Subaru is changing the way its customers traditionally service their cars by introducing new mobile service vans*. Qualified Subaru mobile service technicians perform the service from the convenience of the customer’s chosen location – whether at home, shopping centre (dependent on access being granted by the centre’s management), work etc. The new service is a part of Subaru’s “do” rebrand initiative, to be innovative and “do things differently”, ultimately creating positive change for customers.
Subaru Australia Managing Director, Colin Christie, said: “We have been very encouraged by the reaction to this concept. It’s the way of the future. If you are not innovating in today’s world you’re probably falling behind, and as a brand known for innovation, it’s imperative for us to continue to roll out new ideas.”
The mobile service van was rolled out earlier this year and was initially trialled in Subaru Narellan, NSW. It is now operating within the areas of several Subaru Sydney retailers. The van has also been on Subaru’s dealership roadshow nationwide and is currently being evaluated in Canberra, Wagga Wagga and Port Macquarie. The van will also support pop-up stores in Melbourne next year.
Customer feedback has been overwhelmingly positive. Subaru Narellan’s Service Manager, Phil Eyke, said: “The response from customers is great once they have experienced the service. Our own network of service centres have been receptive to the mobile service van and we believe that corporate clients will likely be a large part of mobile service clientele moving forward.”
Given the success rate and network capacity, it is expected more mobile service vans will be introduced across different regions. It is anticipated that 10 vans will be on the road by the end of 2017, according to Christie. The vans offer customers convenience and time saving, two main factors preventing people from servicing their cars or on a timely basis. They also eliminate any need for customers to wait at a service centre.
The Subaru mobile service van is particularly popular amongst care-givers, those with busy work schedules as well as elderly people. There is also a positive response from the technicians performing mobile services, allowing them to experience personal one-on-one customer interaction. Eyke said: “It has become a great opportunity to introduce talented team members to customer interaction, and I am confident the future leaders of our business will come through these ranks.”
The van is also being offered to Subaru fleet customers who value the idea of mobile servicing to minimise the disruption to work.
*Mobile servicing not available for 50,000KM service (all models), STI vehicles, and pre MY12 vehicles.