Fixed Ops Magazine 2023 Vol 20-3 - 51

parts and service by integrating various channels and
touchpoints to provide a streamlined customer journey.
There are several ways dealers can implement an omnichannel
experience.
Here are some key strategies your dealership should
consider when establishing an omnichannel strategy.
* Parts eCommerce: In 2023, more than 80% of US
consumers, including parts buyers, are expected to
shop online. By selling parts online, your dealership
can reach and interact with shoppers nationwide.
Adding parts eCommerce to your omnichannel strategy
allows shoppers to easily browse and purchase
the same parts and accessories that you would traditionally
sell over the counter to customers, no matter
where they are located. There are many ways for
your dealership to sell online, including through your
dealership website, third-party marketplaces (e.g.,
Amazon and eBay), or dedicated parts web stores.
* Online Service Scheduling Extensions: Shopping
isn't the only thing going digital. Now, more businesses
are enabling customers to schedule multiple
types of appointments online. Your dealership
shouldn't be any different. Although most dealerships
enable customers to schedule service appointments
online through your service department, you
can also allow them to schedule an appointment
when purchasing parts online by building it into your
dealership website or dedicated parts website. Once
an order is placed, give your online parts buyers an
option to have that part installed at your dealership.
Additionally, you can install a chatbot to help facilitate
service scheduling and provide instant assistance.
This will simplify the appointment process for
your customers and improve convenience.
* Reminders and Updates: People are busier than
ever and sometimes need a reminder for services
they booked or parts they purchased. You should
implement a system to send service reminders, special
order parts notifications, and quote follow-ups.
A great online parts buying experience gives customers
automatic notifications when their order is
placed, again when the item is shipped, and any
changes or status updates on their order. These reminders
and updates create a seamless customer
experience and can be sent by email or SMS. You
can also update your customers about a service performed
on their vehicles and ask for feedback or reviews
after their appointments.
MAY JUNE 2023 || FIXED OPS MAGAZINE
51
Fixed Ops Magazine 2023 Vol 20-3

Table of Contents for the Digital Edition of Fixed Ops Magazine 2023 Vol 20-3
