Volvo mobile service
August 27th, 2009 by Richard Aucock
VOLVO’s innovative mobile service for London owners is certainly smart – but how does it work?
To find out, Car Dealer Magazine spoke to the man behind it; Volvo London director Frank Fisher.
Customer convenience was a big factor behind it, he admitted. ‘Central London is incredibly congested, so having a Volvo technician come to you is a real boon.
‘We’re unique in what we can do, too – we really can do small repairs at a time and place of the customers’ choosing.’ Audi, he says, piloted a customer assistance scheme, but this was only for breakdowns.
It’s all managed by the service adviser at Volvo London HQ. They book cars in one-hour time slots; if it’s a small job, they’ll use their discretion to ask the customer if they’d like to use mobile service.
Customers are allocated a time slot, and given the mobile technician’s mobile number, in case of problems or changes. As Volvo’s DMS runs ‘live’, even out on the road, logistics are far from the issue some may fear.
‘On board the mobile V70, we are able to fit small parts, we have a full web-based Volvo diagnostics system… indeed, the only routine thing we can’t do is fluids.’
Fisher says the technician has even arranged to meet a mum on the school run, and fit a new door mirror while she waited for the kids!
It’s a free service to Volvo London car buyers, or anyone who’s had a service there in the past year. Otherwise, it’s £49. That’s still cheap. How on earth does the firm make any money from it?
Well, partly through the increased loyalty it brings. ‘If we do this, we make money,’ says Volvo London chief Tracey Perry.
‘But also,’ adds Fisher, it frees up space in workshops. We are congested in London – if you can free up the space of six or seven cars a day, you’ve a big increase in productivity.’
Out in the sticks, he says, the financials probably wouldn’t stack up. But, in busy Central London, it makes a huge amount of sense – both from a relationship and branding point of view.
Volvo’s shown it can work: is it something your car dealer too may consider?
By Richard Aucock
Tags: aftersales, london, service, Volvo
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