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.
We’re well into the digital age here in 2024—we work remotely, scroll through social media for hours, and our cars are essentially computers on wheels. Leveraging the technology available today isn’t just a way to automate and streamline service processes, it’s also something many of your customers expect. As you continue to optimize your fixed ops to grow your business while providing an elevated customer experience, consider these six benefits digital tools can provide to your vehicle service department.
6 Benefits of Going Digital with Your Fixed Ops
1. Customer-Centric Touchless Online Services
It’s a fact: about 60% of consumers surveyed show some level of likeliness to use touchless online services provided by their dealerships. This presents your store with an incredible opportunity to provide the services customers not only need but want as well. Solutions like touchless online services give customers access to:
- Repair order tracking
- Video chat capabilities
- Vehicle pickup and delivery services
- Online bill payment options
2. Streamlined Check-In and Check-Out Processes
No one likes waiting a long time for their vehicle service. That’s why customers that spend minimal time in a line are likely to spend more on their repair order. Stores can easily capitalize on this opportunity by shifting the service experience from in-person to virtual through digital tools such as:
3. Facilitated Pickup and Delivery Services
Your customers likely include parents, full-time employees, students, and others with busy schedules. With limited time available, it’s no wonder offering pickup and delivery services for fixed ops customers is a crucial element of the customer experience. Customers value dealerships that make an effort to work around their schedules, and doing so will help not only increase profits but also create more long-term relationships.
4. Simplified Parts and Labor
Two key challenges in fixed ops are parts delays and workforce issues. However, dealers can easily rectify this by identifying opportunities for digital solutions to boost staff efficiency and productivity. For example, the right technology should allow your service team 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
5. Trust-Building Through Multimedia Communications
While many dealers have user-friendly websites, it doesn’t have the same impact as using multimedia communications to drive business. This can include anything from service department videos, photos, customer testimonials, or even live chat capabilities to show transparency and build trust.
6. Smoother Workflow Across Departments
Like any business, dealerships need harmony throughout all their departments in order to optimize productivity within each one. Marketing, sales, finance, and accounting and billing all require technologies to keep them working both autonomously and in tandem with one another to increase profitability and improve customer service overall.
Leverage Digital Tools for Lasting Effectiveness
Customer retention is based on service, and one of the best ways to ensure retention is through a smooth service experience—taking advantage of more innovative technologies for digitizing fixed ops can be the key to that. These solutions should offer customers fast check-ins, convenient pickup and delivery options, and a seamless service process while consolidating and streamlining your internal operations.
Contact us today and discover how Affinitiv can help you provide the best in-lane service experiences for your customers.
All | February 08, 2024