Make Repairs Easier to Understand and Update, Update, Update

We’ve all been there: You take your car in for service and wait around for hours to hear next steps or when your vehicle will be ready for pickup. While your customers are curious and busy, their calls for service updates flood your Business Development Center. In this digital age, consumers expect around-the-clock information and real-time updates, which are the leading cause of high customer satisfaction rates and the key to increasing your dealership's everyday profitability.

What Brings Customers Back to the Dealership?

In CDKs most recent Service Shopper 3.0 study, more than 2,000 service shoppers shared what brings them back to the dealership versus an independent shop. “Factory-trained technicians are one of a dealership’s top draws for shoppers as well as having original equipment manufacturer (OEM) parts on hand.” From the time the appointment is scheduled, the dealership should be aware of on-hand and out-of-stock parts to complete services efficiently and communicate an accurate service timeline to the customer. And part availability should be communicated with transparent pricing.

What Recommendations Can We Make for Recurring Service Customers?

In order to create high CSI scores and generate revenue, you need to provide an exceptional customer experience. That can be accomplished if you give customers the ability to monitor their service appointments in real time, build trust through transparency, and if you monitor repair time averages and quality control.

With CDK’s Vehicle Tracker and ServiceView, our dealers can communicate efficiently and effectively and customers can communicate with their Service Advisor. Our solution makes it easy for customers to understand the repairs thanks to pictures and videos that they can view on any device. This kind of transparency will allow you to alleviate the unknown for customers during a service appointment without having to make a phone call.

The Future?

Consumers are accustomed to same-day service and quick turnarounds and that includes the service bays. You can create efficiencies at every touch point in your service workflow, with features like predictive services and previously declined services, to build a best-in-class relationship between the customer and the dealer.