Dive Deeper Into Your Service Drive Challenges
Your service department is the backbone of your dealership. What you might not realize, is how much your service drive’s challenges and pain points impact each other. There are many pieces that need to work as one for a smooth operation. Understanding where they come from and how they impact each other is the first step to addressing them.
Dealership Pain Points
Customer Retention
Customers want to be educated before being sold. This improves their experience and builds a reputation that your dealership cares about your customers. Advisors are not always able to be with every customer to answer their questions which can make for a less enjoyable time at your service drive.
Inventory Shortage
If you don’t have any inventory to sell, it's quite difficult to make money. There are only so many things you can do to combat an inventory shortage. Customers might not know their vehicle equity which means you’re missing out on potential trades sitting in your service drive.
Capacity Constraints
Every minute in your service drive counts. Being able to efficiently send and receive information is key to a smooth process. When delays happen, it can create a number of problems including setting your whole service department back for the day.
Technician Shortage
Technicians are one of the most valuable assets for your operation. They want to get the appropriate work for the hours they put in. If they feel undervalued, they might begin to look elsewhere for work and leave you a technician short in your already busy service department.
Customer Pain Points
Long Lines and Wait Times
No one likes to wait in long lines. With the amount of tasks service advisors have it can be difficult to manage them all quickly. Sometimes the menial tasks of checking in customers can fall to the background.
Inconvenient Dealership Hours
Not everyone's schedule allows for them to make it to a dealership during open hours. This can lead to customers looking for a place that fits their timeframe and end up in a loss of sales for your service drive.
Lack of Information
No one likes to be surprised by things that impact their daily life. Customers want to be informed about their vehicle when taking it in for service. Sometimes, service can take longer than expected or extra work is needed and the vehicle isn't ready for pick up when the customer comes in, creating inconveniences for the customer and your service drive altogether.
Unaddressed Maintenance
Customers don’t know what they don’t know. If they aren't educated on work that needs done they will leave your store without ever having the chance to say yes. That work will get done somewhere, just likely not with you.
All of these challenges may seem overwhelming to deal with, but there is a solution that can address them all...
Turn challenges into opportunities with GoMoto
A check-in kiosk couldn’t possibly solve all the problems we just went through. That’s why GoMoto kiosks are more than just a check-in tool. They combine seamless check-in functionality with upselling, vehicle equity detection, data collection, and so much more to not just improve check-in time, but to improve the entire service experience.
Upselling Functionality
Offer upsell opportunities 100% of the time at check-in.
Offering add-ons at check-in has the potential to improve your upsell rate by 20%, significantly impacting your dealership’s overall gross profit.
Not to mention:
- It will provide additional money for your advisors and technicians in their pay checks.
- It reminds customers of maintenance they might need done but forgot about, like new windshield wipers.
Inventory Sourcing
Present equity detection at every check-in.
At check-in, customers can quickly and easily request to have their vehicle appraised for trade-in during that service visit.
This has the potential to:
- Help you source needed inventory for your lot.
- Turn a service visit into a vehicle sale.
On average, dealerships see a 7% trade-in appraisal request rate using GoMoto.
Data Accuracy
Collect customer data more accurately than ever before.
Customer data is gathered from the check-in process and sent directly to your DMS.
This allows for:
- Customer information to be quickly and accurately presented for a smooth service process.
- New information to be stored exactly where it needs to be for reference in the future.
Dealers see an average of 30% more email collection through GoMoto.
Process Efficiency
Speed up your check-in process.
Customers are able to skip the wait and check-in or out quickly using mobile devices or intuitive kiosk screens.
This creates:
- More time for your advisors to focus on profit driving activities.
- Less lines backing up your service drive.
GoMoto kiosks can reduce check-in time from 15 minutes down to 2 minutes.
Customer Satisfaction
Improve your CSI score and customer retention rate.
Provide flexibility for your customers to tailor their experience in your service drive with multiple check-in options.
This results in:
- Higher likelihood of customers returning for their next service.
- Answering 96% of all customers questions through the kiosks without having to ask an advisor.
85% of customers that use GoMoto stated they prefer a self-check-in process.
“My service drive never backs up with GoMoto. If I have 20-25 cars lined up, we can get them all checked in and out in under 15 minutes. We’re up $17-$18 on average for customer pay ROs and in the first six months we had the kiosks, we averaged $65,000-$70,000 in total sales. We saw a return on investment in the first five weeks."
Ken Mauldin, Fixed Ops Director
South Toyota
“I have been able to reduce the number of service writers I have working every day from twelve to seven because the GoMoto kiosks take care of the check-in process entirely. Now the service writers can spend more quality time with each customer, handle more repair orders, and focus on upselling.”
Thomas Morin, Fixed Ops Director
Toyota of Morristown, NJ
"I’ve seen customers come in, schedule everything, and walk back out of the dealership in a minute flat using the kiosks. This has definitely had a positive impact on CSI and the customer experience in our service department.”
Tim Palms, General Manager
BMW of Honolulu
“Our CSI is the highest it's been and we've seen our monthly gross profit double.”
Fred Hayes, Service Manager
Temecula Valley Buick GMC, CA
Going to NADA 2023?
Stop by booth #2425 to see GoMoto in action and experience everything self-service kiosks can do with a personal, live demo.
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