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Our operations are secured”
Conversation with CarGarantie CEO Marcus Söldner. How is CarGarantie dealing with the corona crisis?
Our operations are secured”
Automotive industry: How has CarGarantie adapted to the crisis and what measures have been taken?
Marcus Söldner: CarGarantie recognized the signs early and began preparing for the crisis weeks ago, for example by creating remote work options. For this reason, our workforce can continue to work decentrally in the home office. In this way, we protect the health of our employees and at the same time secure our operations. This affects all business-relevant areas - which is why all departments and services, including warranty processing and service centers, can still be reached. So retailers don’t have to worry about being left without our support. We are still available with all services.
How does the field service work?
We had to stop field visits for the time being due to the widespread ban on contact. Our field service experts ensure support for contractual partners via telephone and video chat.
What feedback do you get from your customers?
The situation is of course problematic for dealers and vehicle customers. Most dealers had to close temporarily, only the workshops are open. This puts car dealerships in a difficult situation and makes it more difficult for customers to follow their usual paths. In this situation, we make a special effort to provide good service and reliability and adapt to requests and problems flexibly and accommodatingly. But there is of course no question that everyone hopes that this crisis can be overcome quickly.
What expectations do you have for the next two or three months or what measures are planned?
We are preparing for a difficult situation in the next few months, but we have taken good precautions to continue to guarantee the usual CarGarantie service. In addition, our focus is of course on supporting retail. The customers that retailers are now losing must be regained and retained. We are therefore currently working on customer loyalty measures that are intended to support retailers in exactly this regard. In times like these, trust is ultimately important, and guarantees are an excellent way to generate trust. Our goal is to provide our partners with the best possible support, especially in this situation.