We all know that the world has changed forever and the way forward in business sustainability is the need to digitalize and deliver your goods at the comfort and convenience of the customer. For Volkswagen India, digitalization has been one of the key priorities and they enabled their online retail sales and service offering in 2020 to address this need. Today, digital activations contribute to 70%-80% of enquiries and this translates to 15%-20% of overall sales! In a short span of time, Volkswagen has been quick to initiate this turn around and drive their business forward.
The Convenience of Digitalization
The convenience of buying your car online!
Volkswagen India has already integrated 140 sales and 120 service touchpoints as part of their online retail platform. The end-to-end digital offering includes a contactless experience right through the entire car buying process. Customers can display their interest, get into a conversation with a sales consultant and make their purchase as well! Elements of the online retail platform include scheduling a test drive, availing finance and getting the vehicle delivered from the comfort of their homes. In addition to the buying experience, customers can also book and purchase their preferred service products online for the service team to then act upon.
Innovation to be Accessible
Accessible and convenient!
As part of their ongoing brand strategy and digital push, Volkswagen is looking at further enhancing their digital services through a complete 360-degree development which will improve efficiency across services and customer friendly engagement. The idea is to make the brand more accessible through a seamless experience and this ties in well with the company’s Sarvottam 2.0 program.
Under the umbrella of the Sarvottam 2.0 program, Volkswagen’s focus is on being an accessible brand, people, information, network, products, services and providing a unique Volkswagen experience. The underlining element that brings all this to live is communication and accessibility.
Volkswagen already has developed nearly 30 solutions with these key areas in mind and these include a real-time car availability tool and car price configurator on the website, a WhatsApp for Business service that gives customers instant information on the brand, product or service initiatives. It is a 24×7 service that is accessible at a simple click of a button! When it comes to people, customers can chat with sales and service consultants using the online AV chat platform. The accessible network and accessible information element is taken care through multiple efforts. The physical network has gone through a change and now sports a New Dealership Dress Code that is young, fresh, vibrant and contemporary. On the digital front, Volkswagen has plans to introduce Online Car and as well as AR Car Visualizer for an enhanced customer experience. Last but not the least, the focus on accessible products and services has been addressed via the service Cam facility that provides detailed videos on the repair and maintenance work. Customers can also access the service cost calculator on the website to further ease the process. Facilities like Priority Corporate Handling, Service History Report and Car Health Report are also offered to customers.
Future Ready
VW India is future ready and is changing the way you buy your car
With all these innovative efforts built on digi-tech, Volkswagen India is paving a clear path forward in setting up a sustainable model that enhances the overall customer experience through various touch points. Retail sales and service with a digital twist is undoubtedly the way of the future and with this Volkswagen has also managed to achieve a high focus on accessibility that is bound to go a long way with customer satisfaction as well as retention.