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Fixico: Digital Repair Service for Fleets

Arval uses it, Sixt - and now Vinfast too: The Vietnamese car manufacturer relies on the digital vehicle repair management platform Fixico to offer premium customer service.

New Partnership: Jean-Christophe Mercier, Vice President Aftersales and Customer Ownership Experience at VinFast Europe, at the contract signing with Derk Roodhuyzen de Vries, CEO and co-founder of Fixico. | Photo: Fixico
New Partnership: Jean-Christophe Mercier, Vice President Aftersales and Customer Ownership Experience at VinFast Europe, at the contract signing with Derk Roodhuyzen de Vries, CEO and co-founder of Fixico. | Photo: Fixico
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VinFast customers also have the prospect of conveniently scheduling repairs through the Fixico platform within a Europe-wide network of more than 3,000 body shops. The digital platform ensures a seamless customer experience, while Fixico's efficient spare parts management guarantees short service times. The cooperation agreement initially applies to markets in Germany, France, and the Netherlands.

By using the Fixico platform, VinFast can specifically select body shops according to its own requirements and define the training and quality assurance processes itself. With this partnership, VinFast also retains full control over the customer experience, including repair processes and warranties. This allows VinFast to continuously improve the customer experience. Additionally, VinFast can integrate further selected service providers into the platform to create a comprehensive aftersales offering and strengthen competitiveness in Europe.

Jean-Christophe Mercier, Vice President Aftersales and Customer Ownership Experience at VinFast Europe, explains:

“In addition to excellent quality and affordable prices, VinFast aims to stand out with its service quality. Besides a 10-year warranty, which is industry-leading, and our outstanding services, the collaboration with Fixico will help provide our customers in Europe with first-class customer service. Together, we will make electromobility a more reliable and attractive choice for everyone.” 

Derk Roodhuyzen de Vries, CEO and co-founder of Fixico, proudly explains:

“We are excited to collaborate with a leading electric car manufacturer like VinFast and now want to show how our groundbreaking offering makes life easier for electric car drivers and supports the transition to a more environmentally friendly future.”

Since its market launch in Europe, VinFast has opened flagship stores in numerous cities and built a comprehensive service network that includes roadside assistance as well as private and public charging solutions. With already over 70,000 reservations worldwide, VinFast has set the ambitious goal of expanding its distribution network across Europe to directly serve customers as soon as the vehicles hit the road.

 

In the interview, we wanted to know from Derk Roodhuyzen de Vries whether he could quantify Fixico's savings in concrete numbers and how the reliability of the system is evaluated – which is always particularly tricky in the service and workshop area.

How is the evaluation handled at Fixico? Does it come directly from the customers and how is its accuracy verified? Often, small details can lead to significant annoyances or sometimes overreactions?

Derk Roodhuyzen de Vries: The evaluations come directly from customers, both from drivers and business partners such as car rental companies. These evaluations are then visible on the dashboard for our partners. Fixico carefully checks the evaluations for inappropriate language and monitors the misuse of the evaluation system against Fixico or the workshop. In case of problems, we naturally support both sides.

How can Fixico bridge supply and time bottlenecks? Both are urgent issues currently bothering many customers significantly.

Roodhuyzen de Vries: With the help of our platform, we enable workshops to order the necessary parts before the vehicle arrives at the workshop. This ensures faster repair and thus a quicker return of the vehicle.

In the case of unavailable spare parts, the workshops are informed about this during the damage planning, so that they can schedule the repair accordingly, order parts from alternative suppliers, or if possible, opt for the repair of a part instead of replacement. All of this positively impacts the repair time or the duration of the vehicle downtime, so that the end customer ultimately does not have to do without their car for a long time.

However, we are not able to resolve the unavailability of parts at the manufacturers or their distribution partners.

Are there feedback from Arval or Sixt on the cost and/or time savings with Fixico? Can this be quantified in practical terms?

Roodhuyzen de Vries: On average, leasing and rental car companies save 15 percent of the direct and 30 percent of the indirect repair costs with our platform. It is important not only to consider the saved direct repair costs, but the total repair costs, which also include indirect costs. These include

  • the time required for the manual handling of the repair (compared to handling via our digital platform),
  • lost revenue or costs for replacement vehicles because the vehicles cannot be used,
  • the reliable selection of workshops that can quickly and carefully repair a specific damage at acceptable costs.

Savings on repair costs are important, but complete control of the entire process is also a crucial argument. With Fixico, all communication among all parties is bundled in a digital environment, repairs can be directly assigned to the most suitable workshop, and companies get a comprehensive insight into the process. This leads to a high level of customer satisfaction, which is also reflected by a high Net Promoter Score of over 65 among our customers.

What does that mean?

Fixico tackles the crucial levers of service and repair operations: time, procurement of parts, and evaluation. And, according to their own statements, they can indeed achieve advantages for all participants here. All the more reason to be curious about how Vinfast will rank in workshop rankings in the future.

Translated automatically from German.
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