Volvo equips its technicians with the Apple Watch in search of more satisfied customers

Volvo equips its technicians with the Apple Watch in search of more satisfied customers
Volvo equips its technicians with the Apple Watch in search of more satisfied customers 1

Apps are not only something for us ordinary mortals, there are also a lot of companies that develop them only for their own organization. Volvo Cars has now developed an app, the Volvo Service App, for Apple Watch and Iphone for their technicians, something they presented this week.

The idea with the app is to free up the company’s service technicians from the desktop computer and give them more time for both their work and customer relationships. Volvo’s first idea was to create an app for the Iphone, but when they met the service technicians, they heard something completely different.

– We were told that they would rather use the Apple Watch instead of an Iphone. The reason was that the technicians want their hands free in their workshop work, said Markus Lundström, responsible for digitization at Volvo Cars.

Equipping service technicians in workshops with a sleek Apple Watch is not normal. But Volvo looked at it differently.

– The ones who meet the customers most during the car’s lifetime are our service guys. Not only should they know the cars but they are our face to the outside world. At the same time, they are the ones who move the most in their workplace. As we saw, the desktop computer was a barrier between technicians and customers. With all the information about the customer’s car on the wrist, synchronized in real time with our backend, the customer and staff get closer to each other.

Markus Lundström develops:

– When we followed up on customer satisfaction, we could see that 80 percent of our staff who used Apple Watch received higher customer ratings, said Erik Bylund, who is responsible for system integration at Volvo Cars. Another behavior we did not expect was that many people use the walkie-talkie app on the watch to communicate with each other.

According to Volvo, customers who have interacted with workshops where employees use the app are also more satisfied, as they can more easily get hold of their service technician. With this in mind, this solution may be something for CSN, Försäkringskassan or another state-owned company where it is notoriously difficult to get hold of their supervisor.

Volvo equips its technicians with the Apple Watch in search of more satisfied customers 1

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