‘Audi Cam’ program launched to provide better customer service

Article by Anita Panait, on August 8, 2012

Audi has launched a new program, the “Audi Cam”, in the United Kingdom, aimed at tightening its relationship with its customers by providing better transparency. Under the program, Audi Centre technicians across the UK will be employing handheld cameras called “Audi Cam” while carrying out workshop inspections.

Technicians will then film the specific problems of the inspected cars, give verbal diagnoses and send the video clips to customers' home computers or smartphones before commencing any work. The Audi Cam is a small, hand-held video camera capable of creating high quality footage with superb sound quality.

Audi technicians will use the Audi Cam to visually and verbally identify a customer's vehicle on film after carrying out an initial inspection. They will then identify and clearly explain any problems found and then propose corresponding solutions. Each problem pinpointed will be filmed as a single clip to minimize file size and reduce ‘buffering.' It also allows the technician to upload the clip at an exclusive-for-customer web page for a minimum of three minutes. The link to the page will be then e-mailed to the customer, who can access it through a unique PIN number sent separately through text message to their mobile phone.

The page can be viewed through home computers and smartphones, giving customers full access anytime, anywhere. The web page will also contain relevant film clip or clips, and will grade each problem found as ‘urgent', ‘advisory' or ‘for info,' thus providing the customer a clear idea of its severity.

The page will also provide a VAT-inclusive price quotation for each job, along with action buttons that allow a customer to authorize the Centre to proceed with the work at the price quoted. A customer could also reject the work or request a call back to discuss the problem.

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