The guest is expected. The booking from the Lexus app arrives with the vehicle, the services it needs and the price of each; the courtesy loaner is reserved; the preferences from the last visit are already on the advisor’s screen. Check-in is a greeting, not a form.
Lexus MONOGRAM & Dealer-FX
Receiving the guest
- Booking from the Lexus app and your site, priced for the vehicle, Luxury Care applied
- Courtesy transportation reserved at booking
- Preferences and history on the advisor’s screen before the guest arrives
Showing, with respect for time
The technician’s video is sent when the guest asked to be reached, not when it suits the shop. The guest watches on their own time, sees the price beside the finding, and decides. No call. No walk to the lounge.
- Video inspection to every guest, on the channel and at the hour they chose
- Findings priced beside the evidence
- Approvals timestamped on the repair order
Anticipating the next step
The handoff is arranged before the work is finished. The invoice is paid in the app, the loaner return is scheduled, and the vehicle is at the door when the guest arrives. Nothing left to do at the desk.
- Status without asking; pay from the Lexus app before pickup
- Loaner return and vehicle handoff scheduled together
- Next service set, with the guest’s preferences carried forward
Measuring the experience
MONOGRAM asks for a weekly review against benchmarks. Insights puts the program’s standards on one screen against your store’s numbers: scheduler use, walkaround, video delivery, online payment and preferred channel. The review takes minutes, and the rest of the hour goes to the guests.
- Program standards tracked against benchmarks, weekly
- Guest engagement: open, response and video-watched rates
- Customer-pay results tied back to the repair order
What MONOGRAM asks for, and how it's met.
| MONOGRAM Service asks for | On the Service Intelligence Platform™ |
|---|---|
| A MONOGRAM-approved scheduler | Scheduling from the Lexus app and your site |
| Transparent pricing | Pricing and menu management, Luxury Care applied |
| A greeting and tablet walkaround | Tablet check-in with the guest’s preferences on screen |
| A video inspection to every guest | Video inspection, sent when the guest asked to be reached |
| An online payment option | Pay in the Lexus app or by text before the handoff |
| The guest’s preferred channel | Preferences remembered, including when not to call |
| A weekly analytics review | Insights, reviewed weekly with your account manager |
Lexus, MONOGRAM and Lexus Luxury Care are trademarks of Toyota Motor Corporation. Dealer-FX is an independent provider certified under the MONOGRAM Service program.