Fixed Ops Magazine - 2021 Vol18 04 - 25
cle. This allowed the dealership to control 100% of the
customer experience while providing a roaming billboard
in the market.
Historically, the shuttle service has been done simply.
The customer wrote their name on a clipboard upon
arrival. When the shuttle became available, the driver
picked up the passengers and took them to their destinations.
While this process seemed simple enough, it
was often up to the driver to determine an efficient order
to pick up and drop-off passengers as well as navigate
safely and efficiently along the way. It was not
uncommon for this process to produce inefficiencies
that could result in wasted fuel and increased wear
and tear on the vehicles.
SHUTTLE MANAGEMENT SOFTWARE
In response, dealerships have begun using shuttle
management software to manage these processes
more efficiently. In addition to giving customers the
ability to track the shuttle in real-time, which increases
satisfaction, the software also frees up the service advisors
from having to coordinate with the shuttle driver
throughout the day.
" Our dealership was struggling to manage our shuttle
service, and we were spending way too much time trying
to find our drivers throughout the day, " said Rob
Atkison, Service Manager at Three-Way Chevrolet in
Bakersfield, CA. " We are using shuttle management
software that automatically figures out dispatching
and prioritizes customers for us. Our Service Advisors
just have more time now to call customers and upsell.
It's one less thing to worry about and I know our customers
like it. "
The main drawback to a shuttle service is usually the
wait time. Customers can understand that a free shuttle
might take some time. But there is always a limit to
that patience. Using software to manage the shuttle
will use technology to minimize the wait while keeping
customers up-to-date on progress.
VEHICLE PICKUP/DELIVERY
During government-imposed lockdowns, many dealerships
(and OEMs) quickly set up vehicle pickup and
JULY AUGUST 2021
|| FIXED OPS MAGAZINE
25
http://goquickride.com
Fixed Ops Magazine - 2021 Vol18 04
Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 04
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