Transparency That Pays Off for Jaguar Land Rover Royal Oak with V2C

JLR Royal Oak wanted to build trust with their customers to improve overall satisfaction and create a better service experience. They aimed to deliver a service process that not only explained repair needs but also visually demonstrated them, fostering greater transparency and confidence.

To realize this, JLR Royal Oak partnered with Kimoby to implement its V2C solution, complete with AI-generated estimates. The strategy had two critical components:

Transparent communication through media
Service advisors sent personalized videos showcasing the vehicle’s condition, paired with AI-powered estimates. These estimates were automatically generated based on the recommendations outlined in the videos, giving customers clear and actionable repair options. This combination provided clarity, helped customers make informed decisions, and fostered trust.

Strong team buy-in
Technicians got on board from the start with the initiative because they saw the immediate value of pairing videos with associated repair recommendations, recognizing it would greatly enhance the customer experience and that their efforts would have a meaningful impact. Their shared commitment, combined with leaders within the team who acted as strong supporters by encouraging and helping others, ensured the new process stuck.