Introducing real-time vehicle service status updates from the palm of your hand
Redwood City, CA – Dealerships and customers can both agree that the vehicle service experience needs improvement. Hindered by poor communication, the relationship between the two parties has hit a crossroads, hurting retention and business. Recently, Xtime has unveiled a new Service Tracker feature, helping dealerships close this gap and build greater trust and loyalty by offering customers mobile access to real-time vehicle status updates.
“As service revenue continues to play an increasingly dominant role in dealership gross profits — 49.6 percent according to NADA Data 2018 — Xtime’s Service Tracker provides the advantage necessary for dealers to compete in a crowded market,” said Tracy Fred, vice president and general manager for Xtime. “Service Tracker’s core purpose is to bring trust, communication and transparency to the automotive service industry and ultimately, to keep dealers and their customers happy.”
Until now, the automotive service industry lacked the tools necessary to provide the same level of on-demand convenience consumers have come to expect in the rest of their lives. Consequently, service advisors are often faced with a high volume of phone calls and text messages from customers requesting routine service status updates. This obstructs the ability to satisfy existing customers and displaces time which could be spent helping other clients standing in the service drive. Dealers now have a tool designed to meet this challenge head-on with Xtime’s Service Tracker, which offers the following benefits:
- Real-Time Service Status: Dealers can offer their customers the ability to access real-time vehicle service status updates online through a customized URL link provided via email or text message.
- Increased Consumer Transparency: Dealership trust and loyalty increase when consumers have visibility into the status of their vehicle throughout the service experience.
- Reduce Phone Call Volume: Service advisors can spend less time answering the phone and focus on other tasks at hand, increasing department capacity and improving the customer experience.
“About 70 percent of inbound phone calls through the service center are customers checking the status of their vehicles,” said David Hult, chief executive officer, Asbury Automotive Group. “We clearly needed a solution that could simultaneously enhance our flow of information with customers and reduce demand on staff. With the introduction of Service Tracker, customers can independently check the status of their service in real time, allowing advisors to concentrate on the customers in front of them and provide higher levels of service.”