These allow contact-free and efficient arrivals at participating sites, for further convenience to customers — who can also check-in online prior to arriving on location — and added safety during the Covid-19 situation.
"An airport is arguably one of the most efficiency- and logistics-focused locations that people visit, and digital check-in kiosks contribute to that considerably," said Volkswagen UK director Andrew Savvas.
The kiosks were piloted successfully in 2020 across eight Volkswagen retailers and provided by reception software company — and the brand's first approved check-in kiosk provider — Tjekvik.
They incorporate numerous functions useful to both the customer and the retailer, including self-check-in and check-out, a locked key drop, and home check-in via SMS, direct to the customer's mobile phone. Digital payment via SMS links is also a popular solution.
A successful pilot scheme during 2020 saw eight Volkswagen sites use the system across a 16-week trial. Currently, a total of 12 Volkswagen UK retailers operate the digital check-in kiosks, with more on their way in the coming weeks, and up to 50 sites anticipated to be using the technology by the end of 2021.
One retailer in particular has embraced the technology wholeheartedly, with 81% of its customers checking in digitally and 55% checking-out digitally.
Across the network with the systems in place, around a third of customers check in from home via text message, 47% check in using the digital check-in kiosk, and a weekly average of 41 additional service plan enquiries are fielded.
Volkswagen said feedback from retailers has been overwhelmingly positive too, with colleagues able to direct even more time and attention to customer care, thereby further improving the customer experience.
For customers, a boost in convenience comes from the swift, contact-free features of the check-in kiosks such as the facility to remind customers of sundries such as wiper blades, air-con services, replacement carpet mats or fluid top-ups that may be forgotten between retailer visits.
