Digitalization makes car servicing better, more efficient and cheaper; from simply making appointments via smartphone to integrated damage reports via video - even without direct customer contact if necessary during the pandemic. The winner of the 25th edition of the Service Award is Neils & Kraft. The Mercedes-Benz partner from Giessen took first place against strong competition.

The field of applicants also included a location from the Beresa Group, for example, which won the Service Award last year. The jury, which included editors from the trade journal "kfz-betrieb" as well as representatives from the sponsors "Loco-Soft" and "TÜV Nord", was impressed by how consistently Neils & Kraft, founded in 1927, has already driven forward the digitalization of its service process and what good ideas the team around Managing Director Michael Kraft and Service Manager Oliver Görsch have developed in the process.

This has made the dealership one of the most progressive companies in the industry. This starts with making appointments. Thanks to the in-house app, customers can make appointments from their smartphone without having to laboriously log in or enter vehicle data. From the jury's point of view, however, the integrated damage report is what really makes the difference. Customers who have had an accident can send pictures of the damage to the company via the app. They then receive an initial cost estimate from an expert. And, of course, the Neils & Kraft app also has an interface to the Mercedes-Me account.

However, it is not only the customers who benefit from the app and the associated data streams, but also the Neils & Kraft employees. Thanks to digitalization, the processes are "transparent" - everyone involved can follow them transparently. Contactless vehicle acceptance is particularly popular in times of corona. The customer simply scans a QR code with their smartphone, enters the most important data such as name, desired work, parking location, etc., and signs with their finger. The order is sent to the dealership digitally by email. The customer gets an impression of the damage to their vehicle via video. "We can implement the service process completely without customer contact," emphasizes Michael Kraft.

Digitalization solutions such as these also played the main role in the applications of many automotive businesses. Ralf Koke, Managing Director of service award sponsor "Loco-Soft", says: "During the pandemic, many businesses have learned that digital communication is essential for survival. I think all companies are now happy to be able to access these channels, because they mean more customer access. The unique selling points of the automotive industry are reliability, great expertise and accessibility. And customers also feel this - regardless of whether they drive directly to the business, call or go to a chat."

Dirk Helmold, Head of Sales and Marketing at service award sponsor "TÜV Nord", was particularly impressed by the variety of digital channels and tools: "Among the top winners, you can see QR codes and digital service processes, online appointments and even chatbots. It's amazing what you can find there. Corona has certainly accelerated a lot here, but even after the pandemic, digitalization will not turn back. And that's a good thing."

With the Service Award, the trade journal "kfz-betrieb", together with its partners "Loco-Soft" and "TÜV Nord", honors automotive businesses that distinguish themselves through innovative service concepts and sophisticated marketing strategies. The elaborate application concept guarantees the high quality of the award-winning businesses. After an online entrance test, participants must complete an extensive questionnaire in which they describe their workshop business in detail. The ten companies with the highest scores are then visited by a jury.

Here is the list of winners of the "Service Award" 2020:

1st place: Neils & Kraft, Giessen

2nd place: Beresa, Nordhorn

3rd place: Autohaus Durst, Ostfildern and

3rd place: Autohaus Heinemann, Salzgitter

The following participants achieved a top ten placing:

Heinrich Göbel, Langen

Böhler car dealership, Schopfheim

Autopunkt Falkensee, Falkensee

Rainer Seyfarth car dealership, Gotha

Wilhelm Müller car dealership, Donzdorf

Tiemeyer Gelsenkirchen-Buer, Gelsenkirchen

"kfz-betrieb" is the most widely read trade magazine in the automotive industry and has been informing the automotive trade and service sector for over 100 years. "kfz-betrieb" is the official organ of the German automotive trade (ZDK), the professional interest group for around 38,000 car dealerships and workshops. News from the entire automotive industry can be found at www.kfz-betrieb.de and in the daily newsletter The parent company Vogel Communications Group is one of the leading service providers for B2B communication in the German-speaking world. Its headquarters are in Würzburg. With four agencies in Berlin, the Group offers comprehensive communications expertise. The Group's services range from specialist media, corporate publishing, social media services, PR, trade fair services, networks and communities to market intelligence & insights and an in-house congress center.