Close to the customer despite Corona

What to do if all customer visits are cancelled as a result of the Corona pandemic? A difficult challenge also the Diesel Technic Group has to face since last year – with success. For quite some time already Diesel Technic has recognised the chances that are offered by the digital world and found various ways how to increase and optimise its communication with its customers by using these new opportunities. By following the trend from offline to online, the global player established several options for its customers to take up contact with the company and receive direct support if needed.

Online fairs: Digital concepts create proximity

As the direct exchange with customers on-site was mostly impossible in 2020 due to Covid-19, Diesel Technic backed on the participation in online fairs. Here, requests, for example, were answered via chat or video call whereby the interested parties could benefit from immediate assistance.

The Partner Portal provides information and procurement options

Diesel Technic’s customers receive detailed product information in the Partner Portal. It is the company’s future-oriented information and eCommerce procurement platform. The Partner Portal provides efficient access to the comprehensive supply of more than 41 000 automotive parts and accessories. Here, the whole ranges of the product brands DT Spare Parts and SIEGEL Automotive can be found.

For the users of the Partner Portal, the platform offers several benefits. Firstly, the users enjoy the advantage of a 24/7 access to the complete range of products and information. Besides, they are able to choose between several options for product search and decoding. If needed, the Partner Portal users also receive support in explicit parts identification. Another helpful feature is the display of accessory products as well as the information about product availability from regional warehouse. In addition, users have the possibility to download assembly instructions and Product Portraits. These Product Portraits give detailed information about specific products. Moreover, they also contain practical hints and tips for the correct handling and assembly of the products.

After finding the right product, users of the Partner Portal have the option to proceed directly to the buying process.

The HelpDesk for technical support

Since 2020, Diesel Technic’s customers can contact the company’s HelpDesk in the case of technical questions. On this platform, the Parts Specialists – Diesel Technic’s team of workshop professionals – offer technical support with regard to the products and services of the two product brands DT Spare Parts and SIEGEL Automotive.

Social Media for companionship in everyday workshop life

Furthermore, the Parts Specialists team and the product brands are also represented on social media like Instagram, Facebook and YouTube. On these channels, the Parts Specialists publish new workshop videos with practical advises for the viewers. Apart from this, followers have the chance to participate in different raffles where they can win great prices – often in combination with the Premium Shop which rewards the customers’ loyalty. Hereby, participants can choose from a wide range of attractive premiums.

Next to this opportunity, followers are also kept up to date with respect to new and special products that are also presented on social media like the so-called Product Highlights or SIEGEL Smileys.

Even if the direct contact between customer and company cannot be fully replaced by all digital applications mentioned, the experience shows that customer-specific solutions are a good alternative that greatly enhance the user-friendliness and help Diesel Technic to strengthen its customer relationships during the crisis.