A new app for iPhone and Apple Watch is changing how Volvo service technicians are interacting with customers, and each other
In designing the behind-the-scenes app, Volvo Car Sweden wanted to find a way for its Service Technicians, to have more time with the customer: building customer relations is paramount, the company said.
As the customer arrives at the service center, the technician is automatically sent a notification to their wrist, so they can greet the customer promptly. As well as the customer’s name, the car’s service history is right there on the technician’s wrist. Previously, they’d have had to go to a desktop computer and read it there, or else print it out to be able to have it to hand back at the car.
I spoke with Sanna Lindström, Volvo Car Sweden’s head of digital transformation, Digitalisation Director Markus Lundström, and Erik Bylund, head of tech and architecture and asked how the app worked.
Lundström said that far from taking over the Watch, what Volvo Car Sweden was doing was “feeding the data in the background to the Watch, so it’s there in an instant and so we don’t have to send a question to our core system, we’re always pushing the data to the devices.”
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