Fixed Ops Magazine - 2020 Vol17 02 - 44

THE MOST SATISFIED
CUSTOMERS ARE THOSE
WHO'S REPAIRS TAKE
LESS THAN TWO AND
A HALF HOURS AT THE
DEALER FOR SERVICE.
additional service recommendations
too, which is a recurring pain point for
customers. Some dealers offer flexible
payment options bringing microfinancing to the dealership, helping customers feel more capable to pay for complete service recommendations.
3. Are you offering an efficient customer experience?
Service customers have never enjoyed

44

waiting, but today they are even more
conditioned for the instant gratification of a highly efficient experience.
How much time do they have to invest
to get their vehicle serviced with you?
The most satisfied customers are those
who's repairs take less than two and
a half hours at the dealer for service.
While repairs don't happen instantly,
there are several small but impactful
ways dealers can streamline the process for customers that benefit everyone involved.
For instance, by providing a self checkin option through a tablet or mobile
phone app, initial wait time is lowered
significantly, which goes a long way
for customer satisfaction. Don't make
sitting in your waiting room their best
option: systems can even provide builtin rideshare services so customers can
come and go and automatically coordinate timing for pickups with their appointment status. This can provide extreme convenience while reducing the
strain of loaner cars or shuttle services

on dealers- improving efficiency for you
and your customer both!
4. Is the service experience efficient for
your techs?
It goes without saying technicians are
better able to provide exceptional customer service when they are empowered with tools that allow them to perform their jobs easily and quickly. Plus,
a more efficient process for technicians
means service departments have the
capacity to service more vehicles and
generate more revenue for the dealership. However, 61% of dealership employees don't believe that they are using the latest technology available.
Intradealer messaging platforms improve communications between departments to make sure fixed ops and
parts personnel are synced to perform
the necessary repairs in a timely fashion
on the backend. Plus, leveraging voiceto-text technology, technicians can
complete repairs in one fell swoop with-



Fixed Ops Magazine - 2020 Vol17 02

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 02

Fixed Ops Magazine - 2020 Vol17 02 - 1
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