About the Dealership

Jim Burke Nissan serves the Hoover and Tuscaloosa, AL region. The entire team has a strong dedication to the customer experience, which is why their service tools need to back up that commitment.

Results

Jim Burke Nissan has been utilizing the Nissan Service Workflow Suite from Dealer-FX since 2017. Since then, they have generated impressive results in the service lane.

“The Nissan Service Workflow Suite from Dealer-FX created a consistent service write-up process for our dealership. The biggest benefit to our dealership is the reporting from Dealer-FX – it really helps with training our service personnel. All of our key performance indicators have improved – and will continue to do so as we move forward.

We also have seen success with Dealer-FX’s service marketing program (Customer Connect) to build custom campaigns. The system integration ensures our service customers receive timely and relevant messages regarding their service visit.

We also have seen success with Dealer-FX’s service marketing program (Customer Connect) to build custom campaigns. The system integration ensures our service customers receive timely and relevant messages regarding their service visit.”

“I would recommend SWS from Dealer-FX to another dealer who is not already on the program.”

Mark Livings, Vice President
Jim Burke Group, Birmingham, AL


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. 

There’s no debate – auto shows are great.

The Frankfurt Auto Show may be diminished from its original stature as one of Europe’s major shows, but it’s still an important show for luxury and sports car aficionados.

Perhaps that’s why the Frankfurt Auto Show is special – regardless of how many automakers display their wares. Truth is, as a playground for German luxury performance — not to mention Italian — this show continues to offer enthusiasts a look at what’s hot, and what’s not. Here are a few of our favorites:

Audi AI TRAIL Quattro

Really? Audi’s AI: Trail Quattro is the rig for horrible apocalyptic future scapes. Mad Max and the Thunderdome, anyone? This is the vehicle I would want, right down to its 22-inch wheels and futuristic, all-glass pod.

Audi RS 7 Sportback

It may have made its debut online instead of at the 2019 Frankfurt Motor Show, but the RS Sportback continues to deliver the style, the handling, and the power of the original model. In terms of performance, the Audi RS 7 Sportback comes with twin-turbocharged, 4.0-liter V8 engine tuned to deliver 600 horsepower and 590 pound-feet of torque.

BMW Concept 4

The sexy new look of the BMW 4 line is here, with sleek lines, taut shoulders and a very interesting (if awkward) “concept-style” grille. Soon enough we will be seeing this design make its way onto revised 4 Series vehicles — here’s hoping the snout is a little less ostentatious by then.

Lamborghini Sian

According to press reports, the name Sian means “thunderbolt” in Italian. That’s appropriate given that the Sian is Lamborghini’s first electric. But wait — you should also know that the Sian bolts on a V12 engine that delivers 774 hp — also the highest output engine for Lamborghini. Top speed is 217 mph, with all-wheel-drive and a seven-speed transmission. According to Lamborghini, the Sian’s lean body was inspired by the edges of the Countach and is made of carbon fiber. Just 63 will be made.

Porsche Taycan

Another debut that was “technically” not at The Frankfurt Auto Show — but was — is the Porsche Taycan. The Taycan is the automaker’s first fully-electric sports car, so to announce it Porsche had to go big and do the launch simultaneously across three continents. What’s even more impressive is the car: The Taycan Turbo S accelerates from zero to 100 km/h in 2.8 seconds, while the Taycan Turbo gets there in 3.2 seconds.



Click here for more about 2019 Frankfurt Auto Show.

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?

ONE Platform Gives GM Dealers Industry-leading Scheduling and Tablet Service Drive Solution

Toronto, September 10, 2019 – Dealer-FX, the leading customer experience management and intelligent delivery platform provider for automotive OEMs and retailers, announced today that ONE Platform has been Parts iMR Approved in the Service Lane Tools category. This approval allows GM dealers to purchase Dealer-FX’s ONE Platform and receive co-op reimbursement from GM for their investment.

By adopting Dealer-FX’s ONE Platform, GM dealerships can deliver the industry’s best digital service experience. The platform is enhanced by integration with 23 leading DMS vendors and GM data integration.

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

ONE Platform from Dealer-FX manages the entire customer lifecycle and consists of the following components: Online Scheduler, Appointment Manager, Service Dashboard, Advisor Check-In, Technician Inspection, EasyPay, VIN-Specific Maintenance Menu with pricing, plus the Digital MPI and Dealer Messenger mobile applications. GM dealers can also select optional solutions, including Customer Connect and Digital Marketing Programs, designed to connect with and retain service customers.

Dealer-FX is a GM certified vendor for Service Lane Tools and can be found on GM’s Dealer Vendor Advisor portal, which connects certified vendors with GM Dealers.

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About Dealer-FX

Dealer-FX is transforming how consumers interact with automotive brands and their retailers. Our customer experience management and intelligent delivery platform use advanced data analysis and mobile applications to deliver convenience, transparency and trust to consumers, and increased efficiency, profitability, retention and brand loyalty to OEMs and dealers. The company is backed by the strength and resources of HGGC.

Dealer-FX’s core offering, ONE Platform, is comprised of seven components, which along with the Service Dashboard, manage the entire service experience from initial contact through drive-off and to next visit. It delivers the best dealer service experience. Period.

Dealer-FX is the exclusive or preferred service technology provider for Mitsubishi, FCA, Nissan, Infiniti, Toyota, Lexus, Audi, GM, Kia, Hyundai and several other OEMs in the US, Canada, and Puerto Rico, and has more than 2,500 dealership clients. Dealer-FX is based in Toronto, ON. For more information please visit, dealer-fx.com.

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





By now every dealership general manager, sales manager and service manager has heard about the power of “the digital age.”

And they’re either all-in or skeptical. Let’s face it: The idea of consumers empowered by search engines and websites seems counterintuitive to good customer service. Where’s the service drive at a Carvana vending machine? Where’s the friendly expert, diagnosing and talking about your car at a Tesla kiosk…or in front of the Amazon screen?

That experience doesn’t seem very powerful. At least not when compared to what dealerships can offer.

Get Digital in Almost Every Way

As true as that may be, it doesn’t mean a dealer manager can avoid, or ignore, the reality of our era. According to a recent J.D. Power Study, satisfaction is 75 points higher (on a 1,000-point scale) among customers who have an all-digital experience, compared with one that is all analog. Customers prefer to schedule service via the internet and communicate with the dealer through text messages, rather than doing those tasks via phone. The study also notes that customer satisfaction increases even further when a service advisor uses a tablet during the service visit. These types of consumer preferences are forcing a disruptive transformation based on the effective use of technology: To provide information, speed up the process, and improve communication.

That’s it.

It improves the most important aspects of a service appointment by increasing transparency for all, expanding and accelerating communication options, and enabling the sharing of vital information. That makes service appointments faster, and customer relationships stronger. The reality of today’s digital age is that consumers now expect a digital, and mobile, experience, to the point that not operating from a digital foundation is a non-starter. Traditional industries like real estate have also undergone a transformation: According to the National Association of Realtors Home Buyer and Seller Generational Trends Report for 2018, 44% of home shoppers began their search online – a shift of 20 points since the eighties. Part of this is due to changes to active generations. The same study reported that 99% of millennials search for homes online.

Of course, dealerships are also feeling the change. With millennials and Gen Z emerging as the primary shoppers, service managers should be thinking about how to leverage the new reality of customers who treat technology as a fundamental part of their daily experience. Digitizing every customer touchpoint can boost productivity, growth and profitability while enhancing the customer experience. Just think how valuable a comprehensive service delivery platform (including texting) would be – one that manages the entire customer lifecycle, and seamlessly integrates vehicle data with manufacturer systems and your DMS. This gives dealerships real-time access to important data and performance analytics that transform the entire process.

A Culture of Transparency

As impressive as technology can be, it’s not effective unless the dealership is ready and able to shift their approach and change the service department culture. To start, show staff why they should use digital tools, and how digitization will help them “over-deliver” on every interaction and commitment. A simple and effective way to begin this process is to change performance measurement towards customer-centric metrics – especially improvements in satisfaction and loyalty. Ultimately, however, the most important shift most dealers must make is to create a transparent process – especially about things like up-front costs. Transparency also builds trust with and for customers – and improves the service department’s ability to get the job done right the first time. It’s the kind of transparency that comes with improved communication.   

Ultimately, as great as technology can be, it’s only as good as the service department around it – which is why a culture of transparency is so important. The digitization of the service drive is like any other tool: training, support and collaboration make it all come together. Software doesn’t ever work right if the dealership culture isn’t ready. To get there, focus on developing a culture of transparency that prioritizes the customer experience – and use digital tools to make it happen.

Creating an Exceptional Experience is the Point of the Digital Age

Digitization enables your team to enhance the customer experience and increase throughput, capacity and revenue. But it’s not as if the mere existence of digital tools makes the magic happen. A digital experience simply facilitates a better person-to-person experience which is what customers want most. According to PwC’s Experience is Everything, Get it Right. Study, speed and efficiency (80%); knowledgeable and helpful employees (78%); and convenience (77%) matter most when it comes to a general customer experience. The report found that these “cornerstone CX elements are so highly valued that 52% of consumers would pay more for greater speed and efficiency; 43% for greater convenience; and 41% would pay more for knowledgeable and helpful employees.”

Fast, friendly, and expert service. That creates happy customers – and happy customers translate into repeat customers. Carlisle & Company found that satisfied service customers are 36% more likely to purchase a vehicle from the same brand.    

Now that sounds like something a dealership can deliver, far better than any vending machine.

The takeaway is that creating a service experience that delights customers is essential in today’s market. And customers are even telling us what they want: an efficient and transparent process that uses digital technology to create a human connection. Now that’s an exceptional experience.

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

Toyota of Wausau has earned the Toyota President’s Award for the last eight years, proving they have a passion for providing excellent service. This, coupled with their support of local charities, has made them a fixture in their Wisconsin community. 

Results

Since launching in Q2 2018, they have achieved high utilization across all applications in the Toyota Service Technologies program. This has allowed them to make impressive leaps in several categories.

“It is a great tool to track the vehicle through the entire repair process, follow-up with customers as their vehicle is being repaired, notify customers when they are coming up on the next service or even to remind customers the repairs or maintenance which they decided not to do is still needed. With the Toyota Service Technologies program, our guests feel more engaged during the check-in process. “

“The biggest benefit of the TST program is the return on our investment. Our CP ELR has increased by approximately $12.00/hour since the implementation of the program with Dealer-FX. In addition, training new ASMs has never been easier.  They now only have to walk through the system, which they are very comfortable doing. In-Dealership Support is key to the success of the program. Consistent and frequent training, retraining and motivation to use the tool properly are necessary for a successful operation.”

“Dealer-FX is a game-changer, however, you must be ready and open to change the way that you do business for it to be a successful tool.”

Tyler Svoke, Service Manager
Toyota of Wausau, Wausau, WI


Book a Demo Today

GET IN TOUCH WITH US TODAY AND LEARN HOW
THE TOYOTA SERVICE TECHNOLOGIES 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. 

Watch this informative best practice webinar about enhancing the customer experience in the 21st Century. Led by Greg Dryden, Vice President of Client Optimization at Dealer-FX, the webinar outlines game-changing strategies that improve customer satisfaction while increasing throughput, capacity and parts and service revenue.

Watch Now

SERVICE DRIVE EFFECTIVENESS FOR THE 21ST CENTURY with
Greg Dryden, Vice President of Client Optimization at Dealer-FX

Key learning outcomes include:

  • Identify process gaps in your service department and calculate the impact on your business (appointment scheduling, write-up, inspection and parts management)
  • Address any gaps in strategies that allow you to enhance customer experience, while increasing throughput, capacity and parts and service revenue
  • Improve service department efficiency by solving parts specifying issues
  • Structure pay plans that drive behaviors required to improve key performance metrics
  • Implement a plan to improve the experience at each customer touchpoint, driving CSI scores, retention and brand loyalty/repurchase

What’s Next?

At Dealer-FX, 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.

July sales are volatile; RO increases are fun; the new Corvette is here

As we turn the corner on summer, the 2019 sales year looks more volatile than ever, with nary a pattern or predictable trend to count on. The automotive market has simply become more complex and demanding, with many different ways to create revenue and reduce cost by leveraging digital tech opportunities – and streamlining processes. Yes, sales have been slightly down for most of the year, with around a 2% decline for the first half of the year. Yet many analysts forecasted a small uptick in July sales, thanks in part to an extra selling day.

If only we knew how the month really turned out.

With Ford Motor Co., General Motors and Fiat Chrysler Automobiles no longer reporting on a monthly basis, it’s hard to tell exactly where the month ended. One thing we do know, however, is that Honda, Toyota, Subaru, Hyundai and Kia reported slightly higher automotive sales – led by Hyundai’s 12% increase. Even cars had a July day in the sun: Toyota reported decent gains in Camry sales, among others. So the news for July sales was, well – meh. For dealerships, the effort to increase revenue and reduce cost in other areas of the store, such as fixed operations, should continue to be a key area of focus.

Survey: 31% of service customers listen to their service advisor, add to the RO

What: According to a recent DealerRater survey of 11,000 consumers who had visited a new car dealership, 31 percent said that they added additional work based on the service adviser’s recommendation.

Takeaway: Expert advice never goes out of style, even with a powerful information tool like the internet available for all to use. Fact is, service advisers play an important role in simplifying and educating vehicle owners. And as cars become more and more complex, their knowledgeable advice is, in turn, more important than ever. Service managers should make sure that their advisers have the digital tools they need to quickly communicate with customers the right way.

Click here: 1 of 3 service customers buys additional work – survey

Report: Automotive cyberattacks

What: As cars increasingly become connected to the internet, concern is growing about the risk of a cyberattack that takes control of many vehicles at the same time. In fact, Consumer Watchdog recently published an extensive report that asks automakers to install inexpensive kill switches that essentially turns off the internet and blocks the connection. According to the report, it’s vital: By 2022, two-thirds of new cars on American roads will have online connections to safety systems. In addition, many automakers rely on third-party and open source software.

Takeaway: Remember the Jeep Cherokee that was hacked and shut down remotely? Yeah, that. Consumer Watchdog is, essentially, providing a reminder that a similar hack into another car (or cars) has gone from science fiction to nonfiction. It serves as an important reminder that automotive digital and connected tools must provide adequate security safeguards against possible hacking and attacks.

Click here: Report: Auto cyberattacks could kill thousands

2020 Chevrolet Corvette Stingray

2020 Corvette: Best Ever, or too Much Supercar?

What: The 2020 Chevrolet Corvette Stingray debuted as a mid-engine supercar – the most significant change in its history, and all for a base price of about $60,000. That 6.2-liter V8 behind the seats gets 495 hp and 470 lb.-ft. of torque. Personally, I prefer the original stingray. But wait…THIS is automotive history

Takeaway: Just look, and admire. The next ‘Vette is here.

Click here: 2020 Chevrolet Corvette

About the Dealership

Billy Korum, GM at Bill Korum’s Puyallup Nissan, outside Seattle Washington, runs the dealership the way his father did since he acquired it in 1975. He believed in treating customers like family, and the entire staff still practices this philosophy.

Results

The challenge issued to Service Manager Justin Frady was to turn the service department into the same kind of powerhouse the sales side was known for. When looking for a technology solution capable of transforming every part of the department, he chose Dealer-FX and the platform has generated impressive results.

“I looked at a number of solutions and Dealer-FX made the most sense to me. It’s an end-to-end platform, covering every process and employee, including technicians. It’s intuitive and easy to use, has built-in messaging and great reporting. The set-up and training we received have been fantastic. Our consultant took the time to make sure every employee was proficient and gave us online resources to use for refreshers. If you’re not using Dealer-FX, all I can say is what are you waiting for? The future is here, so be a part of it.”

Justin Frady, Service Manager
Bill Korum’s Puyallup Nissan, Puyallup, WA

Book a Demo Today

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 | 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.

Tacoma Dodge opened in 2011 and has quickly become one of the largest dealerships in Washington State. They are one of 523 FCA dealerships to earn the prestigious 2019 Customer First Award for Excellence Certified by J.D. Power.

wiADVISOR 3.0 IS DRIVING RESULTS 

Tacoma Dodge has been on wiADVISOR since 2014 and upgraded to wiADVISOR 3.0 in December 2018. Since January of this year, they have seen a:

  • $87 increase in the average recommendation post inspection
  • $57 increase in the average additional service request (ASR)
  • 20% CP Revenue lift year over year wiADVISOR baseline

“Since deciding to take the leap into wiADVISOR 3.0 in December of 2018, our service department has finally found the one platform that can accomplish a complete service transaction from appointment all the way through follow-up.”

Eric Frost, Service Director
Tacoma Dodge, Tacoma, WA

“The largest benefit we have seen is the awareness it has created with our entire service team on the importance of the multi-point inspection, as it is now the center of the service transaction.” Being able to see previous recommendations and factory maintenance requirements in one place has significantly improved the quality of our multi-point inspection process.”

Eric Frost, Service Director
Tacoma Dodge, Tacoma, WA

“The reporting tools are also top notch, as they allow you to really be specific when reviewing performance with your team members, and generate a level of accountability not previously achievable.

Every step of a transaction can be measured, and accountability created for every member of our team. We can finally measure how long it takes to get a parts request processed, review our technician’s recommendations for content and accuracy before presenting it to a customer, and focus the efforts of our BDC.”

Eric Frost, Service Director
Tacoma Dodge, Tacoma, W

“Lastly, the in-dealership training team, either remotely or when onsite, are some of the most passionate professionals I have had the pleasure to work within my 22 years in the automotive industry. They truly care about our success and are as committed as I have ever met when it comes to helping work through a process challenge. I even received follow up on Saturday or Sunday, which means they really understand the retail business we are in.”

Eric Frost, Service Director
Tacoma Dodge, Tacoma, WA

Enroll Today

wiADVISOR 3.0 will transform your dealership and give your employees the tools they need to satisfy customers, while also driving higher revenue and profits. All of the new features seamlessly integrate into the current wiADVISOR solution, providing superior visibility while giving you the best analytics in the industry. wiADVISOR 3.0 enables you to effectively communicate with customers and your Service Department, optimizing the dealership experience. Get in touch to learn more.

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.

Ultimately, Big Data means little unless it’s connected to a bright idea that helps customers find more value in their automotive experience.

Some call that integration — connecting dots — and just about everyone calls it good customer service. After all, when the information the customer needs is delivered at the right time, and in the correct way, building relationships and writing repair orders is a natural outcome.

That’s the topic of a new Automotive News post about how the Dealer-FX ONE Platform solution can now integrate with Hunter Technologies’ Quick Check, Quick Check Drive and Quick Tread. According to the post, several dealers had approached the two companies requesting some sort of connection between the two services. What they got was true integration between two disparate and disconnected systems and sets of data. In fact, the partnership, which took months of work to bring together, now creates a real-time customer experience from the moment they drive into the service area to the conversation they have with the service advisor.

That’s not hyperbole — it actually works that away. Hunter’s scanning solution picks up important updates about wheel and tire wear as a customer drives in, and that data is sent to the ONE Platform service. The result? Actionable insights for the customer when they step out of their vehicle. For customers, they get a constructive conversation based on data — not opinions — and a strong set of suggested services. Dealer service managers enjoy RO increases thanks to high-value services like wheel alignments.

Check out the post, 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?