Fixed Ops Magazine - 2020 Vol17 06 - 18

tion hover around 70% of all RO's. That would be a

the customer a vehicle drop-off or pick-up time con-

tall ask when many video companies never clear 10%.

firmation that includes a link to online bill pay.

* *Fun Fact* American Hospital Association states,

* Explore payment options such as Apple pay, ACH,

" Currently, 76 percent of U.S. hospitals connect with

Flex pay, etc.

patients and consulting practitioners at a distance

* *Pro-Tip* Be ready. If the customer digitally signed

through the use of video and other technology " .

dealership, they do not want to wait in line. Have the

8. Digital MPI and Estimates via Push

porters prepared with the keys at the specified time.

or Text Notifications 
Imagine providing your customer this hassle free,
touchless experience and then calling them to review an MPI form - it just doesn't make sense. 

* Use the same pick-up and delivery too to notify the
customer that the vehicle is on its way back to the
customer's home.

* Complete the touchless process with an interactive

10. Automated Follow up and Multi-Channel

digital MPI. Click and confirm recommendations and

Scheduling

signatures.

Use automated text messages or push notifications

* *Pro-Tip* Save time and stay off the phones by

as much as possible for a more seamless follow up

sending the Tech Video first. By doing that, the cus-

process. 

tomer has the information that
corresponds with the estimate.

Leverage technology

9. Automate a Delivery or Pick-

to implement new

up Time with Online Bill Pay Link 
Use process automation to text

18

the MPI and paid online and they are coming to the

frictionless processes

WHAT CAN BE EXPECTED
WITH " INVISIBLE SERVICE " ?
Accenture assures us that we will
see, " Higher customer loyalty, thanks



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
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