Volvo｜Elevating Owner Services with Digital Vouchers

Alexis Teng
Nov 19, 2025
3 min read

Volvo has transformed car wash, detailing, coating, and other after-sales services into digital vouchers integrated with online payment and member data. For customers, the experience is clearer and more convenient. For dealers, after-sales service becomes a recurring interaction—not a one-time transaction.

Solutions	Digitalizing high-frequency service vouchers to create more touchpoints Personalized offers based on each vehicle’s maintenance cycle and service history Automated reminders on voucher usage and expiry to increase redemption rates
Client Background	Volvo sought to modernize car wash and detailing services that were previously managed with paper vouchers, aiming to improve convenience and strengthen ongoing customer engagement through digitalization.。
Challenges & Pain Points	Paper-based vouchers were often misplaced or forgotten, and lacked clear tracking. Dealers also faced manual verification work and had limited ability to proactively engage customers based on vehicle needs.
Result & Impact	Digital vouchers became the main EC product, contributing over 80% of online transactions. Usage became traceable, boosting convenience for owners and improving operational efficiency for dealers.

Client Background

Volvo and its dealer network place strong emphasis on after-sales service quality.Daily services such as car wash and detailing play a key role in the customer journey, yet were traditionally managed through paper vouchers or manual records. These paper-based methods often led to forgotten usage, expired entitlements, or unclear remaining balance.

To enhance convenience and enable long-term customer engagement, Volvo partnered with Cruisys to launch its digital service voucher initiative.

Challenges & Pain Points

Paper vouchers created multiple operational issues:

They were easily misplaced or forgotten, resulting in unused entitlements.
Usage records were scattered and unclear, requiring additional manual checks by staff.
Customers lacked visibility into validity, remaining credits, and expiry dates.
Volvo understood that each vehicle has different service needs over time, yet manual processes made it difficult to proactively remind customers at the right timing.

Volvo therefore needed a unified system that integrates vehicle data, membership records, service history, and voucher management—while streamlining the customer experience.

Solutions

Cruisys and Volvo digitalized all service vouchers, establishing a vehicle-centric voucher management model.

Digitalizing High-Frequency Service Packages

Car wash, detailing, coating, interior care, and tire services were redesigned as online voucher products.Customers can purchase and pay directly through Volvo’s online channels, with vouchers issued instantly—no paper required.

Package options with multiple credits were introduced to create a natural, recurring return-to-service rhythm.

Vehicle-Based Voucher Binding

Each voucher is bound to a specific vehicle plate number, ensuring every redemption corresponds to the correct car. This brings clear operational benefits:

Eliminates misuse or confusion between vehicles
Voucher usage becomes part of the vehicle’s service history
Service advisors can quickly review past services during check-in
Dealers can view service and voucher usage from a vehicle-level perspective

For customers, the experience is simple—remember the car, not the paper.

Automated Reminders & Personalized Push

The system tracks remaining credits, usage history, and expiration, sending timely reminders to reduce unused entitlements.

With voucher, vehicle, and member data interconnected, Volvo can also push relevant offers at the right time—for example:

Maintenance-cycle reminders
Recommendations based on past detailing or coating history

Vouchers therefore become a meaningful mechanism for ongoing customer engagement.

Results

Digital vouchers quickly became the top-performing product category on Volvo’s EC platform,accounting for over 80% of online transaction value, significantly outperforming merchandise or parts.

For customers, digitalization provides clarity and convenience:they can easily check remaining credits and expiry dates, and avoid losing entitlements.

For dealers, vouchers create more consistent return visits and more structured communication.Usage records also begin to form a valuable dataset—revealing demand across service types and informing future product and campaign strategies.

In the past, paper vouchers were often lost or forgotten. Now with digital vouchers, customers clearly see how many they have left and when they expire. Redemption at the service counter is smoother, and the entire workflow is much clearer.

—— After-Sales Manager, Volvo Dealer

Impact & Outlook

Digital vouchers are more than a replacement for paper—they reshape the rhythm of after-sales interactions.

For customers, services like car wash and detailing become structured, trackable, and easy to remember.
For dealers, vouchers connect online sales, member data, and on-site operations, completing each vehicle’s service history.

Looking ahead, this framework can scale to higher-value, longer-cycle products such as multi-year maintenance plans and bundled consumable packages.

Cruisys will continue partnering with Volvo to deepen system capabilities and build long-term customer relationships through digital innovation.

Ready to elevate your customer service experience? Contact us to explore the best implementation path for your business!