Volkswagen is presenting innovative service solutions in the area of after sales at the 2010 Automechanika, the world’s leading trade fair for the automotive industry, taking place in Frankfurt am Main from 14 to 19 September. At its exhibition stand in Hall 3.1, the company is putting the spotlight on some 35 themes covering everything from international training programmes to individualised sales and marketing concepts, practical new workshop systems, and its very latest repair methods. Volkswagen Genuine Parts and Volkswagen Genuine Accessories are also represented at the show.
The head of Volkswagen After Sales, Michael Horn, said,
“At this year’s Automechanika, Volkswagen is putting the focus on practice-relevant systems and concepts. We are showcasing the latest solutions which make the work of retail staff around the world easier. Our exhibition revolves around the service quality which is key to customer satisfaction and business success.”
At the heart of the display is the “service core process”, i.e. the standardised procedures which govern operations for Volkswagen partners around the world. This model allows everything from appointment scheduling to follow-up processing subsequent to vehicle return to the customer to be even more efficiently organised at the workshops. And practical networked workshop systems ensure a high degree of repair quality
Volkswagen is also presenting its modular “Service Training 2010” programme of qualification and training concepts. This programme is supported by the newly developed “Volkswagen Training Online” portal. Its modular structure makes it easy and inexpensive to adapt the training programme for retail operators anywhere in the world. Training is conducted in a combination of attendance phases and self-learning units, the content of which is retrievable from the “Volkswagen Training Online” web portal. Volkswagen service staff can now expand their theoretical knowledge in a self-learning process. This innovative form of teaching enables training costs to be downscaled by around 30 per cent.
Volkswagen is furthermore exhibiting its latest vehicle diagnostics software. The Off-Board Diagnostic Information System provides much better and faster online diagnosis support for service staff than was previously possible. Updating is likewise conducted via the internet. The new system does away with the need to post out CDs and DVDs. But this program can do even more. The findings of the diagnostic system are fed into Volkswagen IT systems, where they facilitate quality assurance both for present-day vehicle models and future vehicle developments.
Targeting the theme of market exploitation, Volkswagen is for the first time also presenting its international “Active Selling” project at the show. This concept is centred on improving customer orientation. The idea is to draw customer attention to the option of receiving tailored offerings for their vehicles and even more individualised consulting support.
Visitors to the Volkswagen stand will additionally be able to acquaint themselves with company themes concerning environmental and resource protection – its exchange-parts programme, for instance, or retrofitting solutions for diesel particulate filters. The latter programme is listed in this year’s Green Directory at the Automechanika. The Green Directory is a visitor’s guide to exhibitors presenting particularly sustainable or emissions-reduced products, services or processes.