‘It makes our days so much easier’

Bavaria Arendal couldn’t imagine a day without Sharebox and Fleetback.

The BMW dealer in the Norwegian South has used Sharebox for efficient check-ins and handouts for about two years, and they don’t have to waste their time with it. It’s been a long time since keys were put in post-boxes or on car tyres.

So far, Aaness have only talked about the Sharebox part of the service they use. This summer, Luxembourg based Fleetback bought Sharebox. Together they offer a wide variety of innovative solutions. The toolbox has grown.

The Fleetback system enables the workshop to offer important additional services for both the dealers and the customers. For instance, they can now offer digital signatures for warranty work. As information or documentation of performed work, images and video is created. Bavaria Arendal also uses the system for cost estimates, whether it’s a change of windscreen wipers or brakes.

- The technician can film underneath the car, for instance. It can be for general information about the car’s condition, or we can document damages and send the customer together with a price estimate for repairs’, Aaness explains.

Documentation with Fleetback

‘Without Sharebox, it gets very fiddly. We lose the security in having both us and the customer being able to safely leave the car key’, says Karl-Fredrik Aaness, service advisor at Bavaria Arendal.

‘Additionally, we have time saved when the workshop is finished with the car. Now we’re able to finish everything at once. The key is placed in the Sharebox, and the customer comes at their own convenience. We don’t have to wait for them, or plan a delivery at the end of the day’, he continues.

Like many other dealers, Bavaria Arendal have customers working the same hours as they are themselves – between 8am and 4pm. That makes flexibility so valuable.

‘Not everyone is able to take time off from work. People are very pleased when they’re told that they’re able to securely drop their key off before working hours, and that they can pick it up whenever they want to’, Aaness says.

Flexibility with Sharebox

For Bavaria Arendal, they find it a bit more exciting that it is their “neighbour” delivering the important support functions. The Sharebox main office is located only a few miles from the BMW dealer.

‘We have customers working at Sharebox. De understand that we use their product a lot, and how we depend on it in a busy day. In our experience, they appreciate us. We’ve received very good help, either in the form of feedback on thing we ca do ourselves, or in that they send out a technician, basically within an hour’, praises Aaness

‘It’s fun to have a cooperation with a local company, and that we get to be a part of their journey, albeit a bit on the sideline. That Sharebox have grown so much is very exciting’, says the Arendal native.

Good neighbours

The common customer isn’t necessarily competent with regards to a car’s chassis or engine components.

‘In that case, it’s nice for a technician to show and explain any issues. We can add the cost for individual repairs. That way, the customer can get a better understanding of the costs’, says Aaness.

The service advisor can report excellent feedback.

‘Our customers have been very pleased. It gives a comprehensive overview both for us and them. They get to see the costs and the possibility to confirm the repairs. At the same time, we don’t have to deal with a discussion afterwards, seeing as the customer already has confirmed a go-ahead on the work needed in the app’, he says.

‘Comprehensive overview’

Enterprise bruker Sharebox aktivt. Som et tilbud, et supplement og en avlastning. Det fungerer svært godt for dem, men det aller viktigste barometeret er og blir hvordan kundene oppfatter dette. De er helt trygge på at dette oppleves som en god tjeneste.

– Vi har nærmest null dårlige tilbakemeldinger. Vi hadde ett tilfelle der en kunde ikke fikk opp boksen på Flesland, men Sharebox har en døgnåpen telefon for support. De kunne åpne boksen for kunden etter verifisering, så det løste seg greit, forteller Cohen.

Det er en fallskjerm som de altså svært sjelden trenger, men når de virkelig trenger det, er det bare å trekke i tråden.

– Jeg er utrolig fornøyd med servicen vi får fra Sharebox og at samarbeidet mellom oss fungerer så godt som det gjør, sier Michael Cohen.

Fornøyde kunder

– Jeg opplever at hele organisasjonen er interessert i å yte kundens beste. Introduserer vi verktøy som gjør kundebehandlingen bedre, blir det ofte godt mottatt, også Sharebox, sier servicemarkedsdirektøren.

– Vi ønsker å beholde de kundene vi har, men alle her ønsker jo også å få mange flere. Da blir Sharebox et viktig verktøy for å kunne levere kundeopplevelser i verdensklasse, avslutter Myhrstad.

Last piece of the puzzle

It is rare they need to take advantage of their neighbours. The system uptime is pretty much constant.

‘Only on a few occasions have we experienced downtime, and that was during system updates’, Aaness explains.

They’re looking forward to putting the last piece of the puzzle together. A payment solution.

- That’ll make it seamless for the customer. In some cases, they don’t need to be in direct contact with us at all. They can drop the key off in the Sharebox, pay at pick-up and sign potential warranty papers and such electronically through the Fleetback app’, says the service advisor.

One thing’s for certain. Sharebox and Fleetback are here to stay at the BMW dealer.

‘It’s a very easy system to work with. It makes our days so much easier’, ends Karl-Fredrik Aaness.

Happy customers,higher revenues. We combine digital services and hardware to help the car industry improve user experience and reduce cost.

Improved service, reduced costs. Create a better check-in and check-out experience for your customers, while lowering costs and increasing revenue.

Tailored for the car industry. A complete and secure solution for exchanging car keys and collecting payments.

Super easy car handover