- Direct link: workshop sends service status updates
- Detailed documentation: photos or videos provide full transparency
- Digital dialogue: approve repairs online
The mechanics can document unforeseen issues with a video or photo, such as when tyres or brake pads need to be replaced. Owners get a personalized link via text message or email. They can retrieve the photo or video and also get a cost estimate. The customers themselves decide which work is to be done. Repairs can be ordered or rejected online, the customer keeps full control of the costs throughout the workshop visit. In addition, all proof is available in digital form.
“Our myDigitalService works like parcel tracking after an online order,” explains Tobias Theile, Manager Customer Journey at Opel. “The customers are informed about what's happening with their vehicle and can make appropriate decisions.” This ensures maximum transparency and comfort, and saves time. “Above all, the customer remains flexible and can make their decision no matter where they are – the necessary information is always available.” Many thousands of customers have already used the service and rated it positively.
The Opel myDigitalService is currently offered in some 20 countries throughout Europe, including Germany, Italy and Spain. “The digitization of our service processes has now reached a new level at Opel,” says Andrea Neri, Aftersales Marketing Manager at Opel. “We can make our offers more effective and provide our customers with the best possible service experience.”