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.
While digitizing fixed ops has become a focal point for dealerships, many still do not leverage current technology’s total capacity to automate and streamline service processes. Failing to embrace industry-wide digital transformation will cause those dealerships to lose ground to competitors who recognize the importance of technology adoption.
This article outlines five reasons digital solutions are critical to keeping pace in a fast-moving auto market.
5 Reasons for Digitizing Fixed Ops
There are several potential benefits to digitizing fixed ops in today’s tech-heavy business environment, but five that dealers should pay particularly close attention to are as follows:
1. It Streamlines the Check-In and Check-Out Process
Long repair and maintenance times are common pain points for service customers. People who do not wait in service lines are typically willing to spend more on repair orders, suggesting that cutting down on waiting time can boost profits.
To capitalize on this opportunity, dealers should look to change the service experience from in-person to virtual interactions by offering the following features digitally:
- Service payments
- Selecting pickup and delivery services (discussed below)
2. It Facilitates Pickup and Delivery Services
Convenience is a critical part of every successful service department, and offering pickup and delivery options are at the top of every customer’s wish list.
It is extremely valuable to provide customers with the option to have their vehicles serviced without leaving their homes or workplace, allowing them to carry on with their daily responsibilities. Subscribing to the “time is money” philosophy, many customers are willing to pay extra for these services.
Furthermore, dealers should explore digital solutions that allow customers to request and arrange pickup or delivery quickly. The proper technology should also help dealers streamline these added services’ internal complexities, providing internal efficiency on top of client ease.
3. It Simplifies Parts and Labor
The two biggest operational challenges in the service department are parts delays and workforce issues. All dealers should review their quoting processes to identify opportunities for digital solutions to boost staff efficiency and productivity.
The chosen technology should allow service departments to:
- Easily find out when replacement parts will be available
- Identify alternate providers if parts will not be available
- Review service turnaround times and quality to make new hiring decisions
- Eliminate redundant data entry
4. It Makes Multimedia Communications Easier
Allowing visitors to evaluate and approve estimates via websites has become commonplace, but not all dealerships use online channels to build the trust necessary for driving business.
From a would-be customer’s perspective, dealerships can post all the unsubstantiated written content they want to convince viewers that they are providing value – but without offering proof, the content means extraordinarily little.
However, emerging multimedia technologies enable dealerships to build that trust by providing transparent and to-the-point videos and photos that demonstrate customer experience.
These visuals make it simpler for consumers to trust dealerships and consider their offers.
5. It Connects Departments
Every dealership manages complicated systems and multiple procedures to run daily operations. Departments that run separately, but must collaborate and harmonize with fixed ops, might include:
- Accounting and Billing
Multiple operations functioning autonomously and in tandem require technology to connect various tools. Dealers should implement a system that improves consumer experiences and profitability through enhanced efficiencies across all departments.
Invest in Solutions That Boost Service Experiences
Customer retention relies on excellent customer journeys, and dealers who want repeat business must supply smooth, straightforward service experiences.
These positive experiences might require service departments to implement more innovative technologies for digitizing fixed ops. These solutions should offer customers speedy check-ins, simple pickup and delivery options, and a seamless service process while consolidating and streamlining your internal operations.
Contact us today and discover how Affinitiv’s SmartLane can help you provide the best in-lane experiences for your customers.
All | November 17, 2023