Hidden Benefits of Online Scheduling Software
Selecting the right fixed ops solution depends on understanding them.
With stretched shop capacity, staffing issues, increased recalls and more, it’s natural for Service Department Managers and Advisors to view appointment scheduling software as simply a mechanism to manage daily workload. Yet there are hidden benefits to automotive service software. Being aware of them is critical to selecting the right solution for your dealership Fixed Operations.
Online Booking Growth
New technology has accelerated shopping behavior and expectations of today’s customers. A clear majority of younger generations prefer to complete activities online, rather than visit in person or call on the phone. A Digital Dealer study shows that millennials book online more than any other generation, accounting for 25% of all appointments booked. With an online booking rate increase of 6.5% over the past 3 years, this growing trend shows no signs of abating.
For many of today’s customers, making an online appointment is the first after-sales contact with your dealership. Here’s the hidden insight: First impressions last well beyond the moment. The right online scheduling solution sets positive customer momentum in motion. It initiates immediate positive thoughts about your business, and subconsciously, in the quality of your service. Once you activate a positive mindset, it’s difficult for customers to reverse their opinion on your services.
Now that positive customer momentum is in motion, there are more subtle benefits at work: algorithms. Algorithms – essentially math creations – are everywhere. They determine what you see on your social media feed or what movies your streaming service recommends. When algorithms are built into an online scheduler, data patterns are recognized and “learned”, thereby streamlining appointment creation. This is invisible to customers, but very impactful on the overall experience.
Personalization for the Nation
Did you know that 71% of consumers expect companies to deliver personalized interactions? What’s more, 76% get frustrated when this doesn’t happen. The right online scheduling solution, like the one developed by Dealer-FX, exceeds consumer expectations for personalization. It displays anticipated costs, giving customers the ability to review VIN-specific recommended maintenance. They can generate a maintenance menu roadmap, include updated vehicle recall service and add a preferred Advisor. Customers can even select their own transportation option. Personalization makes customers feel special and they love companies that show interest in more than just a transaction.
Effective online scheduling solutions integrate appointment booking confirmation & reminders via email or text.
Full Journey Customer Communication
Regardless of how customers engage with your dealership, keeping them informed and connected throughout the entire process is key. This type of transparency is the best way to establish trust. Why? It eliminates any suspicions or anxieties about the write-up, repair order and entire service process that has been concealed from customers in the past. Effective online scheduling solutions integrate appointment booking confirmation and reminders via email or text. Same for calendar syncing and follow-ups. Open communication reinforces your professionalism, a necessity for happy and satisfied customers. It also inspires customers to honor their appointment.
Positive sentiment. Personalization. Transparency. Beyond being an essential Service Department tool, the right online scheduling software delivers hidden, yet powerful benefits. Benefits that elevate its importance in the hierarchy as a tool of the digital service drive of today…and the future.
In the First Year, Friendly Kia Nearly Doubles Average $ Sold During Check-In
About the Dealership Friendly Kia has served New Port Richey with care and compassion since 1998. They believe in being honest, upfront, and providing the same level of exceptional service to all customers. Results Friendly Kia signed up for ONE Platform in February 2019. Since then, they have seen very strong results, including a 43% […]
Dealer-FX Named an Approved Partner for Kia Motors America Service Lane Technology
ONE Platform Will Accelerate the Digital Transformation of Kia Dealers across America. Dealer-FX, the leader in digital transformation and customer experience management for automotive retailers and OEMs, today announced that they have been named an approved partner for Kia Motors America’s Service Lane Technology program. By adopting Dealer-FX’s ONE Platform, Kia dealerships across the United […]
Van Horn Dodge Continues To Build On Their Success With wiADVISOR 3.0
About the Dealership Since 1966, Van Horn Dodge has remained Wisconsin’s premier family-owned and operated Dealership. Today, they have 15 locations throughout Wisconsin and Iowa. Their mission is simple: “Empower People. Amaze Customers.” They believe that car shopping and service experience should be easy, straightforward and hassle-free. Results Van Horn Dodge was an early […]