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