Digital self-service in UK aftersales departments increased by 47% in 2024, according to data from Tjekvik.
Over 2.5 million customers in the UK used Tjekvik’s digital check-in and check-out solutions last year, while over 240,000 UK customers bought value-add products or services during the digital check-in process, a 56% rise from the 154,000 customers who did so in 2023.
The findings are based on the latest usage data from Tjekvik, which has 650 motor retailers using its solutions in the UK, including Group 1, Hartwell, John Clark Group, Lithia and Vertu.
Home check ins top for self-service convenience
The most popular digital interaction in 2024 was for home check-ins, with 1,699,137 customers (56%) checking in their vehicles for service, repair or MOT from home.
Many continued their journey and checked their vehicles in at the dealer.
For example, 777,168 customers (26%) used Tjekvik’s kiosks last year, while 15,226 were checked in by service advisors using tablets featuring Tjekvik software.
More than 82,000 customers used Tjekvik’s digital check-out solution when collecting their vehicles, with over £1.8m of cash collected through its payment partners.
These figures highlight that when offered a choice, customers are eager to embrace a variety of convenient digital touchpoints throughout the aftersales journey.
Increased spending on products and services
Dealers are also using digital check-in to promote value-added products and services to customers, such as season-specific tyres, premium lubricants, air conditioning checks and service plans.
Tjekvik’s digital self-service solutions delivered over £9.2 million in additional revenue for dealers last year, a 59% increase compared to the £5.8 million generated the previous year, with lubricants and additives proving to be the most popular choices.
Digital check-in solutions logged over 126,000 vehicle valuation requests, a 32% increase when compared to 2023.
Christian Mark, chief executive and co-founder at Tjekvik, said: “The marked rise in digital self-service adoption shows how more customers are prioritising convenience and efficiency in their aftersales experiences.
“Our solutions help dealerships meet this demand and also create valuable opportunities for upselling and enhancing customer engagement.”