Fixed Ops Magazine - 2020 Vol17 06 - 12

within 90 seconds (according to MobileSQUARED, a
mobile research firm). Imagine the time-savings and
what that could mean in terms of your service department's efficiency and profitability.
4. Mobile payment
If you have bought into all of the ways you could
deliver a better service experience by taking advantage of mobile technology, I am sure you cannot even imagine asking your customers to then
stand in line for the cashier to pay their service bill?
Sounds crazy, doesn't it? Find a solution that allows
payment requests to be sent by text or email and
provides your customers access to payment choices
that need just a couple of clicks, such as Apple Pay,
Google Pay, or a credit card. A great service experience can be ruined when check-out and payment
them that it is easy to find it on your website. Invite
new vehicle buyers to book their first appointment

is a hassle. It is the last step in the journey and the
thing customers are likely to remember.

online and keep reminding them about it in your
marketing communications.
2. Check-in
Similar to the way you would
check in for a flight, give customers the ability to check-in for their

This allows the

Consumer expectations have permanently changed and delivering
a seamless, integrated, mobile-first

customer to manage

experience today can be a big com-

the check-in process

your business. Soon, this will be-

service appointment directly from

petitive advantage that will grow
come standard for all dealers and
anyone who has not deployed " the

their mobile device. This allows the customer to

Panera Bread experience " will be left behind. And to

manage the check-in process - which is particularly

all of those craving a sandwich right now, I apologize.

convenient for routine maintenance or for those in a
hurry. As a result, advisors have more time to spend
with customers who truly need their assistance. A

Bill Lucchini is a business leader with strong

remote check-in also means fewer customers wait-

experience

ing in your service drive - which is especially helpful

growth technology and

when you're trying to encourage physical distancing.

tech-enabled

in

highservice

businesses. Bill is the
3. Text or Email Inspection Approvals

Chief Executive Officer

We all know it can be time-consuming for your service

at Dealer-FX, a compa-

team to get in touch with customers to communicate
inspection results and get approvals for repairs. It's
time to think differently and leverage mobile technology to speed up the process, reduce technician
downtime, and increase customer satisfaction. Ninety percent of people read a text message within the
first three minutes of receiving it. They also respond

12

ny that has been transforming how automotive

retailers

manage

their service operations and interact with consumers,
since 2007. Bill_Lucchini@dealer-fx.com



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
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Fixed Ops Magazine - 2020 Vol17 06 - 68
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