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Service Drive Technology

The Three-Part Growth Equation to Their Success 

This article was originally published in Dealer Service Magazine

In November 2017, New Smyrna CJD moved into a brand new facility in New Smyrna Beach, FL. Built with the service customer experience in mind, the design is in stark contrast to the store’s old facility — and most other dealerships — which were built to optimize sales.

Before the move, General Manager Jack Holcomb identified service as one of the areas with the most potential for revenue growth. “My goal moving into this store was to double my service revenue,” he said. Read More

The benefits of having a mobile check-in and MPI process in the service department have been widely confirmed. You’ve probably heard all about the three “T’s;” specifically transparency, timing and trust.

However, one of the biggest unsung benefits is the considerable increase in the usage of the “declined service” op codes. Customers declining service is nothing new. But, a mobile service process makes it easy for you to reach out to recent customers so you can recover that lost revenue. Dealerships that are effective at this process see anywhere from 10 percent of declined services brought back within seven days and up to 25 percent of declined services brought back within a month.

What would that mean to your bottom line? In a larger-than-average dealership, you could discover that you have $400,000 in declined service work every month, and be able to bring back $100,000 of that revenue.

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Scott_Clark_Toyota_Service1One

When the team at Scott Clark Toyota began searching for an innovative service drive technology that would provide a competitive edge in their Fixed Operations department, the team turned to ELEAD1ONE for a solution that could handle their hefty customer load and growth opportunities.

As one of the nation’s most profitable Toyota dealerships, Service Director David Blackburn turned to the Fixed Operations consultants at ELEAD1ONE to chart a plan to create the best customer experience in the Charlotte, North Carolina metro area.

The goal – to streamline the communication between service technicians, the parts desk, and most of all with their customers. The dealership also wanted to add accountability to their Multi-Point (MPI) and Additional Recommended Services (ASR) processes.

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Atlanta, GA – October 23, 2017 – ELEAD1ONE announced today that its inbound call center service delivers a 70 percent appointment set rate for Florida-based Gettel Automotive Group. Of an average 7,200 inbound calls to the group’s 22 stores every month, more than 5,000 total appointments are set. This is significantly higher than the industry average of 30 to 50 percent appointment set rate.

Along with other improvements, the call center has helped drive a 15 percent same store, year-over-year increase in fixed ops gross for the last eight years. Additionally, ELEAD1ONE’s call center agents answer 100 percent of the total inbound calls to Gettel’s service departments, with an average time to answer of just seven seconds. Recent industry research shows that in the average dealership, 25 percent of inbound service callers never connect with a dealership employee, causing dealers to miss service opportunities.

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Service Department Opportunity

We’ve all heard the forecasts: new vehicle sales are slowing, and the latest predictions for 2018 are that sales may drop to 16.7 million vs. an estimated SAAR of 17.1 million this year.

I suppose weakening demand could be interpreted as bad news, but a 2.3 percent drop in sales is hardly going to cause any dealers to tighten their belts. Still, if your business isn’t growing, it’s shrinking, and who wants shrinkage? If you’re not growing and defending market share, someone else is.

The good news is you don’t have to rely on new vehicle sales demand to grow your business. Do me a favor and walk over to your service department. Stand there and listen for a moment. That knocking sound you hear is opportunity. Read More

Service1One Lane Application Recall Masters

ATLANTA, GA – June 12, 2017ELEAD1ONE announces a partnership with Recall Masters Inc., the leading provider of automotive recall news, data, training, and communications, to integrate real-time vehicle recall lookup into the Service1One Lane Management App.

Determining recall status during the mobile check in and initial inspection process saves time, reduces friction and prevents unnecessary upsets between dealers and their customers. It also helps to eliminate the possibility of a recalled vehicle failing to be repaired during a visit to the service center. In addition, informing customers of a recall during the initial check in allows them to better plan their days.

Automotive Recall News in Real Time

“Trust can be a hard thing to establish with service customers. To discover that their vehicle needs to stay in longer for a recall repair – or even worse – that they have a recall which the dealership failed to repair, is not exactly great for customer relations,” said Chris Miller, President of Recall Masters. “Our integration with ELEAD1ONE’s Lane Management Application enables the dealership to inform customers about any open recall in real-time while the initial check in and inspection are done. This then helps build trusting relationships between automotive dealers and their customers.”

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