Car service.

Meets customer service. Meets Apple?Watch.

Watch the film

Volvo Cars has a rich history of innovation and a reputation for premium customer service. So it was no surprise when Volvo Car Sweden reinvented how it helps its customers. The Volvo Service custom app for Apple?Watch and iPhone puts the customer service journey right on each technician’s wrist – so they can help customers directly, in addition to servicing their cars. Now technicians can spend less time at desks, car owners get an unparalleled experience, and Volvo Cars delivers on its mission to make life easier, safer and better.

At a glance

1.5KPersonal service
technicians
180Service points
30%More follow-ups
with customers

A go-to tool.
How technicians help Volvo owners,
from the first hello to the very last mile.

User-Centred Design

One dashboard.
Everything technicians need.

User-Centred Design

The Volvo Service custom app is designed to increase technicians’ quality time with customers. To bring the app to life, the Digitalisation team researched everyday workflows and identified opportunities. Data was integrated from multiple back-end systems to support every aspect of a technician’s job — from planning to service to follow-up.

Planning

Anticipate needs. Accelerate repairs.

Planning

With the app’s Planner function, technicians know exactly what time to expect customers and can view each vehicle’s service history without switching between programs. This helps technicians plan ahead and stay organised.

Handover

Excellent service

on arrival.

Handover

The custom app makes customer service more direct. There’s no longer a need for check-in desks. Instead, customers are greeted by their technician, who receives an Apple?Watch notification when they arrive. The result is a more informed and professional experience from the moment a Volvo owner pulls?up.

Service

Rev through tasks without miles of paperwork.

Service

Using the Volvo Service custom app, technicians can easily keep track of jobs with an at-a-glance view of each vehicle, including detailed records of past repairs and service. And because the app is an information hub, printing documents has been reduced by 40?per?cent.

Delivery

Record keeping
at record speed.

Delivery

Service is simplified even as technicians are wrapping up. They can close jobs in the app, add notes on vehicle services and manage interactions with the owner. This eliminates complicated administrative processes and helps everyone keep records up to date.

Follow-Up

Circle back without

going in circles.

Follow-Up

Follow-up calls are essential to customer service. Since the app’s launch, there has been a 30?per?cent increase in post-service calls and email. Notifications help technicians know which customers to contact and when. If a technician is too busy, another one can view their list of customers to set up a conversation.

Only with Apple

Apple
Watch

watchOS helps make people more productive. For Volvo Cars, real-time data from several back-end systems is now accessible in one app. Notifications, checklists and insights are available at a tap for true efficiency. And with Siri, technicians can multitask or call customers hands-free.

Best User Experience

Many technicians already used Apple?Watch outside work. The Volvo Service app, designed for watchOS and iOS, is all about bringing real-time solutions to service points and simplifying the workday. The easy-to-use app also has advanced built-in security.

Developer Platform

iOS and watchOS native apps are intuitive. Volvo Cars’ custom app was quickly deployed and scaled up, and ready to use at most of its retailers in Sweden, thanks to the power of Xcode and the ease of using the Swift programming language.

Results

Simplified workflows.

Better customer service.

80?per?cent of technicians using the custom app increased their customer satisfaction scores.

Technicians are less reliant on static workstations and more mobile than ever.

Alerts keep technicians connected and help forge lasting customer relationships.

Technicians print 40?per?cent fewer documents now that workflows are digitised.

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