Syazwani Hj Rosli
QAF Auto, the sole importer and distributor of BMW and MINI vehicles in Brunei yesterday announced the availability of the new Online Appointment System (OAS) and CitNOW Workshop Plus interactive quotation system to streamline and digitalise after-sales processes.
“Following the implementation of the BMW Group ISPA Next programme back in 2017, we wanted to kick off 2020 by implementing new and innovative technologies that would allow us to provide customers with superior after-sales services,” said General Manager of QAF Auto Alisa Khoo. “The new Online Appointment and CitNOW systems represent our commitment to exceeding expectations and bringing joy to every touch point in the customer’s aftersales journey.”
The new OAS enables customers to schedule their service appointments with greater ease in a user-friendly environment.
The implementation of the OAS provides convenience to customers as they do not have to go through the hassle of making a phone call to schedule an appointment.
Customers can now make appointments on the go at the click of of a button at any time of the day. The CitNOW Workshop Plus system is a simple and powerful tool that integrates video into the vehicle health check (VHC) procedure to provide greater transparency and convenience for customers.
This whole process can be completed in three easy steps with minimal effort from the customers – the technician takes a video using the Workshop application.
The Service Advisor reviews the footage and after filing out the eVHC report (if required).
The system automatically sends an email and SMS to the customer once the customer has confirmed which work is to be authorised. The Service Advisor will review the eVHC one last time before commencing maintenance services. “The new OAS and CitNOW system set us apart from the competition as we are the first automotive company in Brunei to offer these services,” said Khoo.
“We are confident that our customers will be quick to embrace these new solutions as they are immersed in a new and improved after-sales experience that facilitates faster response times and ease of use,” Khoo concluded.
It provides a comprehensive view of what work needs to be done, streamlines the entire quote procedure, reports to the customer for approval and it increases trust and transparency.