Drive Profitability and Trust With CDK Fixed Operations Suite

The Service department is the backbone of dealership profitability and one of the most important drivers of long‑term customer retention. Yet, many dealerships still rely on disconnected Service department software that creates friction for customers and inefficiencies for staff.

That friction is becoming more visible. According to the Service Shopper 5.0 study, dealership Service department Net Promoter Score (NPS) dropped sharply from +59 to +47 in 2025, signaling a growing gap between customer expectations and traditional dealership Service experiences.

The CDK Fixed Operations Suite elevates dealership Service operations by connecting scheduling, inspections, Technician workflows, Parts and customer communication into one unified platform. CDK’s Service technology helps dealerships reduce friction, increase throughput and deliver transparent, customer‑first Service experiences.

What’s the CDK Fixed Operations Suite?

The CDK Fixed Operations Suite is one unified Service department software solution built within the CDK Dealership Xperience Platform. It streamlines fragmented systems with a single, cohesive experience designed to support every role in the dealership Service Lane.

This holistic approach is critical as friction continues to rise across retail experiences. In fact, the 2026 Friction Points Study found that 58% of shoppers experienced a problem at the dealership, up from 47% the year prior —most commonly tied to waiting times, lack of transparency, and poor communication.

 From Service appointment scheduling to digital vehicle inspections, repair approvals and invoicing, the Fixed Operations Suite gives dealerships real‑time visibility and control over Fixed Operations performance.

Who the Fixed Operations Suite Is Built For

The CDK Fixed Operations Suite supports the entire dealership Service ecosystem, including:

• Service Advisors managing customer communication and expectations
• Automotive Technicians following guided inspection and repair workflows
• Service Managers optimizing throughput, productivity and profitability
• Dealership Principals and OEMs seeking standardized Service data and insights

Core Features of CDK Fixed Operations Software

Multipoint Inspections That Build Loyalty and Revenue

Transparency is the foundation of trust in modern automotive service. The Fixed Operations Suite includes multipoint inspection tools that ensure every vehicle receives a thorough, consistent inspection every time.

During the inspection process, Technicians document vehicle conditions with photos and videos that Service Advisors can share directly with customers. These visuals are shared with Service Advisors and sent directly to customers and apart of Service recommendations. Seeing real, vehicle-specific evidence makes required and recommend services clear, credible and easy to understand. According to a recent CDK study on Service Advisor performance, 86% of customers said their Advisor clearly explained the services their vehicle needed, and 80% reported that their Advisor earned their trust by the end of the visit. When customers can see what Technicians see, skepticism fades and confidence grows.

That trust translates directly into results. Multipoint Inspections don’t just enhance transparency; they increase profitability. When inspection findings are clear, consistent and supported by visual proof, customers are far more likely to approve recommended work. In fact, nearly three out of five Service customers (59%) purchased some or all of the additional services recommended by their Advisor.

By standardizing inspections and automating estimates within the Fixed Operations Suite, dealerships naturally increase hours per Repair Order while continuing to prioritize customer value, safety and long‑term loyalty.

With Multipoint Inspections in the Fixed Operations Suite, dealerships can:

• Standardize inspection processes across Technicians
• Capture and share photos and technician-recorded videos
• Automatically generate clear, consistent estimates
• Increase customer trust and service approval rates

Smarter Customer Communication Throughout the Service Visit

Communication breakdowns are a leading source of Service Lane frustration. Waiting for updates, missing calls and vague explanations all contribute to a negative experience, even when the repair work was done correctly. The Fixed Operations Suite helps address these challenges by enabling proactive, consistent communication through the entire Service visit.

Service Advisors can easily share inspection findings, estimates, approvals and repair updates through channels like text and email. This keeps customers informed with disrupting Advisor workflows or slowing down shop productivity.

Strong communication is already a drive of positive experiences; the Service Advisor Study found that 88% of customers said their Service Advisor communicated clearly and was easy to talk to, and 85% said Advisors remained respectful and professional even when recommendations were declined.

By extending communication beyond the Service Desk, dealerships reduce uncertainty, minimize misunderstandings and improve the overall customer experience, without adding complexity.

Communication tools within the Fixed Operations Suite help dealerships:

• Keep customers informed at every stage of the Service visit
• Reduce inbound status calls and follow-ups
• Improve understanding of recommendations and decisions
• Strengthen trust and satisfaction without increasing workload

Service Department Scheduling and Check-In Software

Efficient service begins with intelligent, capacity‑aware scheduling. Customers today penalize dealerships when appointments take longer than expected and that expectation extends directly into the Service Lane.

Meeting customers where they are when they are ready to schedule service is critical. Sixty percent of dealership customers are booking service by phone, and while that’s the preferred method for customers, Service Managers are dealing with high volumes of calls during and after store hours.

CDK’s advanced Service department scheduling software allows customers to book appointments by phone, online or via Google Search 24/7, while balancing real‑time Technician availability and shop workload.

The impact of scheduling and arrival experience is measurable. CDK’s Service Advisor Study shows that 80% of Service customers were greeted promptly at their vehicle, and when this happened, NPS increased to +21. Conversely, when customers had to locate their Service Advisor on their own, NPS dropped by 34 points.

 AIVA for Fixed Operations: AI That Makes Scheduling Easier

AIVA (Artificial Intelligence Virtual Assistant) for Fixed Operations takes scheduling even further by using AI to remove manual effort and improve accuracy. While nearly 48% of dealers use AI in Variable Ops, only 25% have adopted it in Fixed Ops.

One great example is when the Service department is triaging high volumes of calls during store hours, this creates a hold time on the other end of the line. According to the Service Shopper 5.0 study, in 2025 the average time customers were put on old was 9.3 minutes, up from 2024’s average hold time of 8.2 minutes. Having a tool that can handle multiple calls simultaneously is critical to ease phone call overload friction, and AIVA does exactly that.

While AI adoption continues to grow across dealerships, Fixed Operations remains an untapped opportunity. With its direct impact on throughput and customer satisfaction, Service scheduling is the easiest and fastest way to realize value from AI in Fixed Operations.

AIVA makes scheduling easier and helps dealers increase Service Bay ROI by:

• Predicting repair durations for more accurate appointment times
• Automatically aligning jobs with Technician skills and availability
• Automating routine Advisor and Technician tasks
• Triggering proactive maintenance reminders
• Identifying bottlenecks and efficiency gaps
• Translating text, email and phone conversations into 50+ languages

By combining real-time scheduling with AI-driven insights, AIVA helps dealerships reduce overbooking, improve throughput and deliver more on-time, consistent Service experiences — freeing teams to focus on customers and complex repairs.

The Future of Dealership Fixed Operations

Customer expectations continue to rise, while patience for friction continues to fall. The data is clear: Waiting, lack of transparency, and poor communication are no longer tolerable.

CDK Fixed Operations Suite provides dealerships with the technology foundation needed to modernize Service operations, empower employees and deliver Service experiences that build long‑term trust and loyalty.