Fixed Ops Magazine - 2020 Vol17 06 - 11

spend their time, the average US adult spent 3 hours

covered and all points of contact work together seam-

and 43 minutes a day on mobile devices in 2019. That

lessly, dealers will be on their way to higher customer

marked the first time that the time spent on mobile

satisfaction and retention.

exceeded the time spent watching television. We are
a mobile-focused society. Many of us manage our en-

1. Scheduling

tire lives on our mobile devices - scheduling our family

Online service scheduling is no longer a luxury to

activities, doing our banking, tracking our physical activity, and so much more.

equally important to provide a solution that is sim-

It is time for auto dealers to understand that consumer
needs and demands have changed. How can we provide
a better, mobile-friendly service experience for customers? We can do it by focusing on the key touchpoints
in the customer's service journey and

elements necessary for dealerships
to provide this great mobile-first
experience for their customers. By
making sure each of these areas are

ple, intuitive - and of course - mobile-friendly. A
study conducted in 2019 found that customers will
spend an average of 20% more when they book their
service appointment online vs. scheduling over the
phone. Plus, fewer calls into your service department
frees up your staff to take care of

delivering an experience that will
wow them. There are a few critical

provide for your customers - it is a necessity. It is

Online service

customers who are in-store.

scheduling is no longer

And one other tip - don't forget

a luxury to provide for

online service scheduling and en-

your customers

NOVEMBER DECEMBER 2020 || FIXED OPS MAGAZINE

to tell your customers about the
courage them to use it. Assure

11



Fixed Ops Magazine - 2020 Vol17 06

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 06

Fixed Ops Magazine - 2020 Vol17 06 - 1
Fixed Ops Magazine - 2020 Vol17 06 - 2
Fixed Ops Magazine - 2020 Vol17 06 - 3
Fixed Ops Magazine - 2020 Vol17 06 - 4
Fixed Ops Magazine - 2020 Vol17 06 - 5
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Fixed Ops Magazine - 2020 Vol17 06 - 11
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Fixed Ops Magazine - 2020 Vol17 06 - 36
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Fixed Ops Magazine - 2020 Vol17 06 - 49
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Fixed Ops Magazine - 2020 Vol17 06 - 67
Fixed Ops Magazine - 2020 Vol17 06 - 68
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