Increased Efficiency, Profitability with Service Drive Technology
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 Elead 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 Elead 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.
Blackburn says the deciding factor for his fellow leaders – the integration capabilities that Elead Service offered. “[The Elead Service] platform combines several departmental functions and integrates them into an all-in-one interface. Many of the other systems we looked at could not get their lane, shop and marketing tools working as one solution.”
David’s team of 115 technicians, service advisors, and service BDC team members moved past their reservations and onto acceptance of their new culture. The entire Fixed Operations department started achieving the results they knew possible.
Learn how to overhaul your service processes with technology that re-imagines the customer experience by increasing efficiency and RO write-ups in the March 2018 edition of Dealer Service magazine. For an inside look at Scott Clark Toyota’s best practices in creating a genuine experience for their service customers, download and share the article, A New Service CRM: Mobile Lane and Shop Streamlines Customer Experience PDF with your dealership team.