VW launches ADR initiative

Volkswagen is rolling out a refreshing new attitude to the routine job of car servicing, maintenance and repair with the launch of its ground-breaking Aftersales Digital Reception (ADR) initiative.

Coming to Volkswagen Retailers across the UK throughout 2016, the ADR scheme introduces a new approach which keeps service customers informed every step of the way. Using redesigned service reception areas, the very latest hand-held tablet technology and online ‘explainer’ videos, it gives drivers a more relaxed, enlightened and straightforward experience.

The thinking behind the new ADR process is to keep customers better informed about, and more involved in, their car’s servicing work at Volkswagen Retailers. The initiative is rolling out across the brand’s 227-strong Retailer network throughout the year, with 800-plus Service Advisors in the network undergoing detailed training online and at the Volkswagen National Learning Centre in Milton Keynes.

Kevin Rendell, Volkswagen UK’s head of service and parts operations, said, ‘The Aftersales Digital Reception initiative has been many months in the making and is, we believe, a revolutionary approach to Volkswagen servicing and aftersales customer care.

‘Advisors consulting with customers, technicians demonstrating what work needs to be done via video and simple online explanations showing why work has to be carried out all combine to make the service process much less intimidating.

‘The ADR initiative brings a revolutionary 21st Century retailing approach into what has, hitherto, sometimes felt like a process that has changed only slowly for decades.  We are now keen to hear how our owners feel about this new-style aftersales service and very much welcome feedback.’