Xtime CRM Platform Boosts Dealership Show Rates, Labor Hours

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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!

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