Technology that transformed the Audi service experience
How we designed a real-time, quality assurance and intelligence platform for Audi HQ to monitor and manage service quality across its national dealer network.
With their passionate customers expecting an unparalleled, consistently high service experience, Audi needed to provide service technicians, managers and dealerships with technology that delivered more control, visibility and transparency when it came to managing vehicle service quality, ensuring a better customer experience and level of satisfaction across its dealer network.
We created a powerful, real-time platform comprising three main components – Q-Check, Q-Control and Q-Capture.
All three worked seamlessly together to allow any dealership to manage their end-to-end QA process for vehicle servicing.
By capturing, auditing and enhancing data, video and imagery information across all dealerships, a consolidated national data view was provided for Audi HQ to monitor, check and track every vehicle being serviced across its extensive dealer network.
More data, better service
With Q-Check, Audi can access data about the performance quality of every technician, region and vehicle across the national dealer network, alongside direct customer feedback.
Managers can easily identify trends and problem areas in real-time, enabling effective quality support and change management services to constantly improve servicing standards.
With the improved visibility and transparency in process, quality assurance and staff accountability provided by Q-Check, Audi HQ can ensure superior levels of vehicle and customer service are consistently implemented across all dealerships. The frictionless Q-check system is directly responsible for elevating customer satisfaction, building loyal relationships and positive referrals.
Perfectly integrated and implemented
Q-Check was adopted by 100% of Australian Audi dealerships, delivering huge improvements in vehicle service quality, dealership KPIs and service time, leading to a better outcome and experience for Audi’s customers.
The Q-Check technology also integrated with existing Dealer Management Systems (DMS), VIN APIs and Audi customer systems to deliver a truly end-to-end solution.
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