Challenge:
A luxury automobile brand observed decreasing sales over the period of a quarter – It was rumored that they provide subpar servicing than their peers, and this had led to this subsequent decrease. The challenge here was to provide best-in-class visibility and transparency, thereby instilling trust for the brand into their customers, and increasing sales and repute.
Approach:
Based on discussions with the brand and customer profiles, the ActualView team devised a methodology through which the customer’s anxiety could be put at rest. The approach here had to increase the ‘under-the-hood’ visibility: for their customers to believe in a higher quality of servicing, they’d have to be able to see it.
Solution:
Once the approach was clear, we knew what was to be done.
Nothing outperforms an immersive 3D experience when it comes to “see it to believe it”. After thorough discussions with the car manufacturers, ActualView devised a 3D tour of the luxury car brand’s entire servicing process.
1. This tour allowed their customers to see all the details in an exhaustive manner.
2. Everything from warming the car up and using the car jack to the changing the oil, all the way to checking tire pressure and fluid levels, were all under the lens.
3. Best-in-class, latest technology was used to provide a wholesome 3D experience quickly and more efficiently.
4. The whole setup converted the place into a 24/7 service center. People could, at any time, take a look and raise an inquiry about all the whats, whys, and whens of the servicing – ensuring that there remain no questions about the overall service quality.
Result:
The installation of 3D cameras in the servicing centers helped the brand dispel their customers’ doubts. Once they had everything in front of them, the customers found themselves in a better position to place their trust in the brand. As a result of this, sales for the following quarter increased by 12% and service requests at the targeted centers saw a jump of 35% – successfully demonstrating on-ground benefits of implementing a digital technology that better-involved customers into the entire process.
