Re-imagining Aftersales

We made ŠKODA servicing simpler to understand…

Like many manufacturers, ŠKODA was suffering a sharp decline in owners using main agents for servicing and repairs, once the standard warranty expired.

In fact, whilst prices were slightly higher than the independent sector, ŠKODA dealers offered significantly better value. The problem was owners had long assumed the opposite. ŠKODA lacked boldness and wasn’t being a player.

We reasoned the best opportunity to influence was when customers were still using ŠKODA for servicing and on site. By reminding them of the valuable benefits provided at a main agent, the decision to leave would be far less clear-cut.

Instead of dull and conventional leaflets, charming animations were developed and screened in waiting areas of all retailers. Each benefit was highlighted and encouraged further discussion with the Aftersales team.