Keeping Auto Dealer Customers Happy is the Top Job for Xtime
Auto dealers using the Xtime Customer Relations Management technology report a significant increase in their appointment show rates and their labor hours per RO in their fixed operations Service Departments.
“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.”
“This technology adds credibility to what an advisor is recommending,” Bellinger noted, “and everything is captured electronically – including the customer’s digital signature to get the repair order started so customers are on their way a good five minutes faster.”
Call Center Improves Shop Utilization
With Xtime managing the appointment booking and check-in process, service managers such as Ross Corey report gaining greater visibility into appointment call center scheduling and traffic control. Corey manages 13 technicians working out of 19 service bays, has six advisors, and the shop processes more than 1,150 repair orders a month.
“Everyone sees what appointment days and times are available, so anyone in the shop who takes a phone call or speaks to a customer can schedule the appointment. Also, if we’ve booked time for a big job and that job ends up taking less time than expected, I can quickly adjust that in Xtime and our call center will work to sell that available time as quickly as possible,” Corey said.
Jeff Bellinger says Xtime’s online scheduling does more than help him streamline workflow. He shared that consumers who control scheduling their own appointment hours often take those late afternoon or evening appointments that often are overlooked when some employees book them. “With online scheduling we take appointments right up until closing and then stay late to finish the work if necessary,” he said.
Customers Favor the Service Tab Process
- Ross Corey, Audi St. Paul: Uses Xtime Service Tab mobile application to enable advisors to greet service customers at their vehicles. “We’re surprised at how many customers say they like the technology because it gives them a more personal touch, at their vehicle, and its use at their vehicle saves them from having to stand behind a counter at the advisor’s desk to answer questions,” Corey said. “Using ServiceTab is a more engaging way to check in customers, and our clientele finds us more professional because we do.”
- Jeff Bellinger, Brandfon Honda: “In our district, we’re one of the only dealerships to have had significant RO count increases during the last two years – and we are also one of the only ones having month-over-month increases this year compared to last. I attribute a lot of that growth to Xtime,” he said.
Be sure to contact Xtime today to put streamlining Customer Relations Management technology to work at your dealership!