kick-started in late 2019, the digitisation efforts focusing on key operational touchpoints in the after sales journey is grounded in a deep understanding of customer needs and pain points.
As part of a larger omni-channel strategy, the latest suite of digital after sales solutions are designed to deliver an integrated after sales experience right from the start of the customer’s journey.
The first of its kind in the local automotive market, the Dynamic Service Booking System is an enhancement to the existing online booking process, where customers can easily book their next vehicle service anytime and anywhere.
They are also able to input their service requirements and special requests, such as specific repair works, before arriving at the service centre which saves time for service technicians as they can fully prepare and equip themselves for the service before the customer’s arrival.
Customers are able to ‘check in’ online using their registered account one day ahead of their scheduled appointment to confirm their booking, while a rescheduling SMS feature is also made available to customers who wish to change the date of their appointments.
Users will be first greeted with a personalised dashboard showcasing dynamic features, such as relevant special promotions and monthly deals
In order to improve waiting times and processes at its service centre, a paperless SMART Q System was implemented at the Leng Kee Service Centre to alleviate commonly faced issues such as missed queue numbers, long waiting times and the reliance on cumbersome paper documents.
Besides providing a personalised and contactless waiting experience for customers, the new SMART Q System also serves as an effective crowd management tool for on-site managers to maintain social distancing at its service centre.
The SMART Q System recognises vehicle number plates automatically during entry or exit and instantly sends the queue ticket via automated SMS. Customers can first expect to find a personalised on-screen greeting display with their names and car plate numbers and quality reception service upon stepping foot into the Leng Kee Service Centre.
Toyota has also rolled out an online one-stop shop that offers a wide variety of vehicle and lifestyle products, including office supplies and personal tech gadgets, all accessible from the service booking system.
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