Carspect

Muster is present in all stages of the customer experience

Carspect has quickly achieved a significant position in the Swedish inspection market. Following the dismantling of the state monopoly in 2010, Carspect began to challenge its more traditional, privatized competitors, especially with its customer-centric approach.

The customer orientation is reflected in Carspect’s operations, for example, in the fact that its inspection stations are modern and smaller than usual, but there are many of them. In this way, the stations are closer to the customer and easier to find, and the vehicle inspection can be performed during a shopping trip, for example. In addition, Carspect has the desire to hire staff who are committed to customer service.

It is important for us to take care of the entire customer experience from online booking and prepayment to arrival, the waiting experience and post-reporting. Muster effectively serves the different stages of the experience and helps us give good advices to customers both before and after the inspection. At the same time, it helps minimize our financial risk and ensure our cash flow, says Markus Falk, CEO of Carspect.

Carspect completed the renewal of all its information systems at the end of 2019. In addition to the inspection system, the website and ERP system were renewed, and Power BI was introduced as an analytics tool. Also, all systems were moved to the cloud.

The digitalization of vehicle inspections brings business benefits on many different fronts: it streamlines practical operations, helps reduce errors, speeds up lead times, brings new opportunities for customer acquisition, and improves the use of resources.

– We took a big step forward in 2019. We compared several different options, and ended up with Muster by Pinja due to, among other things, low long-term operating costs. We also wanted an external, independent partner with whom we could develop the system in the long term, Falk notes.

Muster is now used at all of Carspect’s more than 100 stations in Sweden. It serves, among other things, as an inspection booking system, cash operations, resource allocation, filling in the inspection card and completing inspections. It is also used for customer data management, billing and comprehensive reporting. In addition, it can be used to support marketing, for example by sending customers reminders of an approaching inspection deadline.

In their daily work, inspectors use the browser-based Muster on their smartphone and record the inspections and the results obtained from them. Photographs are also taken of each inspected car and stored in the system for possible future use.

Part of the good customer service is also that bad news is conveyed to the customer tactfully – almost a quarter of the cars fail the inspection. In these situations, it is important to highlight common goals, such as road safety and respect of the environment. Another significant advantage is that the inspection results can be passed on in a customer-friendly and easy-to-understand format, and that the repair instructions are clear and justified.

Fast-paced inspection work requires an adaptive tool

Carspect conducts thousands of vehicle inspections at its stations every day, and annually close to a million. Therefore, it is extremely important that the system that serves everyday use supports the smooth and customer-oriented management of work.

– The staff has provided positive feedback on Muster. The system was adapted to meet Sweden’s own statutory reporting requirements, and Pinja handled the implementation and final adjustments quickly and flexibly. Above all, we think that Muster is an easy-to-use and flexible tool, Falk says.

In addition to the inspection system, the cooperation between Carspect and Pinja has also expanded to data warehousing and Power BI-based information management solutions, and Pinja also plays a significant role in Carspect’s CRM system development. The comprehensive package therefore not only includes comprehensive inspection information but also all the financial information needed to run the business. The SaaS-based service keeps the cost structure efficient and reduces the need for their own IT infrastructure and administrative work.

Effective information management is essential for an expanding chain. In addition to Sweden, Carspect currently has networks of more than ten stations in Estonia, Poland and Latvia.

– Our growth throughout this good decade has been huge, and we have opened an average of ten new stations a year. More is under way, Falk suggests.

Photo: Carspect