Fixed Ops Magazine - 2020 Vol17 03 - 23

pedite the process of getting customer data into the

tal within the value proposition of our connected-tool

hands of service personnel. In theory, this would permit

program. Sharing inspection imaging allows techs to be

staff to work more efficiently with fewer lags between

more efficient while simultaneously helping them build

provided services, because the required images and in-

trust with customers, which also helps to improve close

formation would be easily transferable between team

rates." 

members. In terms of transparency, it would also make
it easier to share information and images with custom-

In terms of what efficiency looks like within a fixed op-

ers when they have questions about why the repairs or

erations department like Bozard Ford's, Roberts de-

upgrades suggested by dealerships are necessary.

scribed how a product like the WiTorch would allow his
team to "continue along a seamless path" by using tech-

"OEM's have performed many studies that try to understand why customers defect from
a dealer's fixed operations," stated
Woitrin. "One general conclusion of
these studies is that customers want
to be communicated with about their
vehicles. Customers want to understand what is going on with their vehicles and why they need to buy a
product, a part, or a service. This is
why customer retention is fundamen-

MAY JUNE 2020 || FIXED OPS MAGAZINE

nology to tie everything together. 

Customers want to

"The technician would perform the

understand what is

initial vehicular inspection, and then

going on with their

and conduct an analysis without ever

the advisor could grab the images

vehicles and why they

having to pull the vehicle in for a re-

need to buy a product,

this saves time, which saves money,

a part, or a service.

inspection," Roberts advised. "Again,
and makes our customers happier."

23


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Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

Fixed Ops Magazine - 2020 Vol17 03 - 1
Fixed Ops Magazine - 2020 Vol17 03 - 2
Fixed Ops Magazine - 2020 Vol17 03 - 3
Fixed Ops Magazine - 2020 Vol17 03 - 4
Fixed Ops Magazine - 2020 Vol17 03 - 5
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Fixed Ops Magazine - 2020 Vol17 03 - 68
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