Is your dealership struggling to obtain repeat service customers—and thus, more opportunities for trade-ins and sales? Think about it from the customer’s perspective: that first service appointment helps determine whether they will continue to visit for service, and potentially upgrade their vehicle as well.

No customer wants the first service appointment to include a hard-to-navigate online scheduling tool, a complicated check-in process, a long wait time, or an impersonal experience which could increase the fear that the dealership might overcharge them for unnecessary services.

From scheduling to accepting payment, every part of the service appointment should offer the customer a personal, seamless experience. This will help increase customer satisfaction and loyalty leading to continued business.

Increase Customer Satisfaction and Loyalty with a Seamless Experience

Are Your Initial Customer Touchpoints Digital-First?

Studies show that nearly one in three people calling into dealership service departments never get connected with anyone. That’s quite a bit of missed business! It’s crucial for top-performing dealerships to digitize their fixed ops.

If your service advisors are too busy to properly handle phone calls (which isn’t necessarily a bad thing!), invest in a BDC that can answer service calls and schedule appointments. BDC agents will be able to field more phone calls and schedule more service appointments, delivering a great ROI.

Don’t neglect your online presence, either. Ensure that your website offers a clean, clear navigation and that your online scheduling platform is easy to find and use. A customer shouldn’t have to fill out a dozen fields to schedule an appointment. Be sure your service webpage promotes your amenities and value proposition, as well.

Streamline Your Service Lane with Expert Strategies

There are several strategies you can employ to increase your service lane traffic while keeping the customer experience a good one. Utilizing the right technology can help improve the process for both employees and customers without being a hindrance.

First, don’t keep customers waiting. If your service advisors are too busy to greet customers, hire a staff member to greet customers within two minutes of arrival. This greeter can acknowledge every customer, chat with them, update contact information, verify the VIN, and check for vehicle damage.

Some of the tech tools available to help drive revenue at your store include:

• A customizable mobile application that can capture declined repairs, navigate factory maintenance plans, and document pre-existing conditions
• A digitized MPI process that is tailored to your OEM and features accurate recommendations to boost upsells, efficiency, and customer satisfaction
• A customer messaging tool that allows you to contact customers about approvals, service completion, and more via SMS text message and email
• A simplified tech video application that allows service advisors to record videos from a mobile device and upload them with or without an open RO

Drive Fixed Ops Results with the Right Service Tools

From first-time service appointments to new vehicle sales and beyond, your store can increase your repeat customers with a simple, seamless experience. If you’re interested in exploring our advanced service, sales, and marketing tools, please contact us today for a live demo.