An innovative software solution has been launched to help independent garages build transparency and trust with their customers in what are uncertain and testing times for the automotive industry.
The ‘My Service Trust’ product has been developed by Yorkshire-based Smart Garage Solutions, a provider of software and equipment that allow independent garages to create, review and send HD quality personalised customer videos. The new product is used by garage technicians to highlight any urgent or advisory works that need carrying out on a vehicle following a service or MOT.
A recent study of 1,400 motorists who use independent garages has found that reliability and good service are both more important than price when it comes to building customer loyalty. In the survey 60% of respondents also said they have had a bad experience with garages, with the result that most are happy to remain fiercely loyal to a good local operator they know they can trust.
Through My Service Trust and the power of personalised customer videos, garages can build personal relationships with their customers, show the legitimacy of repair works and breakdown technical boundaries. The result of which is less time spent on the phone convincing the customer.
Ben Smith, Founder of Smart Garage Solutions, said: “The automotive industry is going through a period of change; advances in technology, the popularity of smartphones and increased customer use of video. This combined with uncertainty and fear following the UK’s decision to leave the European Union, means independent garages have to work harder to win over the trust and loyalty of their customers.
Russ Stanley, co-owner of Brighouse-based Revolution Porsche, said: “We use the My Service Trust product to give our customers a better perception of any faults on their vehicle and why they need repairing.”
