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Luxury virtual service

Jaguar Land Rover (JLR) approached Axis Gold Partner Camsecure to find a cost-effective solution to solve high-level technical concerns remotely. The headquarters’ technical team devoted a significant amount of time out of office travelling to any one of the 44 dealerships across SA and sub-Saharan Africa, identifying atypical challenges onsite.

JLR commissioned Camsecure to provide an innovative solution to increase its technical team’s ability to offer the same level of assistance from a central office, while improving the customer’s experience by expediting the service turnaround time.

Only four technical engineers at the JLR African headquarters are on hand to support the dealerships across the continent; that’s 36 in South Africa and eight in sub-Sahara. Typically dealer technicians call on the headquarter team to assist with complex service problems on vehicles, however in some instances they need detailed support, making it difficult to explain and resolve without seeing the problem area in live view.

In that case, the technician then travels through to the dealer, which could result in extended periods of time out of office especially when it’s located outside of SA. This, in turn, not only leads to a backlog in the workload, but also a delayed turnaround time for customers.

Camsecure partnered with Axis to develop a unique and affordable solution. The collaboration led to the customisation of the AXIS M1034-W Network Camera to serve as a ‘third eye’. The M1034-W was identified as the most suitable based on the fact that it features all the elements to custom-make a unique solution for JLR. The small, smart and wireless HDTV camera includes a white LED to illuminate the focus point. It also offers two-way audio communication with integrated microphone and speaker, allowing remote listening in on an area, as well as communication with individuals directly or using recorded audio clips.

The lightweight camera was attached to a headband to free up technician’s hands, and has a stand and clamp for mounting too. It also boasts easy to use functionality.

This Axis network camera kit is the first of its kind in the automotive industry and its success could see it rolling out to other geographically challenged regions. This device cancels out any dealer guesswork when facing rare/unique complications, while having an expert observe the problem area means that cars are repaired quicker. Furthermore, the fast turnaround time positively impacts on customer experience, plus time and travel costs will decrease significantly.

“The creative customisation of this simple Axis network camera has helped Jaguar Land Rover South Africa and sub-Sahara Africa reprioritise customer service, improve the experience with our brand and better manage our operating efficiencies and resources. And, as a first in the industry, this unique device has given us the competitive advantage to further differentiate our offering,” says Steve Coxley, technical services manager, Jaguar Land Rover South Africa and sub-Sahara Africa

Although the device is fairly rudimentary it meets the brief and is already improving

efficiencies, reuniting customers with their vehicles a lot quicker. Plus, there’s potential to streamline the operating solution and further develop its capabilities.

Given that this is a first in the automotive industry, Coxley firmly believes that this innovative design affords the brand a competitive edge that has potential to go beyond the African borders and rollout to similarly geographically challenged regions.

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