Fixed Ops Magazine - 2020 Vol17 06 - 24

customer records and cutting down on preventable,

ative ways to boost profits will feel more satisfied and

time-consuming mistakes.

more engaged with their work. That's a recipe for improved employee retention, leading to significant cost

FREEING YOUR SERVICE ADVISORS

savings year-over-year.

If a self-service kiosk is checking in your customers,

Ultimately, self-service kiosks are poised for explosive

upselling them, offering trade-in appraisals, and moving them from Point A to Point B in your service process, then what are your Service Advisors doing?

growth in the near future and could transform your service department for the better and kick its profitability
into overdrive. Now is the time to look at your Service
Department and ask yourself, " How much could my

It turns out they are pursuing more profitable ways to

business benefit from that competitive edge? "

spend their time, including:
Todd Marcelle is the

* Interacting with customers who do still need face-

Vice

to-face assistance, perhaps to deal with a more com-

President

founder

plex issue than the kiosk is equipped to handle.

of

GoMoto,

Todd oversees growth

* Following up on recommendations or inquiries

and operations for the

from previous visits.

company.

* Providing context on additional recommended ser-

He

brings

more than 20 years of

vice that a customer rejected at first.

experience in building,

* Perhaps most importantly, building relationships to

leading,

ensure your business's human element does not get

organizations

lost in the rush to improve processes.

and

and

scaling
posi-

tioned for rapid growth. Prior to GoMoto, Todd served
in various executive positions in multimedia research,

Finally, it is worth mentioning, employees who are re-

business strategy, sales, and commercial operations.

lieved of menial, tedious tasks in favor of finding cre-

ToddMarcelle@gmail.com

24



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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Fixed Ops Magazine - 2020 Vol17 06 - 68
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