Digitalization is transforming the automotive industry in general, including servicing and the sales of spare parts. The market is highly competitive and focus is therefore on the ease of gathering information, booking and paying online. This means that the user experience is business-critical.
Din Bil has the ambition to position themselves as Sweden’s best digital vehicle service facility. Their online strategy was initially focused on service booking, and Cloud Nine’s task was to increase the conversion rate by five percent – as cost-effectively as possible.
The previous solution for Din Bil’s service booking was not ideal for several reasons. There were many steps to complete and there was no modern technology available to automatically retrieve vehicle data from third parties to help the user. This resulted in unnecessary drop-offs in the order flow for service booking, with the result that only 15 out of 100 visitors completed their bookings online. Cloud Nine used statistical analysis and A/B testing to optimize the booking process. Improvements in design and simplified interaction led to 24 out of 100 started service bookings actually being completed – a result nearly 100 percent better than the set target and a 50 percent increase in the number of bookings.