Fixed Ops Magazine 2022 Vol 19-1 - 37
MAKING THE APPOINTMENT
Ensure it is easy for customers to make an appointment
with a multi-channel 24/7 scheduling tool. The
tool should include transparent pricing, repair duration
estimates, and be integrated with your DMS to access
and update customer records.
Even though online scheduling tools were originally
built for customers to self-schedule, what we are
seeing is that customers use the tool for research and
then prefer to call the service department to make an
appointment. But like I said earlier,
up to 30 percent of those callers
never speak to a person. Instead,
these callers get sent to voicemail
or bounced around between extensions
until they hang up in frustration
and call the next shop.
You can stop missing these calls by
implementing a Digital Voice Assistant
(DVA). A DVA does not replace
humans. It frees up humans to address
revenue-producing tasks that are often neglected
because of ringing phones. These tasks include
outbound calls to your database, first-maintenance
calls, seasonal promotions, and more.
Leverage technology
to create best
practices that help
your staff deliver a
great experience at
every customer
touchpoint
JANUARY FEBRUARY 2022 || FIXED OPS MAGAZINE
A DVA integrates with your online scheduling tool and
DMS to collect contact information, create a ticket,
schedule an appointment, make recommendations for
additional service based on customer history, and even
set up alternative transportation. I recently worked
with a dealer group who implemented a DVA in its 8
stores to handle overflow and after hour calls. In the
first month, the DVA generated 840
appointments with a realized revenue
value over $530,000!
ARRIVAL AT
THE DEALERSHIP
Staff should prepare for each day by
reviewing appointments and identifying
areas of opportunity for every
service customer. When a customer
arrives, it should be made easy for
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Fixed Ops Magazine 2022 Vol 19-1
Table of Contents for the Digital Edition of Fixed Ops Magazine 2022 Vol 19-1
Fixed Ops Magazine 2022 Vol 19-1 - 1
Fixed Ops Magazine 2022 Vol 19-1 - 2
Fixed Ops Magazine 2022 Vol 19-1 - 3
Fixed Ops Magazine 2022 Vol 19-1 - 4
Fixed Ops Magazine 2022 Vol 19-1 - 5
Fixed Ops Magazine 2022 Vol 19-1 - 6
Fixed Ops Magazine 2022 Vol 19-1 - 7
Fixed Ops Magazine 2022 Vol 19-1 - 8
Fixed Ops Magazine 2022 Vol 19-1 - 9
Fixed Ops Magazine 2022 Vol 19-1 - 10
Fixed Ops Magazine 2022 Vol 19-1 - 11
Fixed Ops Magazine 2022 Vol 19-1 - 12
Fixed Ops Magazine 2022 Vol 19-1 - 13
Fixed Ops Magazine 2022 Vol 19-1 - 14
Fixed Ops Magazine 2022 Vol 19-1 - 15
Fixed Ops Magazine 2022 Vol 19-1 - 16
Fixed Ops Magazine 2022 Vol 19-1 - 17
Fixed Ops Magazine 2022 Vol 19-1 - 18
Fixed Ops Magazine 2022 Vol 19-1 - 19
Fixed Ops Magazine 2022 Vol 19-1 - 20
Fixed Ops Magazine 2022 Vol 19-1 - 21
Fixed Ops Magazine 2022 Vol 19-1 - 22
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Fixed Ops Magazine 2022 Vol 19-1 - 28
Fixed Ops Magazine 2022 Vol 19-1 - 29
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Fixed Ops Magazine 2022 Vol 19-1 - 31
Fixed Ops Magazine 2022 Vol 19-1 - 32
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Fixed Ops Magazine 2022 Vol 19-1 - 36
Fixed Ops Magazine 2022 Vol 19-1 - 37
Fixed Ops Magazine 2022 Vol 19-1 - 38
Fixed Ops Magazine 2022 Vol 19-1 - 39
Fixed Ops Magazine 2022 Vol 19-1 - 40
Fixed Ops Magazine 2022 Vol 19-1 - 41
Fixed Ops Magazine 2022 Vol 19-1 - 42
Fixed Ops Magazine 2022 Vol 19-1 - 43
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Fixed Ops Magazine 2022 Vol 19-1 - 45
Fixed Ops Magazine 2022 Vol 19-1 - 46
Fixed Ops Magazine 2022 Vol 19-1 - 47
Fixed Ops Magazine 2022 Vol 19-1 - 48
Fixed Ops Magazine 2022 Vol 19-1 - 49
Fixed Ops Magazine 2022 Vol 19-1 - 50
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Fixed Ops Magazine 2022 Vol 19-1 - 57
Fixed Ops Magazine 2022 Vol 19-1 - 58
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