The success of Vauxhall MasterFit’s online service booking pilot programme in 2010 has led to its introduction across the national network.
Of those Vauxhall MasterFit retailers involved in the pilot, many reported 70 per cent of those using the online booking system were new customers whose vehicles they were servicing for the first time.
The pilot was introduced at seven selected Vauxhall MasterFit retailers in July last year. Their websites enabled customers to directly book time slots for servicing over the internet at their convenience. Vauxhall MasterFit’s online service booking programme is a significant step forward from traditional online booking systems, which merely create a service enquiry request that requires a follow-up call to the customer by the retailer.
Vauxhall MasterFit retailers will introduce the system onto their websites on a business by business basis with comprehensive national coverage anticipated over the coming months.
“The benefits of Vauxhall MasterFit’s online service booking pilot programme were recognised by both our customers and our retailers,” said Vauxhall aftersales communications manager, Marie Roberts. “Not only did customers benefit from the greater convenience it offers and the transparency of our pricing, but our Vauxhall MasterFit retailers also saw increased work as a result. Vauxhall MasterFit’s approach of introducing offerings that fit around customers’ lifestyles played a significant factor in its success with 32 per cent of all bookings taken through the pilot programme made outside of normal business hours.
“During the pilot, 54 per cent of customers making an online booking owned Vauxhalls of four years of age and older. All Vauxhalls over two years old are eligible for the Vauxhall MasterFit Service Club which entitles owners to discounts on parts, labour and MOT testing, making the already competitive prices offered by MasterFit outlets truly outstanding value. By combining MasterFit Service Club membership discounts with the convenience of online service booking, Vauxhall continues to ensure its servicing offering is one of the very best on the market,” said Roberts.