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advisor capturing declined services

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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DealBuilder_Service1One_2018_AWA

Atlanta, GA – April 10, 2018 – ELEAD1ONE today announced that its DealBuilder digital retailing platform was honored with two 2018 Automotive Website Awards (AWA) at the NADA Convention & Expo. Additionally, ELEAD1ONE’s Service1One service retention suite took home an AWA award in the Fixed Ops category. The three awards were presented to ELEAD1ONE at a ceremony hosted by PCG Companies on March 22nd at the Aria Resort & Casino in Las Vegas, NV.

“Digital retailing was a major theme at NADA this year, and the response to our rollout of DealBuilder was incredible,” said Bill Wittenmyer, Partner with ELEAD1ONE. “We are thrilled that forward-thinking dealers are embracing this new technology as a way to attract new customers and improve their car-buying experience.” Read More

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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When it comes to increasing service revenue, there is no shortage of areas to consider – improving process efficiency, expanding facilities, hiring more technicians, just to name a few. With an ever-expanding list of action-items, many dealerships are overlooking one of the easiest ways to increase service revenue and the best part – it doesn’t involve spending hundreds of thousands of dollars in remodeling or new-hires.

The low-hanging fruit in most service department lies in declined service. No, seriously. If you don’t have a rock-solid process for recapturing declined services, your dealership is likely leaving a large amount in missed opportunities (and future sales) on the table. The good news is this is a relatively easy fix and a surefire way to add to your dealership’s bottom line. Read More

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

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