Dealers Boosting Fixed Op Labor Hours and Show Rates, Xtime Says

As fixed oper­a­tions becomes a larg­er por­tion of deal­er rev­enue, the chal­lenge can become mak­ing it worth more than just basic cus­tomer ser­vice ful­fill­ment. Cus­tomers want to have a sat­is­fy­ing expe­ri­ence and don’t want to have their time dragged out by inef­fi­cien­cy.

Xtime is work­ing on that ques­tion with deal­ers through its tech­nol­o­gy that is pro­duc­ing results. Xtime mobile Ser­vic­eTab lets advi­sors greet cus­tomers right at their vehi­cles in the ser­vice dri­ve, where con­di­tions are more con­ducive to face-to-face inter­ac­tion that builds stronger rela­tion­ships and trust.

“We’re see­ing an 82% appoint­ment show rate since using Xtime to sched­ule appoint­ments in-shop and on-line,” not­ed Ross Corey, ser­vice man­ag­er for Audi St. Paul, Maple­wood, MN.

“Our labor hours per RO are up 35%,” said Jeff Bellinger, GM for Brand­fon Hon­da, Bran­ford, CT, “since we start­ed using Xtime’s Ser­vic­eTab tablet inspec­tion tool in the dri­ve – and advi­sors are mak­ing more mon­ey too.”

Deal­ers using Xtime’s tech­nol­o­gy are see­ing good results:

Sim­pli­fy and orga­nize appoint­ment sched­ul­ing: Whether cus­tomers book their appoint­ments by view­ing Xtime’s online sched­ul­ing tool on the dealership’s web­site or ser­vice staff does it from their desks.
Max­i­mize appoint­ments: Cus­tomers using the dealership’s online ser­vice menus select rec­om­mend­ed and desired ser­vices and book their own appoint­ments. Deal­er staff and cus­tomers are look­ing at the same real time data.
Build cus­tomer trust and com­fort: E-mail and oth­er elec­tron­ic ser­vice noti­fi­ca­tions keep cus­tomers advised of their vehi­cles’ ser­vice needs based on sched­uled main­te­nances, recall noti­fi­ca­tions or oth­er ser­vice reminder or pro­mo­tion emails.
Increase ser­vice rev­enue: Xtime Ser­vic­eTab helps advi­sors do more thor­ough vehi­cle walka­rounds and iden­ti­fy poten­tial upsell oppor­tu­ni­ties.
Improves shop uti­liza­tion: Ser­vice man­agers are report­ing gain­ing greater vis­i­bil­i­ty into appoint­ment sched­ul­ing and traf­fic con­trol with Xtime man­ag­ing the appoint­ment book­ing and check-in process.

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