Customer Journey Map Car Wash

The car wash has traditionally been connected to gas stations where they sell single washes of 4-5 different types. For the couple of years there have been expansion of fully automated 24/7 only car wash sites of which some are focusing on selling subscription or membership of e.g. one year. These stations are still mainly local and when price of the membership variates, the customers may not have a competing operator selling memberships. Therefore the price of the membership is compared to the prices of the single wash. 

On this example case autopesu.net the subscription is made on web shop or with the sales representative on paper first. The customer service is opening the customer account manually and the bills are send with the CRM software. When the customer pays the first bill the camera identification is opened and the RFID card is posted to the customer. 

The subscription is always for a specific type of the wash. The night time is cheaper and used e.g. by the taxis. 

The other products are single washed or customised services for business customers.

It is normally not possible to cancel the subscription during the contract period. The customer has to be ready to commit for a year and relatively big cost compared to the price of single wash. Autopesu.net is keeping the membership price on the relatively low level: the monthly payment is not very much higher than one single wash price is. 

The service process is automated and you can just drive in when the camera is recognising the car´s registration number. 

The customer journey map