[Photo by Kia Motors Corp.]
South Korea’s Kia Motors Corp. pushing its future mobility drive has applied big data and digital solutions in after-sales service.
According to industry sources on Tuesday, Kia Motors has completed upgrading its 14 repair and maintenance shops across Korea by early this year, with only four places waiting for enhancement. Kia Motors’ partner service and maintenance firms including Auto Q also have almost finished the work on nearly 800 centers.
Kia Motors embarked on the service center upgrade project in 2009 to accelerate its digital innovation drive for future mobility technologies.
As part of the project, Kia Motors has integrated the reservation and service work, which was offered at the counters of each center, into one available in the mobile application KIA VIK or by phone call in 2018. Under the integrated service, a customer call immediately leads to the big data analysis to address reported problems and then required auto parts orders to Hyundai Mobis, the auto parts supplying sibling under Hyundai Motor Group.
“The new integrated system reduces the inconvenience of customers who had to visit the service center for twice or more due to parts shortages and wait for longer after booking,” said an official at the company.
Digital transformation is another feature in the upgrades of Kia Motors’ repair and maintenance centers. The company’s customer service division has unveiled RED SEMS, a digital solution for customer services, and applied it to each of Kia Motor shops and Auto Q outlets. With the RED SEMS solution, service employees are able to provide real-time information about the entire process of maintenance for customers ranging from reservation and current status to previous history and vehicle data by using table PCs.
Kia Motors also has secured 33 repair and maintenance places for electric vehicles as of the end of last year. It now targets to increase the number to more than 900 by 2025. For maintenance experts at the places, Kia Motors built a training center in Osan, Gyeonggi Province in 2018.
By Lee Jong-hyuk and Lee Ha-yeon
[ⓒ Pulse by Maeil Business Newspaper & mk.co.kr, All rights reserved]