Volkswagen Randers, an official Volkswagen and Audi dealership and service provider in Randers, Denmark, has been using Connected Cars solutions since 2017 to improve its customer service, maintenance planning, and workshop efficiency. Before implementing the solution, the dealership faced common challenges: difficulty reaching customers, unpredictable service scheduling, and inefficient workshop preparation. With real-time chat, diagnostic trouble code (DTC) insights, and live vehicle data, Volkswagen Randers has transformed its aftersales service, creating a smoother experience for both customers and technicians.
Quick look:
- Company: Volkswagen Randers, an official Volkswagen and Audi dealer and service provider
- Locations: Randers and Grenaa, Denmark
- Employees: 70 (50 in Randers, 20 in Grenaa)
- Challenge: Needed to improve customer communication, service scheduling, and workshop efficiency
- Solution: Implemented Connected Cars solutions in 2017 to enhance aftersales service
How the chat function improved customer communication
Before implementing ConnectedWorkshop and the Connected Cars App, Volkswagen Randers faced challenges in keeping customers informed about their vehicle service. Traditional communication methods, such as phone calls and emails, often led to delays, missed messages, and inefficiencies. Customers were sometimes unaware of urgent service needs, which could result in longer repair times or delayed approvals for necessary work.
With ConnectedWorkshop’s integrated chat function, service advisors can now contact customers directly in real time, making it easier to share updates, approve repairs, and answer questions quickly. Unlike OEM apps, which often lack two-way communication, the chat function ensures faster response times, fewer misunderstandings, and a smoother customer experience.
“ConnectedWorkshop’s chat function allows us to contact customers directly, something the OEM app does not offer. It provides real-time communication, making it much easier for both us and the customer.”
— Allan Stender, Service Manager, Volkswagen Randers
Using remote vehicle diagnostics to enhance customer service
Customers don’t always notice early warning signs in their vehicles, which can lead to unexpected breakdowns and rushed service bookings. At Volkswagen Randers, technicians now use ConnectedWorkshop’s DTC insights to identify potential issues before they escalate. By accessing real-time fault codes and service data, they can prepare for upcoming visits, order necessary parts, and schedule work more efficiently.
This proactive approach has reduced last-minute repairs and workshop disruptions, giving both customers and service teams more control over the maintenance process. Instead of waiting for a problem to appear, the dealership can reach out to customers at the right time, ensuring a smoother and more predictable service experience.
“I use ConnectedWorkshop in a way where I look into the crystal ball ahead, to see what visits the workshop will get.”
— Rasmus Jensen, Spare Parts Manager, Volkswagen Randers
Maximizing workshop efficiency with real-time vehicle data
Missing or inaccurate data made service planning difficult, leading to delays, unexpected parts shortages, and extended repair times. Customers sometimes provided incorrect mileage, and service advisors lacked full visibility into a vehicle’s condition before it arrived, creating unnecessary downtime for technicians.
Access to live vehicle data has made workshop operations more efficient. Service teams can now see exactly what a car needs before it arrives, ensuring that parts are ready and technicians can work without delays. This streamlined approach reduces last-minute surprises, improves scheduling, and provides a smoother experience for both customers and staff.
The impact of Connected Cars at Volkswagen Randers
Since implementing Connected Cars solutions in 2017, Volkswagen Randers has integrated ConnectedWorkshop and the Connected Cars App into its aftersales service, improving customer communication, predictive maintenance, and workshop efficiency. With real-time vehicle data and direct customer contact, the dealership can anticipate service needs, reduce last-minute bookings, and ensure smoother workshop operations.
By using accurate mileage tracking, DTC insights, and proactive service planning, Volkswagen Randers has created a more efficient and customer-focused approach to vehicle maintenance. The ability to prepare for service visits in advance has reduced downtime, streamlined scheduling, and strengthened customer relationships, making aftersales service a key advantage for the dealership.