Technology that transformed the Audi service experience

How we designed a real-time, quality assurance and intelligence platform for Audi HQ to monitor and manage service quality across its national dealer network.

Two males in an Audi service centre looking at a car and iPad

Challenge

With their passionate customers expecting an unparalleled, consistently high service experience, Audi needed to provide service technicians, managers and dealerships with technology that delivered more control, visibility and transparency when it came to managing vehicle service quality, ensuring a better customer experience and level of satisfaction across its dealer network.

Audi Q-Check

We created a powerful, real-time platform comprising three main components – Q-Check, Q-Control and Q-Capture.

All three worked seamlessly together to allow any dealership to manage their end-to-end QA process for vehicle servicing.

By capturing, auditing and enhancing data, video and imagery information across all dealerships, a consolidated national data view was provided for Audi HQ to monitor, check and track every vehicle being serviced across its extensive dealer network.

iPad displaying the Audi Q-Check login screen

More data,
better service

With Q-Check, Audi can access data about the performance quality of every technician, region and vehicle across the national dealer network, alongside direct customer feedback.

Managers can easily identify trends and problem areas in real-time, enabling effective quality support and change management services to constantly improve servicing standards.

Flowchart showing how data flows between Q-check database and technicians, dealers, head office and customers
>>

Happy customers

With the improved visibility and transparency in process, quality assurance and staff accountability provided by Q-Check, Audi HQ can ensure superior levels of vehicle and customer service are consistently implemented across all dealerships. The frictionless Q-check system is directly responsible for elevating customer satisfaction, building loyal relationships and positive referrals.
iPad displaying the Audi Q-Check dashboard

Perfectly integrated and implemented

Q-Check was adopted by 100% of Australian Audi dealerships, delivering huge improvements in vehicle service quality, dealership KPIs and service time, leading to a better outcome and experience for Audi’s customers.

The Q-Check technology also integrated with existing Dealer Management Systems (DMS), VIN APIs and Audi customer systems to deliver a truly end-to-end solution.

Other work

Data smarts that redefined how St.George sell credit cards

How a new approach to targeting drove consideration in a declining market.

A global, game-changing loyalty program

How we built an always-on acquisition, rewards and recognition platform for EB Games that gamers fell in love with.

The campaign that made a generation more scam savvy

How a new approach to scam education shook young Aussies from their apathy.

A platform that helped SMEs unlock a community

How we helped American Express empower small businesses to learn from each other.