Aiming for world-class service

Kverneland Bil have set their targets high. The service they provide their customers should be the very best. The customer journey is tailored to individual needs.

“We want to offer all our customers a world-class experience. What that means is up to the customer to judge, but we are doing our share to make sure that the customer gets that experience,” says Atle Myhrstad, aftermarket director for Ford at Kverneland Bil AS.

That the customer should leave satisfied with their experience is a common theme with the people we talk to at Bilhuset at Forus in Sandnes and Stavanger.

“World-class customer service means undivided attention on the customer. They need to get what they need to have a good experience with us. Phone calls and e-mails are being answered. The car comes in and leaves at the right time,” says Susanne Tjensvoll, team coordinator at the Kverneland Bil customer centre.

The final stage was one of the major reasons the dealer group decided to install Sharebox at all locations: The possibility to integrate with their own IT system. Doing so, it becomes more than just a static key box. The integration has the potential to become a powerful combination.

“It was critical for us to integrate Sharebox with our systems. As well as pick up and delivery, the key box becomes a part of the completely digital customer journey,” says Myhrstad.

When integrating and implementing new systems, they are focused on not creating extra work in the organization.

“It needs to be simple, automated solutions behind. We need to avoid manual processes giving more work or that can be a source of errors,” says Myhrstad.

“We are now working on a solution where we can receive payments and integrate that with Sharebox, without the need for additional systems. The work isn’t complete yet, but we only have the final programming and testing remaining,” he continues.

Integration was key

As part of their service concept, they have installed Sharebox at all their Ford locations. Some have had it for a while, others have had it installed fairly recently.

“The customer should be able to pick up and deliver their key in a safe way. Sharebox is a system we have tested over some time now and is a service and box that always works. It doesn’t matter if it’s minus 20 or plus 20 degrees. It’s easy to use, efficient, and the customer has a feeling of security,” says Myhrstad.

For the time being, Kverneland only uses the box for pick up and delivery of keys, but a Sharebox can be so much more. For the dealer group, only the first stage is implemented. The next stage is marketing, and a view to increase usage.

Chose Sharebox

“Sharebox gives a flexibility by allowing us to be available 24-7,” Refsland says.

Another example is how they want to provide video at key pick up, where the customer can see how the car was diagnosed and repaired at the workshop.

“The customer makes the decision on what suits them best. If they want, they can take part in the complete process, without entering our facilities physically,” Myhrstad explains.

Kverneland Bil Ford offers a lot of different services. As an example, they do express services, where the customer can get the car through the workshop in an hour. They also offer pick up and delivery services, as well as mobile service, where they come to the customer for servicing.

“Our vision is a world-class customer experience, so we have to adapt to each individual customers’ need,” Jan Olav Refsland points out. He is director of dealer development and training at Kverneland Bil.

With locations covering practically the whole of the Norwegian south coast and western regions, and tailoring both consumer and business customers, they meet the needs of all customer groups. From families with children to business customers with large fleets.

Several service concepts

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

“In my experience, the whole organisation has an interest in performing to the best for their customers. If we introduce tools that make this even better, it is generally well received, including Sharebox,” he says.

“We want to keep all the customers we have, but everyone here wants to attract even more. Sharebox becomes an important tool in our aim of delivering world-class customer experiences,” says Myhrstad.

Large organisation

When it comes to local, private ownership, Kverneland Bil is the oldest Ford dealer in Europe. Through the years, it has grown to a large organisation. The aftermarket director, Myhrstad, has a goal of delivering the same customer experience, regardless of whether it is a small or large dealer in the group.

“We are working with our strengths in the group. To make the whole organisation appear as a large dealer for all the customers wanting to test drive a car from Kverneland Bil. If you buy a car, we are committed to the whole package. Not just the car itself,” he says.

When everyone pulls in the same direction, new services like Sharebox are not met with scepticism in the organisation. For Kverneland Bil it is mainly about improving the customer experience, not increasing efficiency.

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