A great customer experience is everything.
Creating brand loyalty in today's computerized world requires excellence and speed at every step of the automotive customer lifecycle, from first contact to repurchasing. If your dealership can't keep pace, we can guide you through a digital transformation to streamline your operations.
We provide a comprehensive and tailored solutions suite that converts manual tasks and face-to-face interactions to the digital applications you need to create a fantastic customer journey.
How simple is it to schedule a sales customer’s first service appointment? Pretty simple – with Book™, establishing customer loyalty from day one is made easy with the First Appointment and Next Appointment tools. In a few steps, you can set first and next service appointments – offering your customers a more streamlined experience and keeping your revenue flowing from sales to service (and eventually repurchase). Take a look at how to maximize Book’s capabilities below.
How to Set the First Appointment
Navigate to your Book Dashboard and click “Create First Appointment” in the bottom right corner. Once you’re in the tool, fill in the required fields with the appropriate customer information, and click “Next.” Based on the vehicle’s service plan – or the number of months set in the First Appointment Default Months parameter in your Book Settings – you’ll see all available appointment times in green. Select your time slot, click “Create Appointment” and then click “Finish.”
Your new appointment will register as “Pending” until it locates and imports the matching customer and vehicle data from your DMS. You’ll be able to quickly identify first appointments by a star icon within your appointment ledger.
Keep Them Coming Back
Pre-booking a customer’s next appointment is a breeze with Next Appointment. This tool fast-tracks the appointment setting process by pre-selecting the service and the date the next service will be due.
To access the tool, click the “Next Appointment” tab from the Book Dashboard. Your ledger will populate all currently-open repair orders – and once an RO is closed, it no longer appears in the ledger. To quickly set your customer’s next appointment, click “Next Appointment” and select your team/advisor. Or, simply leave the dropdown on “Any Team” and “Any Advisor” to let Book automatically choose for you.
Once you’ve selected the desired transport option, you’ll be able to select an appointment time from what’s available in green. When you’re ready to set the appointment, all you have to do is click “Save” and “Close,” and the appointment will be written to both your DMS and your appointment ledger for quick, at-a-glance reference. Then, if any edits are required, click on the appointment within the ledger to make your changes.
After your first and next appointments are set, you can either view them from your ledger, or pull a quick report by clicking “Review First Appointments” or “Review Next Appointments” from your dashboard. You can even have them scheduled frequently to your inbox to ensure your shop is always prepared.
For more information on how to set first and next service appointments or use any other feature of Book, please contact your Field Performance Manager.
Customer Only | January 10, 2019