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ABOUT THE CLIENT
L’emir Sp. z o.o. is an authorized Škoda dealer and service center, serving a wide group of customers in the sale of new vehicles and after-sales services. The company focuses on high-quality service and innovations that streamline the work of advisors and increase customer comfort.
About the project
The contactless service path is an innovative solution combining a physical key locker with an advanced service application, designed to fully automate visits to the car dealership.
Implemented in the authorized Škoda L’emir service center, the system allows the customer to be precisely guided through the entire process – from remote key handover, through cost estimate acceptance, to the verification and safe release of a replacement car. Thanks to the seamless integration of the device with the IT system, the platform not only drastically relieves advisors but also genuinely redefines the standards of modern, 24/7 customer service.
INITIAL REQUIREMENTS / CONSULTING
From a general vision to a specification
Škoda L’emir approached us with a clear ambition for contactless service and the implementation of a key locker. Since the client primarily had a vision of the target user experience, but lacked detailed operational scenarios, expert support was necessary before starting the development work.
Workshops and architecture design
We conducted a series of consulting workshops that allowed us to organize the concept and anticipate edge cases. Based on these, we designed a robust architecture for the entire solution and created a detailed backlog, translating the idea into a scalable, production-ready system.
CHALLENGE / ANALYSIS
Strict procedure for releasing a replacement car
The biggest challenge from a procedural perspective was creating a secure process for releasing replacement cars. This required implementing mechanisms for absolutely certain confirmation of the customer’s identity and maintaining full compliance with the strict rules of authorized service centers, to prevent releasing a car to an unauthorized person.
Ergonomics and intuitive UX for an innovative process
The project was highly innovative, which meant that the dealership’s customers would encounter a completely new way of service. The key locker interface and the associated web application had to guide the user step-by-step, from the first contact until the vehicle pickup, ensuring simplicity that anyone could handle.
Wide range of scenarios and error handling
The system had to react flawlessly to unusual situations generated at the intersection of hardware and the user. This included, among other things, attempts to leave the wrong item in the locker, the need to remotely reopen the door, data entry mistakes by the customer, or failure to pick up the keys at the previously declared time.
PROJECT GOALS
The main assumption was to create a cohesive ecosystem that would automate repetitive processes and permanently relieve the dealership’s reception staff. Together with the client, we defined a set of goals guaranteeing not only the optimization of service work but, above all, the highest standard and safety of the new user path.
24/7 contactless customer service
Providing users with the ability to hand over and pick up keys at any time, in a fully self-service manner. This process was intended to seamlessly cover all stages of the visit: from dropping off the car to receiving a replacement vehicle.
Drastic reduction of the advisors’ workload
Automating repetitive tasks at the reception, such as receiving cars, verifying data, and issuing keys. The assumption was to shorten the service time at the dealership and completely eliminate queues at the counter.
Integration of physical and digital processes
Designing a unified IT system supporting service processes and seamlessly managing the operation of the physical key locker, so that every mechanical movement of the locker is reflected in the cloud.
Transparent communication and a new UX experience
Elevating service quality through clear, SMS/MagicLink-based communication. The customer was to receive real-time information about the order status and the ability to remotely submit comments and accept cost estimates.
Uncompromising data security
Implementing advanced identity verification mechanisms, ensuring the highest level of process security, especially at critical points such as the physical release of keys to new cars.
Readiness for standardization and scaling
Creating a technologically and operationally stable solution that, after a successful pilot deployment, could be efficiently launched in other Škoda locations as a new service standard.
Solution description
The designed solution combines the SAIK key locker with a complete, web-based service platform that guides the customer through the entire vehicle service process. The system operates at the intersection of advanced IT software and a physical device, ensuring the automation of the most important stages of the visit and allowing remote handling of the entire service path without the need to visit the reception.
PROJECT DETAILS / IMPLEMENTATION
The architecture of the solution is based on strict, bidirectional integration of dedicated web software with the physical modules of the SAIK key locker, which guarantees the machine’s immediate reaction to the customer’s actions in the application.
The data flows into the central advisor’s panel, where it is continuously synchronized with secure external services, such as identity verification based on electronic banking (Kontomatic) and payment gateways.
The entirety handles a wide spectrum of unusual scenarios, recording every deviation from the norm at the hardware level in real-time. The result is a highly automated environment capable of independently and securely processing the entire vehicle service cycle without any reception intervention.
Integration with the SAIK key locker
The software manages lockers, locks, and the screen, and every physical action is instantly reflected in the service panel.
Identity verification with Kontomatic
An electronic banking system was integrated to flawlessly and securely verify identity before releasing a replacement car.
Remote communication (MagicLink)
The customer clicks on a secure SMS link that directs them to a personalized path in the browser, without the need to install any applications.
Work acceptance module
An option for remote cost estimate submission was implemented. The customer can instantly accept or reject additional costs with a single click.
Remote payments and invoicing
Fast online payments were integrated. The system provides instructions for picking up the car from the key locker only after the generated invoice is paid.
Handling unusual events
Real-time mechanisms record errors (e.g., wrong items in the locker) and alert the advisor, providing full control over the process.
Results and business
impact
The implemented solution significantly streamlined the work of the Škoda L’emir service center, allowing customers to quickly and independently go through the entire process – from dropping off the keys to payment. This built a solid foundation for further digitalization of services and became a hallmark of a modern, innovative dealership.
Service automation and advisor relief: Car reception, work status, and pickup are self-service, which drastically reduced the number of repetitive tasks on the team’s side.
A new level of security: Verification via Kontomatic eliminated the risk of incorrectly handing over a replacement vehicle.
Faster communication with the customer: Thanks to MagicLink notifications, customers are kept up to date, which significantly reduced the number of phone inquiries to the service center.
Instant pickup and payments: The ability to remotely accept cost estimates and pay for services eliminated the need to wait in lines at the checkout.
Image strengthening and scalability: The new service model built the image of a highly innovative service center. The system architecture was planned for easy implementation in other dealerships of the network.
Full control over orders: Recording every event from the locker directly into the service system reduced the number of operational errors.
CLIENT TESTIMONIAL
“Collaboration with the development team went very smoothly and gave us the feeling that the project is in good hands. From the beginning, we could count on a full understanding of our needs and a proactive approach to designing the process. We are very satisfied with the cooperation and the achieved results. The project met our expectations, and the solution gives us a solid foundation for further digitalization and the implementation of similar models in other locations.”
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