DECEMBER - JANUARYAUTOTECHOUTLOOK.COM19Click & Drive has been an essential part of the continued growth in sales via the Lookers website. Enquiry conversions continue to improve as we refine the customer journey and improve the service. We anticipate this will continue to grow in future as more people become comfortable purchasing big ticket items through digital channels.Contactless Sales: Step 2 of the digital dealership:Having delivered the online capability to enable our customers the ability to manage their own sales online and reserve vehicles, we turned our attention to delivering a contactless sales process to start completing deals and handing over vehicles.The challenge was to enable a contact-free handover to our customers. The objective of the Contactless Sales Process was to design and implement a process that FCA compliant, using Technology to enable our sales teams to remotely support our customers to purchase Lookers vehicles.We were able to deliver the following:- Digitisation of the traditional signature-based sales process into streamlined PDF form for remote customer approval using Adobe e-sign. - 16 wet signatures reduced to just 3 e-signatures- Roll-out of a Digital deal file structure integrated and configured with Lookers own SharePoint document management tool. After sales Offering: Step 3 of the digital dealershipWe also rolled out our new After sales offerings allowing customers too:· New online self-check-in solution· New finance integration and payment options· Vehicle status trackingNew online self-check-in solution: This allows customers to remotely check their vehicle in for a booked service or repair appointment using their own device, from anywhere.New finance integration and payment options: This is designed to complement our vehicle health checks, allowing customers to spread the costs of their repairs over the course of the next three months interest-free. We also include the flexibility to also allow the customer to spread the cost of any pre-agreed work.Vehicle Status Tracking: This service allows customers to track the status of their vehicle whilst in our workshop.Click and Sell: Step 4 of the digital dealershipWe also rolled out our new `click and sell' option for customers to sell their used vehicles quickly where an instant valuation is generated by inserting the car vehicle registration number. Click & Sell is a brilliant new addition to our website that allows customers to sell their vehicle to us - all in a few easy steps!Full Online Payments: Step 5 of the digital dealershipWe launched our new service in December where customers can now purchase a non-commercial vehicle online in full. This new option follows the same process as the existing Click & Drive reservation model, though currently customers will not be able to complete an online part exchange. Home Delivery:We have also invested in a dedicated nationwide fleet of specialist delivery vans to bring customer vehicles straight to their door as part of a new and enhanced service for our online shoppers.Our customers have already been enjoying a home delivery service for their vehicle purchases through third party agreements. However, this now means we can fulfil and track more orders using our own dedicated fleet and experienced teams.
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