Any vehicle going into Jacksons for a service or repairs will be given an initial bodywork check before the technician carries out his preliminary review. At this point he will pick up an iPad and go around the car, filming and explaining what, if anything, he might have found.
The software the company uses also divides the work into categories, engine, brakes, suspension etc, and compiles an estimate for the required work. This is then forwarded to the service advisers who check it through before sending it on to the customer.
Richard Ogden, service reception manager, explained: ‘This is sent either via email or by text message with a link to where the video can be viewed, as agreed with the customer beforehand. Once the customer has viewed the film, they have the option to approve the work there and then or request a call back if they have any queries.
‘The customer will have been briefed when they drop off the vehicle and so should be expecting to receive the video. As soon as we have the approval we authorise the technician to carry out the work.
‘Once the work has been completed we can print out the inspection report ready for the customer when they collect their car.
‘When we first introduced the system we had a few hiccoughs, as with anything new, but they have been ironed out and it is now running very smoothly.
‘The customers I deal with seem to love it, as they can see what needs to be done rather than us trying to explain it over the phone. It gives them a better understanding of the work that is required.’
The videos are produced for all makes and models that undergo service and repair, although certain manufacturers have their own expectations on how the video is presented.
Mr Ogden said: ‘If nothing is wrong we will still produce a video showing the condition of the brakes and other key components, and it may only run for a couple of minutes. If there is a bit of additional work it will be more in depth and could take up to five or six minutes. Sometimes it may require a second video explaining what has been found.
‘It has proved to be a very good system with benefits to the customer and ourselves.’
