Audi Cam - See your car being serviced
Discussion
http://www.audi.co.uk/owners-area/audi-cam.html
Interesting idea..........I wonder if they'll take you with them when they take your RS6 for a quick spin?
Interesting idea..........I wonder if they'll take you with them when they take your RS6 for a quick spin?
That frankly, is brilliant!
So much time was wasted trying to get in touch with customers / explain issues over the phone / gain authority whilst a car was on the ramp - more often than not, time constraints would mean cars would be put back outside then sods law, an hour later the additional work would be authorised so the car would need to come back in again. Bit of a nightmare in a workshop that is running at capacity.
It'll also be superb for fleets - no more arguing for an hour with 'Dan' from Autolease about how the front pads really are at 3mm and the discs are at minimum thickness and actually do need changing. Plus, the other side to it is it'll perhaps reduce work that is done 'for the hell of it'.
Granted it's not really viewing as in watching the technician complete the entire job, but for communicating issues found during routine work and thus cutting workshop time... I'm just amazed somebody hasn't come up with this idea sooner.
So much time was wasted trying to get in touch with customers / explain issues over the phone / gain authority whilst a car was on the ramp - more often than not, time constraints would mean cars would be put back outside then sods law, an hour later the additional work would be authorised so the car would need to come back in again. Bit of a nightmare in a workshop that is running at capacity.
It'll also be superb for fleets - no more arguing for an hour with 'Dan' from Autolease about how the front pads really are at 3mm and the discs are at minimum thickness and actually do need changing. Plus, the other side to it is it'll perhaps reduce work that is done 'for the hell of it'.
Granted it's not really viewing as in watching the technician complete the entire job, but for communicating issues found during routine work and thus cutting workshop time... I'm just amazed somebody hasn't come up with this idea sooner.
Davie said:
That frankly, is brilliant!
So much time was wasted trying to get in touch with customers / explain issues over the phone / gain authority whilst a car was on the ramp - more often than not, time constraints would mean cars would be put back outside then sods law, an hour later the additional work would be authorised so the car would need to come back in again. Bit of a nightmare in a workshop that is running at capacity.
It'll also be superb for fleets - no more arguing for an hour with 'Dan' from Autolease about how the front pads really are at 3mm and the discs are at minimum thickness and actually do need changing. Plus, the other side to it is it'll perhaps reduce work that is done 'for the hell of it'.
Granted it's not really viewing as in watching the technician complete the entire job, but for communicating issues found during routine work and thus cutting workshop time... I'm just amazed somebody hasn't come up with this idea sooner.
How do you think this will help to get work authorized quicker? As you say the number one issue with service extra work is getting through to the customer during the time the car is on a ramp. In my experience This was seldom possible on vehicles with services that would last past 8 workshop hours on a ramp, genuinely how is being able to view online clips of work being done isn't going to streamline anything, especially on a half an hour Audi oil change? So much time was wasted trying to get in touch with customers / explain issues over the phone / gain authority whilst a car was on the ramp - more often than not, time constraints would mean cars would be put back outside then sods law, an hour later the additional work would be authorised so the car would need to come back in again. Bit of a nightmare in a workshop that is running at capacity.
It'll also be superb for fleets - no more arguing for an hour with 'Dan' from Autolease about how the front pads really are at 3mm and the discs are at minimum thickness and actually do need changing. Plus, the other side to it is it'll perhaps reduce work that is done 'for the hell of it'.
Granted it's not really viewing as in watching the technician complete the entire job, but for communicating issues found during routine work and thus cutting workshop time... I'm just amazed somebody hasn't come up with this idea sooner.
And then there is the simple issue that the vast majority of people wont know what they are looking at and quite frankly wont care. Do you really think Dan from autolease knows/cares about what a heavily lipped disc looks like? Or What happens when he goes "there's plenty of life left in them"?
I have 1st hand experience of this - I have to do them, and recently won an iPod Touch for the most videos in the Sytner a North region 
It's to try and quash the 'back street garages scamming' attitude ( I'm inno way saying that back street garages are scammers mind!)
Basically, we have to introduce ourselves whilst filming the reg, so the customer knows its their car, and then give a brief description of the item found, one video at a time. I also give a little ' consequences' bit, for example worn track rod end will ultimately lead to incorrect alignment, and worn tyres. Our service reception then emails the video to the customer, who can tick yes, no or give us a call. It speeds up the whole authorisation process, therefore making the time the car stays with us quicker, and happy customers
One example that sticks in my mind is an A7 customer, who had his car in when we were 1st rolling it out. We rang him and reported 90% worn front pads. Basically he didn't believe us, so we offered AudiCam, and he said if we were telling the truth, he'd come and help out for free for the day. We AudiCammed it, sent it, and sure enough, a few weeks later reception had a new tea boy for the day!
The amount of customers that say they'll recommend us and the service to other colleagues is massive, I was dubious when it first appeared, but seems to be working
It's to try and quash the 'back street garages scamming' attitude ( I'm inno way saying that back street garages are scammers mind!)
Basically, we have to introduce ourselves whilst filming the reg, so the customer knows its their car, and then give a brief description of the item found, one video at a time. I also give a little ' consequences' bit, for example worn track rod end will ultimately lead to incorrect alignment, and worn tyres. Our service reception then emails the video to the customer, who can tick yes, no or give us a call. It speeds up the whole authorisation process, therefore making the time the car stays with us quicker, and happy customers
One example that sticks in my mind is an A7 customer, who had his car in when we were 1st rolling it out. We rang him and reported 90% worn front pads. Basically he didn't believe us, so we offered AudiCam, and he said if we were telling the truth, he'd come and help out for free for the day. We AudiCammed it, sent it, and sure enough, a few weeks later reception had a new tea boy for the day!
The amount of customers that say they'll recommend us and the service to other colleagues is massive, I was dubious when it first appeared, but seems to be working
279 said:
How do you think this will help to get work authorized quicker? As you say the number one issue with service extra work is getting through to the customer during the time the car is on a ramp. In my experience This was seldom possible on vehicles with services that would last past 8 workshop hours on a ramp, genuinely how is being able to view online clips of work being done isn't going to streamline anything, especially on a half an hour Audi oil change?
And then there is the simple issue that the vast majority of people wont know what they are looking at and quite frankly wont care. Do you really think Dan from autolease knows/cares about what a heavily lipped disc looks like? Or What happens when he goes "there's plenty of life left in them"?
Erm lease companies are becoming really strict now, so when we have worn clutches or oil leaks, and they're sending message after message wanting to know this that and the other, we now do a 30 second video, and it's there in front of them - actual video evidence which they can't deny. You'd be surprised how their attitude changes from a 'stop trying to scam us', to a 'that customer needs driving lessons!!'And then there is the simple issue that the vast majority of people wont know what they are looking at and quite frankly wont care. Do you really think Dan from autolease knows/cares about what a heavily lipped disc looks like? Or What happens when he goes "there's plenty of life left in them"?
279 said:
How do you think this will help to get work authorized quicker? As you say the number one issue with service extra work is getting through to the customer during the time the car is on a ramp. In my experience This was seldom possible on vehicles with services that would last past 8 workshop hours on a ramp, genuinely how is being able to view online clips of work being done isn't going to streamline anything, especially on a half an hour Audi oil change?
And then there is the simple issue that the vast majority of people wont know what they are looking at and quite frankly wont care. Do you really think Dan from autolease knows/cares about what a heavily lipped disc looks like? Or What happens when he goes "there's plenty of life left in them"?
I guess by being able to show a customer potential issues first hand will not only build a more trusting relationship between the customer and the dealer, but as a result said customer may be inclined to authorise any additional work quicker. I'm not saying it'll benefit every customer - as you say some frankly don't care, you could tell them their fallopian tubes are worn out and they'd believe it but for those customers who are armchair experts and wish to question every single thing the technician does, this would allow them to see the issues for themselves and thus in turn that will speed the process up. And then there is the simple issue that the vast majority of people wont know what they are looking at and quite frankly wont care. Do you really think Dan from autolease knows/cares about what a heavily lipped disc looks like? Or What happens when he goes "there's plenty of life left in them"?
In all fairness, this is just en evolution of what many dealers do already and that's take images. Manufacturers, lease companies and even some customer benefit from being sent images and at times would request images. But images only show static issues, they'll show a heated damaged flywheel or a cracked brake disc but videos show what images can't - that strange knocking from the sump, that intercooler that is hissing under load, the oil that is dripping from the oil pump seal. If a 30 second video clip saves an hour of calls, emails and taking images whilst the car sits on the ramp awaiting authority, that can only be a good thing.
Guess it's along the same lines as dash cams... just makes the whole industry a little more transparent.
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