About the Dealership

Bellingham Nissan believes in building a strong community by supporting local charities in the Bellingham, WA area. Before going live on the Nissan SWS Program from Dealer-FX, they were using paper forms and their DMS. 

Results

Since launching on the program, Bellingham Nissan has seen an increase across all KPIs, including 41% Maintenance Penetration, which has translated into an increase in Parts and Service revenue. 


From the Dealership


The Nissan SWS Program from Dealer-FX has changed our service process by giving us the technology to communicate with modern-day consumers and provide a truly digital service experience.”

“The largest benefit to our dealership has been using the Digital MPI application to cut down phone calls by adapting our communication methods and texting customers instead. As well, the in-dealership support has been hands down one of the best from a third party I have seen. Phone calls and issues are handled promptly by the Dealer-FX Team!

I would absolutely recommend Dealer-FX to my peers. The Nissan SWS Program from Dealer-FX is a required tool to handle the ever-changing automotive market.”

Nick Poirier, Service Manager
Bellingham Nissa, Bellingham, WA


Get in touch with us today and learn how the Nissan Service Workflow Suite program from Dealer-FX can benefit your dealership: 1-844-647-7888

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The 2020 Consumer Electronics Show (CES) in Las Vegas is quickly approaching. It has always been the nerve center of digital innovation, but the show is quickly becoming one of the largest automotive shows in the world. Audi, Toyota, Hyundai, Nissan are just some of the automakers that are exhibiting at CES this year. Here are some of the exciting topics that will be presented at CES 2020.


Connectivity: The Secret Sauce for Vehicle Automation

Automation in transportation has the potential to improve quality of life, reduce crashes and fatalities, and enhance the mobility and independence of millions. But with so many new entrants in the automated vehicle space, how do we ensure the safe introduction of the technology on our roads? Join the U.S. Department of Transportation and industry leaders as they discuss the intersection between connectivity and vehicle automation.

Partnerships Drive Innovation for Autonomous Vehicles

Designing, testing and manufacturing a new vehicle is expensive. CEOs don’t get to make many $3 billion bets. Some companies are seeking to minimize their risks by partnering with others. Hear why leading innovators are joining forces to develop autonomous vehicle solutions.

Vehicle Technology at CES

CES will put you in the center of the latest advancements in vehicle technology. See the latest and greatest on self-driving vehicles, concept cars, and connect vehicles.

Explore CES

MORE ABOUT THE FUTURE OF AUTOMOTIVE FROM CES

New Partnerships Drive the Future

As automakers prepare for the future of mobility, they are investing in and partnering with technology and mobility-focused startups. This allows them to rapidly to expand their knowledge, capability and expertise to remain relevant in an industry on the verge of massive transformation.

GM, Toyota, Hyundai, VW, Ford, and BMW have all recently partnered with startups to stay competitive in an ever-changing industry. According to Crunchbase News, the focus of these partnerships is on self-driving and electric vehicles, and ride-hailing services.

Future-Focused Automakers Partnering with Startups

DIG IN

Consumer Demand is Changing

How consumers interact with technology is impacting how manufacturers evolve their vehicles. Automakers are reimagining the interior of their vehicles to enhance the experience with larger built-in touch screens, smart features, immersive infotainment, and virtual assistants.

Kia, Audi and Honda are not only trying to meet today’s consumer demands but also endeavoring to anticipate the future needs of consumers.

New Ways to Interface with Cars

DIG IN

What’s Next?

Learn how Dealer-FX is driving the future of automotive service. Experience a LIVE DEMO of ONE Platform today.

About the Dealership

Serra Gardendale Kia is committed to doing “Whatever It Takes” in order to be the best Kia dealership in Alabama. They focus on outstanding customer service, a culture of success for all team members, and long-term customer loyalty.

From the Dealership

“Now in my 7th year as General Manager of Kia Franchises, there has been no greater challenge than raising the bar for customer pay in our service department.  The excuses from my team were endless:

  • “If I do the multi-point, the writer doesn’t sell the recommendations”
  • “If I sell the service, parts can’t deliver fast enough for the customer”
  • “There just isn’t time to sell the multi-point”
  • And my favorite excuse… “Kia customers can’t afford the service”

As a dealer and General Manager, I struggled with these excuses as barriers to raising customer pay dollars and efficiencies for years. Until we partnered with Dealer-FX.”


“Dealer-FX has the tools, technology, systems, and most importantly service, that has helped my service department almost DOUBLE OUR CUSTOMER PAY HOURS PER R.O.”

“Most vendors have a system and most “talk a good game” until you sign the contract. I was most impressed with the service that Dealer-FX provided after the dotted line was signed.  Their team worked with each sub-department until every employee understood, and could be held accountable for, performance and execution. It was almost like having a second Service Director to help with the install and execution.

If you are looking for a true partner to help take your service department to the next level, consider Dealer-FX.”

Andy Fisher, General Manager
Serra Kia, Gardendale, AL


Get in touch with us today and learn how the Kia Service Lane Technology Suite from Dealer-FX can benefit your dealership, call 1-844-647-7888

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Book a Demo

The Dealer-FX Team is excited to be on hand at the 2019 Kia National Dealer Meeting to demonstrate the features and benefits of ONE Platform to Kia Dealers from across the USA. 

Event Details

Kia National Dealer Meeting 
Wynn Hotel & Resort, Las Vegas, NV 
Wednesday, November 13, 2019 | 11:30 AM PST – 3:30 PM PST 
Dealer-FX | Booth 12 | Kia Car Salon 
Presentation Times: 1:10 PM PST | 2:50 PM PST

“Kia Motors shares our vision for delivering an exceptional dealer service experience and we are delighted to participate in the Kia National Dealer Meeting,” said Dealer-FX President & CEO, Gary Kalk. “With more than 2,500 successful dealer clients, we know ONE Platform will substantially improve Kia dealers’ parts sales, menu and inspection usage, CSI and customer retention while giving its customers the best experience available.”

Service Lane Technology powered by Dealer-FX

ONE Platform from Dealer-FX manages the entire customer lifecycle and consists of the following components: Online SchedulerAppointment ManagerService DashboardAdvisor Check-InTechnician InspectionEasyPayVIN-Specific Maintenance Menu with pricing, and Customer Connect plus the Digital MPI and Dealer Messenger mobile applications. It also includes:

  • Transformation of your customer experience with our 100% mobile platform, driving improvements in CSI and customer retention
  • Seamless integration with Kia systems and data, plus certified integration with 23 DMS providers
  • Our 7-step consulting process that consistently generates strong results, proven in 2,500 dealers


Learn More About ONE Platform

If you would like to pre-book your demo, get in touch with us today. 

Book a Demo

About the Dealership

Red Deer Mitsubishi aims to be the best service provider in the industry, aiming to exceed customer expectations for service, quality, and value. They also believe that when you treat people right, they will return. Their results prove that this philosophy is working.

Results

Since migrating to the full MiCAR ONE Platform program, their Maintenance Penetration has almost doubled. They have also seen significant increases in Factory Required Services sold during appointment setting and check-in. 

From the Dealership

“The introduction of MiCAR ONE Platform has rekindled our relationship with the great staff at Dealer-FX! 

Adopting MiCAR ONE Platform empowered us to have the digital technology needed to deliver an exceptional retail experience and improve customer retention. At the same time, it has empowered our customers because they know exactly what services their vehicle requires. 

The program was launched in a systematic way to ensure enough time was provided for each team member to master each phase of the program. As with any launch, there were some initial hiccups. These, however, were quickly identified and resolved by a highly skilled and knowledgeable team.

We recently implemented the Service Dashboard which connects all stages of service and enables us to provide a completely digital and convenient experience to our customers. Our customers love how they can remotely view and respond to multipoint inspection results with the Digital MPI app.”

“Through actual experience and results, we have seen how the MiCAR program can benefit both our dealership and the customer. I would recommend the program to any Mitsubishi dealership.” 

Anthony Locke, Fixed Operations Manager 
Red Deer Mitsubishi, Red Deer, AB 

BOOK A DEMO 

Get in touch with us today and learn how MiCAR ONE Platform from Dealer-FX can benefit your dealership: 1-844-647-7888


Whether you are looking for electric cars, sports cars or something completely new, the Tokyo Motor show has it all.

This year, the theme of the Tokyo Motor Show is “OPEN FUTURE” – representing the endless possibilities that mobility will bring to the automotive industry. Here are some of the cars expected to debut at this year’s show.

2021 Toyota Mirai

The 2021 Toyota Mirai is a hydrogen fuel cell car looks a lot more conventional – and a lot prettier than expected.

2020 Mazda e-TPV

Mazda confirmed that it will debut their first electric vehicle at the Tokyo Motor Show – the Mazda e-TPV. It features a 35.5-kWh lithium-ion battery pack with a rotary engine included as a range extender.

Nissan IMk concept

Nissan’s group of IM-branded concept vehicles will expand once again in Tokyo with the introduction of the IMk electric concept, which was shown off before the show looking like a Nissan Cube for a new generation. It’s a tall-but-small upright concept that should offer a serious amount of interior space.

Toyota LQ Concept

The LQ is effectively a facelift of the 2017 Concept-i, an all-electric, self-driving hatchback, with cosmetic changes inside and out. More significantly, though, the technology is upgraded to reflect advancements since its first appearance, with Level 4 autonomy and a realistic new personal assistant designed to create a bond between owner and machine.

Mitsubishi MI-Tech Concept

Mitsubishi’s MI-Tech Concept will primarily serve as a preview of its next plug-in hybrid drivetrain, which swaps the traditional combustion engine for a gas turbine generator.

For more information about the 2019 Tokyo Motor Show, please click here.

What’s Next?

ONE Platform fundamentally improves the customer’s experience through efficiencies in process automation and workforce enablement. It promotes transparency, drives dealership revenue and builds lasting customer relationships. Click here to experience a LIVE demo of ONE Platform.

Dealer-FX continues to build momentum with addition to its leadership team. 

Toronto, October 21, 2019 – Dealer-FX, the leader in digital transformation and customer experience management for automotive retailers and OEMs, announced today the appointment of George Kypreos as Chief Financial Officer. George comes to Dealer-FX with over 30 years of senior business and financial experience, in fast-paced, high-growth and innovative organizations.

Prior to joining Dealer-FX, George served as CFO at Fleet Complete, where he helped grow revenue from $30 million to $100 million in annual revenues and was a key member of the executive team involved in the company’s global expansion.

“The Dealer-FX Team is excited to bring George on board as he brings a wealth of experience to the organization,” said Gary Kalk, President and CEO, Dealer-FX. “I look forward to him adding tremendous value to many aspects of our business as we accelerate our growth.” 

“Since its inception in 2006, Dealer-FX has grown to become the market leader, providing the most advanced and comprehensive solution available to automotive dealers and OEMs. They are truly leading the digital transformation of automotive service departments,” said Kypreos. “I am honored and excited to become a part of it.”

George joins other recently-appointed leadership team members at Dealer-FX, to further strengthen the organization, drive product innovation and scale business operations for growth. The recent hirings are a clear sign of Dealer-FX’s continued commitment to their dealer and OEM clients. It’s also proof that Dealer-FX, which has been named as one of the fastest-growing companies in Deloitte’s Technology Fast 500™ for five consecutive years, continues to invest and innovate in the future of automotive customer experience technology.

About Dealer-FX

Dealer-FX is transforming how automotive retailers manage their service operations and how they interact with consumers. Through advanced data integrations and mobile technology, Dealer-FX streamlines processes and communication for automotive service departments while delivering convenience, transparency and trust to consumers. From service scheduling to vehicle write-up, through to delivery, the Dealer-FX ONE Platform helps dealerships increase efficiency, profitability, retention and brand loyalty.

Dealer-FX is the exclusive, or preferred service technology provider for many leading OEMs including FCA, Nissan, Infiniti, Toyota, Lexus, Mitsubishi, Audi, GM, Kia and Hyundai in the US, Canada, and Puerto Rico, and has more than 2,500 dealership clients. Dealer-FX is based in Toronto, ON, and is backed by the strength and resources of HGGC.

Dealer-FX Contact: 

Dennis Welsh, Director of Marketing
(877) 493-0039 x216
pr@dealer-fx.com


Some customers are afraid to visit your dealership. From showroom to the service drive, they have anxiety about negotiating, the F&I process, and even the service experience.

Sound familiar? It should. Over the years, the dealership experience has been a much-covered topic. One national survey conducted by Harris Poll found that 52% of Americans feel anxious or uncomfortable when visiting a car dealership. Today, of course, it’s evolved into one of the most important issues dealers face. In fact, multiple studies claim that up to 75% of customers who visit a dealership for service within a 12-month window are likely to return to purchase their next vehicle.

Fact is, the service drive is the central “drive” of the dealership. It’s a recession-proof, consistent profit machine that also helps fill the sales pipeline. What’s more, according to a recent DealerRater/Fixed Ops Journal survey, three out of four vehicle owners “generally prefer getting maintenance and repairs for their cars and trucks at franchised dealerships.” The survey, which polled 16,000 consumers, also found that 81% of owners of luxury-brand vehicles were likely to return for dealership service.

But wait a minute. If people prefer to visit dealer service departments, how exactly are they full of fear at the idea of it?

Help Create Positive Customer Service Anticipation

For starters, it’s fair to speculate that customers are far more apprehensive going into a service appointment than when leaving. Whether it’s a simple rotation or a major interval service, they often don’t know what to expect, how much it will cost or how long it will take. The very idea of automotive service can feel disruptive. The challenge is to shift the customer perception. How does a dealer reduce consumer fear and loathing going into the dealership, and extend the happiness after the sale? This is critical because future dealership revenue streams will depend on how customers feel about going to their local dealership. Here are three simple suggestions:

Help Service Customers Feel Comfortable: Service customers usually start online, scheduling a time to bring their vehicle in for maintenance. So make sure your online scheduling is fully integrated into the service communications so that they’re welcomed by a prepared and friendly service advisor. Your advisors understand the customer profile, priorities, and objectives ahead of time, and are ready for them. You can do this by utilizing existing data, such as VIN and sales information, as well as OEM data about the vehicle. Perhaps most importantly, use digital technology, such as a tablet, to conduct a truly interactive “show and tell” walk-around.

Show Your Expertise: The survey results reflect a need for expertise. Customers simply value the dealer’s knowledge over price discounts from independent shops. Invest in the appropriate certification training classes and renew testing on a consistent basis. Then showcase all that well-earned knowledge in a friendly and consultative way during the inspection. This perspective – this expertise – is why people come to your service drive. Best of all, it’s a win-win: the customer feels empowered by your knowledge and knows that it’s good service advice. The service departments get higher ROs and builds better loyalty.

A Transparent Relationship Always Reduces Apprehension: Each customer touchpoint you have builds data, and provides valuable information about what they want and how to best serve them. It also – if you’re paying attention – reveals their needs, challenges, and lifestyle requirements over time. Do they coach soccer – so a Saturday pickup is impossible? Are they commuters, and will they arrive home after closing? These tidbits or data points personalize the experience and help create connected relationships. Done right, it will build over time to the point where a loyal customer would never even consider going to another shop. But here’s the most important tip of all: make everything transparent, and use technology to do so. Your customers want to know about pricing, standards and service — in advance of coming to the drive. Make it available through digital marketing, and they will make you a consistent stop.

It makes sense that service customers find the process daunting and stressful. Their lives are disrupted, and they often feel that they have very little control over the outcome. By creating an integrated approach between human service and tech-driven efficiency, you can set the stage for a proactive relationship that stays connected long after the warranty has expired.

What’s Next?

We drive the digital transformation of dealerships with the only end-to-end platform that gives your employees the tools they need to satisfy customers while driving higher revenue and profits. 

About the Dealership

McKeown Motor Sales is a family-owned and operated dealership, proudly serving Springbrook, Ontario since 1933. They switched from a paper-based process to wiADVISOR in October 2018.

Results

wiADVISOR has been integral to implementing a consistent process in the service lane and has generated impressive results.

“McKeown Motor Sales saw wiADVISOR as a great opportunity to streamline our service processes while elevating the customer experience. We hopped on board as soon as wiADVISOR was available in Canada and will never look back. Having the ability to deliver a consistent message from appointment all the way through to check-out has been key to maintaining our customer trust and loyalty. wiADVISOR does this while informing and educating our customers on factory maintenance, recalls and fault codes at the same time.

When we moved our MPIs to the wiADVISOR digital platform, our internal communications and customer communications benefited, as well as improvements in both shop efficiency and customer service. Having parts and DMS integration makes generating a repair quote simple for the staff. wiADVISOR has multiple platforms of communication allowing us to communicate with our customers the way they prefer. 

Being on the wiADVISOR Program has been an excellent choice for us. One that has increased both profits and customer loyalty. I would not hesitate to recommend this for any dealer looking to make the change.”

Al McKeown, Owner
McKeown Motor Sales, Springbrook, Ontario


Book a Demo Today


Get in touch with us today to learn how the Nissan Service Workflow Suite program from Dealer-FX can benefit your dealership: 

1-844-647-7888 | SALES@DEALER-FX.COM | BOOK A DEMO

What’s Next?

We drive the digital transformation of dealerships with the only end-to-end platform that gives your employees the tools they need to satisfy customers while driving higher revenue and profits. 

September sales decline but SAAR stays steady; the dealership of the future starts with service; 2020 fixed ops trends to consider

If September results are any indication, this year’s new car sales roller coaster is on a pretty steep downward run, thanks to the high price of new cars and the cost of borrowing. According to Automotive News, in fact, virtually every automaker reported declines for the month of September – even Subaru, which had scored positive sales results every month since 2011. They were down 9.4%, but larger automakers saw even deeper losses: Toyota dropped an overall 17%, Ford an estimated 12%, and GM an estimated 10%.

Most analysts blamed the high price of new cars, along with interest rates and the short sales month – Labor Day Weekend sales were counted in August this year. That shift resulted in 10% more August sales, a boost promptly given back with a 12% overall loss in September. Via Automotive News, here’s what Edmunds analysts have to say:

“All year long we’ve been talking about high prices and rising interest rates keeping shoppers on the sidelines, but in the third quarter those pressures eased up just enough to get consumers back in a buying mood. If this momentum continues, we expect a solid finish to the year.”

— Jeremy Acevedo, Edmunds’ senior manager of industry analysis

Indeed, there is a silver lining: first, even with the sales decline, SAAR topped 17 million for the fifth time. And if pricing/interest rate pressure eases into the fourth quarter, dealerships could very well see purchase-ready buyers.

Read the Automotive News article here.

The Dealership of the Future Starts with Service

To hear McKinsey & Company tell it, the practice of selling cars at a dealership is fading away, under pressure of profit erosion and disruptive technologies. In an article entitled “As dramatic disruption comes to automotive showrooms, proactive dealers can benefit greatly” McKinsey & Co. researchers found that dealership profit erosion and competitive forces are already forcing change. Here’s an excerpt:

“Average dealership operating profits plunged from 8.9 percent in 2015 to 1.7 percent in the first half of 2018, while gross profits fell from 3.3 percent to 2.4 percent over the same period. Dealership sentiment is also shifting from optimism to pessimism based on the most recent industry research.”

The article examines sales pressures and the shifting automotive marketplace, including disruptors in the market like Carvana, and third-party digital channels. As a result, they found that successful dealerships in the future will need to get creative and leverage technology to create new profit centers – all while relying on a streamlined and modern version of the service department. Of that, the report is clear: Consumers prefer going to dealership service centers, and millennials do not like to take care of their own vehicles. Here’s what McKinsey says about it:

We also project that the combined “do it for me” maintenance-service and aftermarket-parts profit pool will grow from about $40 billion to between $42 billion and $46 billion in 2030, while franchise service and parts will grow from $54 billion to between $57 billion and $60 billion, due to the growing number of cars on the road and increased parts costs.

The bad news? By 2030, increases in battery electric vehicles will partially offset gains made by service.

Read the McKinsey & Company article here.

2020 Fixed Ops Trends to Consider

If the future looks bright for service drives, the near future – as in next year – looks even better, just as long as managers pay attention to changes in consumer patterns, embrace technology, and focus on customer service. According to an article on CBTNews.com, here are a few trends to consider for Q4 2019 – and as we turn toward 2020:

Certified Car Service Dealer-FX

Price Increases: As new car prices go up, so to will used car prices. Per Thinknum Alternative Data: “The average price of a used car for the months of June, July, and August 2019 was right around $22,000, at least $1,000 more than the summer of 2018.” Increases in used vehicle sales and prices generally mean higher reconditioning costs.

Millennials: As millennials continue to settle down into jobs and homes, the one thing they aren’t doing is vehicle service – there just aren’t as many weekend oil changes happening on driveways in the suburbs anymore. For example, an Ally Financial survey showed that millennials and Generation Z paid an average of $2,334 for vehicle maintenance and repairs in the past five years.

 Read the CBTNews article here, and the Auto ReMarketing article here.

What’s Next?

Click here to learn more about Dealer-FX ONE Platform. At Dealer-FX, our mission is to help automotive dealerships transform the customer experience by providing leading-edge marketing services that help to deliver the right message at the right time — via the right digital channel. How can we help you?