A Top 10 car company in Australia is about to introduce a new way to keep customers informed about exactly where their vehicle is – all the way from the production line to the showroom floor.
As new-car wait times in Australia continue to stretch from six to 12 months – and in some cases 18 months to two years – German auto giant Volkswagen is about to launch a new online portal to keep customers better informed.
While major car companies such as Toyota and Ford have a few intermittent and vaguely accurate email updates between the vehicle being ordered and delivered, Volkswagen Australia plans to provide detailed step-by-step information from the production line to the showroom floor.
Volkswagen Australia executives say they remain hopeful of reducing delivery delays and waiting times for new models.
However, in the meantime, the company says it is about to launch a new online portal that aims to remove some of the uncertainty and guesswork from the new-vehicle delivery process – and enable customers to better plan when to sell their old vehicle before their new one arrives.
“Times are different, it’s now the norm to wait for a car rather than get one almost straight away,” Volkswagen Australia head of passenger vehicles, Michelle Rowney, told an end-of-year media breifing.
“So we wanted to go even further as a brand and do more to keep our customers updated.
“Launching this month is our new customer onboarding experience where customers will receive more meaningful updates and where their car is from the factory all the way to delivery, expanding the number of notifications from five to 11 – and it will be available by email and (text message) for the first time.
“Linking through to a web experience with a mobile interface, customers will be able to view exactly where their car is in the process, and also start to learn about all the technology features that they will also come to experience.”
Volkswagen says the new technology roll-out will also include “for the first time, an estimated shipping arrival of when their car is expected to arrive in Australia.”
The company says the same online portal will eventually be expanded to include a range of information for owners, including vehicle explainers and service bookings.
The detailed new-car delivery portal is due to ramp up as Volkswagen Australia plans to receive a boost in vehicle supply from its European factories next year.
“We are hopeful for a 20 per cent upswing or more in sales next year as supply-chain normality returns, and we launch our broadest ever line-up,” said Ms Rowney.
National Motoring Editor
Joshua Dowling has been a motoring journalist for more than 20 years, spending most of that time working for The Sydney Morning Herald (as motoring editor and one of the early members of the Drive team) and News Corp Australia. He joined CarAdvice / Drive in 2018, and has been a World Car of the Year judge for more than 10 years.
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