STARView – APV

STARView is an innovative tool that was implemented last December at the C. Santos VP workshop in Palmela, with the aim of transforming the way our workshops communicate and present information about vehicles to our customers. Through this platform, technicians capture detailed videos during the diagnosis and maintenance process, documenting any faults found in the vehicles. These videos are then sent to customers via a message with a link by text message or email, offering a clear and accurate view of the problems identified, allowing customers to accept the quoted repairs directly on the platform.

The implementation of STARView has brought a more transparent and effective approach to customer communication. With the videos being sent, customers now have a direct view of the actual condition of their vehicles, which provides a deeper understanding of the necessary interventions. This level of detail helps to establish a stronger relationship of trust between the customer and the workshop, as they can follow the diagnosis or necessary repairs more accurately and without ambiguity.

In addition to improving communication and transparency, STARView also had a positive impact on the workshop’s performance in terms of evaluation. There was an increase in the number of 5 ratings in the SFU among customers who had viewed videos. In Palmela in 2024, the average 5 rating was 68% in SFU surveys, and in December, January and February, the average of customers who viewed videos and gave a 5 rating was 78% of surveys, which was positively reflected in an improvement in Palmela’s overall SFU. In 2024, it was 4.45, and in January and February 2025, it stands at 4.64 cumulatively and 76.9% of 5 ratings.

In Palmela’s overall CSI, the average for 2024 was 3.97 at the end of the year, and now in January and February 2025, the cumulative CSI is 4.13. This increase in ratings was aided by STARView, which provides a more personalised and transparent service, something that customers recognise as a differentiator in the service provided. The ability to view anomalies and understand the solutions proposed by technicians has resulted in a more positive perception of the quality of service and competence of the workshop, and has also facilitated several budget awards, without the need for the customer to visit the workshop to see what was damaged, optimising the customer’s time and the fluidity of our workshop processes.

In summary, the implementation of STARView at the C. Santos VP workshop in Palmela has not only improved the efficiency of some processes, simplifying the way a Customer Manager explains a diagnosis and the necessary repairs to the vehicle to the customer, but has also transformed the way we communicate with our customers, because now, without leaving home or wherever they are, they can see a video of their vehicle from the same perspective as the technician, and have a much clearer idea of the problems detected, making it easier to understand the quotes presented. By providing detailed videos of the condition of vehicles and the faults detected, the tool has increased transparency, strengthened customer confidence and contributed directly to improved ratings, with a significant increase in SFU 5 ratings and the Overall CSI in Palmela as early as 2025.

This advance demonstrates the company’s commitment to excellence in service and continuous innovation in our customer relationships, which is why we intend to gradually implement STARView in all C. Santos VP workshops. In March, we started at the Feijó workshop.