Dealerships That Employ Digital Solutions in Fixed Ops Experience Higher Profitability

Dealerships That Employ Digital Solutions in Fixed Ops Experience Higher Profitability

Forward-thinking dealers who embrace digital technology and automation within their overall operations have a 64% higher net profit vs. static dealers.

Forward-thinking dealers, a resilient group of automotive dealers, have implemented the advanced tactics needed to deliver a personalized ownership experience and run a top-notch customer-focused service department. These dealers have seen an average of 28% higher service profit change in the past 12 months and were 42% more efficient according to a recent study by Cox Automotive, The Forward-Thinking Dealership Study.  

Cox Automotive surveyed more than 500 dealerships at various stages of implementing future-forward strategies designed to help them overcome future challenges. 158 dealerships responded specifically to how digitization has impacted their service operation. The study uncovered that most dealers aren’t as advanced in their digital capabilities for their fixed operations as they are in other aspects of their business. Those achieving success with high-performing service departments share the following traits: transparency, optimization, and integration. 

“As the automotive retail experience has evolved, so has the service department experience. Today, and for the foreseeable future, it’s all about personalization,” said Skyler Chadwick, director of product consulting at Cox Automotive. “Only half of service departments have implemented the advanced tactics needed to deliver a personalized ownership experience, but dealerships that do this – and are willing to innovate and invest – stand to win big and stay ahead of their competitors.” 

Four Fixed Operations Takeaways from the Forward-Thinking Dealership Study:

  1. Forward-thinking dealers are more profitable and more efficient 
    a. Forward-thinking service departments saw an average of 28% higher service profit change in the last 12 months and 42% were more efficient (as measured by the number of Repair Orders per technician). 
    b. 53% of the study respondents were classified as static dealers; 47% were considered forward-thinking. 
  1. Success is found in transparency 
    a. Integrating pricing estimates into the online service scheduling experience set better expectations with customers. 
    b. Incorporating technology, such as FaceTime or video chat, into the service experience adds a level of trust and convenience that car owners seek. 
  1. Flexibility and control are the name of the customer service game 
    a. Forward-thinking dealerships are implementing communication options that give customers flexibility. Scheduling appointments via text and online chat, online or mobile payment options, and interactive recall notifications give customers the opportunity to schedule their repair directly from an email or text. 
    b. Dealerships anticipate future investments and innovation to make appointment scheduling, check-in and rideshare booking even more flexible.   
  1. The technician experience has evolved 
    a. Automation and integration are critical to keeping the service department operating efficiently and streamline capacity management.  
    b. Forward-thinking dealerships are leveraging electronic dispatch programs to automatically assign work to technicians and are issuing marketing alerts that notify customers when service slots open. 

To learn more, download The Forward-Thinking Dealership eBook at and the 3 Profit Opportunities for Today’s Fixed Ops eBook at  

You May Also Like

Tim Lamb Group Brokers Sale of Metro Toyota

The purchase of Metro Toyota marks Victory Automotive Groups’ 11th Toyota Dealership, previously owned by Jerry Schneider.

Photo credit: Metro Toyota

Steve Corle, director of the Plains Region for the Tim Lamb Group headquartered in Columbus, the largest auto dealership sales and acquisitions firm in North America, has brokered the sale of Metro Toyota in Ohio to Michigan based Victory Automotive Group.  Metro Toyota was owned previously by Jerry Schneider, sons Ken Scheider and Dan Schneider, Barry Greenfield and Jim Greenfield, sons of the late Dick Greenfield.  The dealership will now be called Victory Toyota of Brook Park. The dealership is located at 13775 Brookpark Rd, in Brook Park, Ohio.

Digital Custom Forms from Rapid Recon Simplifies Dealership Life

Digital documents are more secure and easier for personnel to find, and electronic storage ends paper document handling, physical storage and retrieval personnel.

Help Shape the Future of Dealership Technology

Your input is invaluable in understanding the evolving needs and preferences of automotive professionals toward emerging technologies.

Future Technology Survey
Honda North Receives the American Honda President’s Award

Honda North earns the Top Honda Dealership for the 16th time overall, an esteemed recognition of top Honda dealerships.

Rita Case Reaches Donations Milestone

The support highlights Rick Case Automotive Group’s ongoing commitment to the community and the American Heart Association.

Other Posts

Jeff Wyler Automotive Family Completes First 100% Online New Car Sale

This is the first U.S. dealership to offer a fully digital buying experience for new and used cars.

Ed Morse Automotive Group Acquires Illinois Dealership

Joining their roster as the seventh dealership in Illinois, this move signifies growth to over 2,500 employees and 49 locations.

Car Pros Honda El Monte Honored with Second Honda Masters Circle Award

Dealership recognized as one of the nation’s top 50 Honda dealerships.

CNA National Tops $28 Million in Dealer Distributions for 2023

Pay out reaches more than $712M in revenue from inception-to-date.