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.
Can a computer tablet transform your fixed ops? Leveraging the digital solutions your store needs to improve the customer experience while increasing your shop efficiency (and profitability), one certainly can. With the continuing advances in technology available to your customers and your competitors, you should implement digital strategies in your service department to ensure higher customer satisfaction and service lane success.
If you’re wondering how to get started, read on to find out how to leave the paper trail in the dust and use these digital solutions in your fixed ops to delight your customers while driving service revenue.
Friction in Your Fixed Ops? Add Digital Solutions to Your Toolkit
Win Lifelong Customers Before the Warranty Expires
Service defection affects every dealership, and customers typically leave between the time of purchase and the first service appointment or when the manufacturer’s or extended warranties expire. Being aware of this gives your staff the advantage, allowing you to keep these customers engaged and win them over with your outstanding service offerings, including digital vehicle inspections and other solutions. Some of the strategies to implement in your service department include:
- Using your CRM to send targeted service emails tailored to your customers with recent purchases or expiring warranties
- Scheduling the customer’s initial service appointment as part of your F&I process
- Providing and highlighting routine maintenance and repair specials for vehicles no longer under warranty
- Quoting customers into a new but similar model and monthly payment schedule before their contract expires
Create Content That Stirs Interest and Drives Action
The internet is an ideal place for your store to promote and build your business, since so many of your customers—both current and prospective—are online.
Because many of your competitors are online too, there’s a risk that customers will simply search for the cheapest or most convenient option for their automotive service needs. By taking a proactive approach on your website and social media pages, you’ll be able to keep customers interested and engaged in your dealership, helping increase revenue. A few tactics to consider include:
- Sharing articles on social media that outline simple maintenance tips or feature news and updates from your service department, including exclusive offers
- Making your service center pricing transparent on your social media platforms and dealership website
- Promoting the customer experience your followers can expect, such as speedy digital inspections and other benefits
Clearly communicating your ability to meet or exceed customer expectations will go a long way toward creating loyal customers, leading to repeat business, higher pay per RO, and higher profitability.
Accelerate Service and Drive Upsells with Digital Tools
Now’s the perfect time for your service department to ditch the paper vehicle inspection forms and go digital. With a computer tablet equipped with the right digital vehicle inspection software, your service team will be able to speed up service times, increase transparency, and drive more upsells.
Here are the key features your inspection software should include:
- Photo and video capabilities to capture (and share) every RO opportunity
- Detailed, easy-to-understand inspection forms for your customers
- Complete near-real-time parts search to keep your staff on track
- Real-time repair order status updates and customizable workflows
- Robust reporting dashboard with at-a-glance advisor and technician stats
Offer Auto Repair Financing Options
Sometimes the unexpected car issue pops up, a new issue is discovered at a routine appointment, or even an accident. These unanticipated costs aren’t only inconvenient for customers but could also be a strain on the customer’s budget.
You can help make these additional services more cost-friendly (and encourage these customers to return for the services) by offering financing options. This helps not only keep these customers coming to your for auto repairs but also establishes your store as a trusted service provider.
Develop a Data-Driven Upsell Strategy
You want to take full advantage of every opportunity that enters your service drive, so you need a data-driven upsell strategy that can scale with the changing needs of your dealership.
A one-size-fits-all solution isn’t going to get you there—as you develop your store’s unique service upsell strategy, consider using your marketing to maximize your reach. As you capture service recommendations on the digital vehicle inspection form, be sure to save these in case the customer declines. Then, send email reminders of the declined services, and add these service recommendations to their online vehicle service portal.
See How Our Digital Solutions Can Drive Your Success
Staying ahead in an ever-evolving industry doesn’t need to be a hassle. Let our knowledgeable professionals work with you to create a strategy that simplifies your fixed ops and supercharges your ROI. Affinitiv MPI offers dealer- and customer-friendly digital inspections that help drive upsells, boost efficiency, and enhance communication. Our comprehensive digital vehicle inspection software integrates seamlessly with our other automotive service department solutions including Tech Video, Book, BillPay, and more.
Contact us today to explore what MPI can do for your service lane, and take your fixed ops into the future.
All | February 08, 2024