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Lights, cameras, action - its Audi TV in the workshop
publication date: Jul 3, 2010
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author/source: Robin Roberts
Audi customers will shortly be able to “tune in” to
their tune-up.
Candid cameras will soon be focused on all Audi Centre service areas as
part of a new Direct Reception initiative being rolled out across the
network that will enable Audi customers to view in ‘real time’, and
communicate with, technicians as they carry out diagnosis and repair
work.
From the comfort of the Audi Centre reception area customers will have
direct audio visual access to their cars as they are worked on by
technicians equipped with ‘Audi Cams’ and two-way audio links. |  | They
will be free to talk to the technicians directly, and service advisors
will be on hand to answer any questions that arise. The aim is to provide full exposure to the investigative and corrective
work undertaken, maximising ‘transparency’ and instilling even greater
confidence not only in the legitimacy of each diagnosis but also the
quality of workmanship demonstrated by Audi trained technicians.
Customer feedback from Direct Reception pilot schemes has been
overwhelmingly positive, with all participants polled so far confirming
that they would recommend the service to others.
Commenting on the new initiative, Director of Audi UK Jeremy Hicks said:
“Service departments throughout the industry are often accused of
baffling customers with science - by offering ours full exposure to the
work undertaken on their cars, and the ability to talk through that work
with the technician involved, our aim is to demystify the process as
fully as possible. We want to ensure that everyone who entrusts their
Audi to us for servicing and repairs knows exactly where they stand and
exactly what to expect.”
The next stage of the Direct Reception programme is to make the service
available on-line, so customers can view and communicate with the
technician while they are at home or work, or even on a mobile
smart-phone.
Audi maintenance in focus – A new Direct Reception initiative being
rolled out across the Audi Centre network will enable customers to view
in ‘real time’, and communicate with, technicians as they carry out
diagnosis and repair work. | | | |
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