In addition to needing to ensure the highest level of security when entrusted with a customer’s vehicle, a regional franchisee of a major automotive service and repair company wanted to use its video surveillance system to improve customer satisfaction and peace of mind, as well as ensure the security of its multiple locations.
With more Americans keeping their cars longer and driving them further, the demand for repair and service has grown. Customers also expect wait areas to be well kept, no high pressure upsells, and accountability to ensure they’re not being overcharged or ripped off.
Management turned to a system powered by Eagle Eye Networks that includes cameras in each repair bay, in the waiting room, and at checkout, as well as in their parking lot and entrance areas. They implemented security analytics and alerts to better protect facilities when the business is closed, and are using flexible retention on video from the repair bays to review work when customers have concerns about the quality of repairs and to hold mechanics accountable.
The franchise operations team has the ability to spot-check franchisees’ waiting and checkout areas for cleanliness and comfort, as well as watch, listen to, and retain interactions to improve training and reduce customer complaints.
Recent consumer survey data shows that individuals have higher expectations for surveillance and security from businesses that are trusted with the consumer’s most valuable assets. The franchise plans to use its surveillance systems to market its leadership in providing an exceptional customer experience, protecting customers’ property, and being accountable for the quality of the work.