Toyota South Atlanta is a family-owned and operated dealership that has won the Consumers Choice Award for seven years in a row! They believe in making great customer service a priority and it’s paying off in the service lane.
Since adopting the Toyota Service Technologies Program in early 2018, they have seen significant improvement in Customer Pay Revenue and CSI/Service Retention scores.
From the Dealership
“I’ve been in the business for 25 years now – the last 15 years with Toyota. We partnered with Dealer-FX early on because they shared the same experiential philosophy as us.
We wanted an end-to-end solution that enhanced the guest experience, delivered efficiency, transparency and shortened our overall cycle/wait times. Reducing cycle/wait times is a high priority for us as this is the #1 reason why guests defect or don’t purchase services. “
“Dealer-FX has created a great system with frictionless integrations, a robust walk-around, and a simple, modern way to communicate with our guests.”
“Since adopting the TST program, we have seen our ELR increase, our overall dollars per RO increase and our CSI/Service retention scores improve. Dealer-FX’s field support has really been instrumental in bringing the Toyota Service Technologies program to life for our dealership!”
Rich Mahon, Vice President/General Manager Toyota South Atlanta, Morrow, GA
Get in touch with us today and learn how the Toyota Service Technologies program from Dealer-FX can benefit your dealership: 1-877-493-0039 | firstname.lastname@example.org
https://www.dealer-fx.com/wp-content/uploads/2020/02/TOYOTA-SOUTH-ATLANTA-BLOG-POST-HEADER-copy.jpg423850Dennis Welshhttps://www.dealer-fx.com/wp-content/uploads/2020/04/Dealer-FX-logo-website-2.jpgDennis Welsh2020-03-05 09:00:352020-03-05 11:35:13FOCUSING ON GUEST EXPERIENCE HAS REVENUE AND RETENTION GOING NORTH FOR TOYOTA SOUTH ATLANTA
The host of In the Box from Modern Dealership Magazine, Joey Little, sat down with Bill Lucchini, CEO of Dealer-FX, to chat about the Power of ONE Platform at NADA2020.
About Modern Dealership Magazine
Modern Dealership informs and supports today’s automotive professionals, providing them with a strategic business advantage in a quickly evolving industry. Written by dealers and other leading auto experts, each quarterly issue focuses on a theme relevant to the challenges faced by dealerships today. Article categories in every issue include Modern Sales, Modern Fixed Ops, Modern Operations, Modern Communication, and MD Insights.
https://www.dealer-fx.com/wp-content/uploads/2020/03/MD-INTERVIEW-W-BILL-LUCCHINI-1.jpg423850Dennis Welshhttps://www.dealer-fx.com/wp-content/uploads/2020/04/Dealer-FX-logo-website-2.jpgDennis Welsh2020-03-02 17:51:102020-03-05 11:37:38MODERN DEALERSHIP INTERVIEW WITH DEALER-FX CEO, BILL LUCCHINI AT NADA2020
https://www.dealer-fx.com/wp-content/uploads/2020/02/alfa_romeo_giulia_quad.jpg7241086Dennis Welshhttps://www.dealer-fx.com/wp-content/uploads/2020/04/Dealer-FX-logo-website-2.jpgDennis Welsh2020-02-28 09:00:302020-03-02 14:58:44CAR CANDY: 2020 CANADIAN INTERNATIONAL AUTOSHOW
It was another successful year at NADA for the Dealer-FX Team! We met a lot of new friends and had time to nourish and strengthen existing relationships.
Dealers and our OEM Partners were excited to hear about our latest solutions, Customer Self Check-In and Total Service Marketing and our new partnership with Kia Motors America. In addition, our Power of ONE message really resonated with dealers who want to work with one partner for a complete service lane technology solution.
CBT News Interview with Dealer-FX CEO, Bill Lucchini
At NADA2020, CBT News host Jim Fitzpatrick interviewed Bill Lucchini, CEO of Dealer-FX. Watch the interview to learn more about how we aim to provide the absolute best consumer experience for dealership customers.
Here’s a look at our NADA2020 Experience
Experience the Power of ONE Platform
If you missed us at NADA2020 and would like to experience the Power of ONE Platform, get in touch today to book a live demo.
Is your dealership ready to offer the same digital customer experience companies such as Uber, Amazon, and Starbucks provide?
Join Greg Dryden, Vice President of Client Optimization at Dealer-FX, for an informative webinar. He will outline the benefits of delivering a digital customer experience and simple ways you can start transforming your service department today.
Identify opportunities that your dealership has to begin its digital transformation.
Transforming to digital can enhance customer experience, increase throughput, capacity, and parts and service revenue.
See how texting can “wow” your customers and dramatically improve service department efficiency.
In today’s market, you need an edge to survive and stand out. Digitizing every customer touchpoint can provide that — boosting your productivity, growth, profitability, and customerexperience.
Discover the Power of ONE Platform
ONE Platform from Dealer-FX drives the digital transformation of your service department. Provide your employees with the tools they need to satisfy customers, while also driving higher revenue and profits. Get in touch to experience a live demo today!
https://www.dealer-fx.com/wp-content/uploads/2020/02/DFX_Post-NADA_850x423_Blog-1.jpg423850Dennis Welshhttps://www.dealer-fx.com/wp-content/uploads/2020/04/Dealer-FX-logo-website-2.jpgDennis Welsh2020-02-20 16:18:572020-03-04 11:40:075 WAYS TO WIN AT CUSTOMER SERVICE IN THE DIGITAL AGE
GROWTH: ONE Platform brings more service business into your dealership and provides more opportunity for revenue and growth.
EFFICIENCY: ONE Platform drives efficiency and increases capacity so you get more out of every resource in your service department.
RETENTION: ONE Platform creates a great customer experience which translates into improved CSI scores and repeat business.
ONE Vendor. ONE Complete Solution.
Every aspect and touchpoint in a customer’s service lifecycle is captured in one end-to-end solution. Each application was designed and developed in collaboration with our customers, partners and team members to work seamlessly together. With only one provider to deal with, we make things easier for you. That’s the Power of ONE.
NEW at NADA2020
Be sure to stop by the Dealer-FX Booth (545C) at NADA2020 to see what’s new:
Customer Self Check-In: Give your customers the option to make their service visit even more convenient with Customer Self Check-In. Available through both a mobile device or in-store, Self Check-In helps drive efficiency in the service lane during peak times and enhances the after-hours drop off experience.
Total Service Marketing: Take Customer Connect to the next level when you add Total Service Marketing. A digital marketing specialist will design a strategy and campaigns that are proven to improve open rates, increase online service scheduling utilization and grow revenue generated from marketing efforts. Leverage Dealer-FX data to deliver professional, timely and relevant marketing messages.
The Dealer-FX Team will be at the NADA2020 Expo in Las Vegas, February 15-17, 2020, in booth #545C to demonstrate the POWER of ONE Platform to OEMs and dealers.
https://www.dealer-fx.com/wp-content/uploads/2020/01/THE-POWER-OF-ONE-BLOG-HEADER-copy.jpg423850Dennis Welshhttps://www.dealer-fx.com/wp-content/uploads/2020/04/Dealer-FX-logo-website-2.jpgDennis Welsh2020-02-13 09:24:322020-02-13 09:28:23DISCOVER THE POWER OF ONE PLATFORM AT NADA2020
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.
Friendly Kia signed up for ONE Platform in February 2019. Since then, they have seen very strong results, including a 43% increase in Average Dollar Sold During Check-in.
From the Dealership
“ONE Platform by Dealer-FX has helped raise our level of consistency and professionalism. Our customers love it and we can see we are now appealing to a younger market.”
John Schmidt, Service Director, Friendly Kia, New Port Richey, FL
Given the profound change to our service process, training is really important.I’m happy to report the trainers are the best I have ever worked with!
The greatest benefit we have seen would have to be the ability to present VIN-specific services which have had a direct impact on our CP Dollars per RO. In addition, the ability to take pictures of prior damage during the walkaround is amazing and has saved us money on several occasions.
John Schmidt, Service Director Friendly Kia, New Port Richey, FL
“The communications from the Dealer-FX Total Service Marketing Team are second to none. We have used competitive products in the past and none of them offers what Dealer-FX does. They provide a more flexible program, better reporting and they deliver a level of service that we have never seen before. I would highly recommend Dealer-FX to another dealer.”
Tyler Holt, Internet Marketing Director Friendly Kia, New Port Richey, FL
Dealer-FX will transform your dealership and give your employees the tools they need to satisfy customers, while also driving higher revenue and profits. Get in touch to experience a live demo today!
https://www.dealer-fx.com/wp-content/uploads/2020/02/web_dealer_image-Friendly-Kia-.jpg283750Dennis Welshhttps://www.dealer-fx.com/wp-content/uploads/2020/04/Dealer-FX-logo-website-2.jpgDennis Welsh2020-02-07 15:00:142020-03-05 11:38:16IN THE FIRST YEAR, FRIENDLY KIA NEARLY DOUBLES AVERAGE $ SOLD DURING CHECK-IN
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 States can deliver the industry’s best digital service experience for their customers. The platform will be enhanced with the integration of Kia data, third-party technology providers and 23 of the leading DMS providers.
“This is a great opportunity for Dealer-FX and we are excited to build strong and successful partnerships with Kia dealers,” said Dealer-FX CEO, Bill Lucchini. “With more than 2,500 dealer clients, we know ONE Platform will significantly improve parts sales, CSI scores and customer retention while providing Kia customers with a transparent, digital service experience.”
For automotive dealers looking to drive efficiency, growth and retention, Dealer-FX provides cloud-based applications which, when combined, provide an end-to-end solution that streamlines service operations, increases fixed operations profitability and delivers an enhanced customer experience. Leveraging advanced third-party and OEM integrations and AI-driven data, the Dealer-FX ONE Platform significantly improves dealership processes and CSI.
The Dealer-FX Team will be at NADA2020 in Las Vegas, February 15-17 and invites Kia dealers to experience a demonstration of the power of ONE Platform.
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.
Dennis Welsh, Director of Marketing (877) 493-0039 x216 email@example.com
https://www.dealer-fx.com/wp-content/uploads/2020/01/dealer-fx-kia.jpg423850Dennis Welshhttps://www.dealer-fx.com/wp-content/uploads/2020/04/Dealer-FX-logo-website-2.jpgDennis Welsh2020-02-04 09:00:262020-02-02 16:14:07DEALER-FX NAMED AN APPROVED PARTNER FOR KIA MOTORS AMERICA SERVICE LANE TECHNOLOGY
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.
Van Horn Dodge was an early adopter of the wiADVISOR Program, signing up in 2013. Since upgrading to wiADVISOR 3.0 in April 2018, they have continued to build on their strong results.
From the Dealership
“wiADVISOR 3.0’s Appointment Manager has saved us over $1,000 per month compared to our previous provider.”
Marc Shuman, Service Manager, Van Horn Dodge, Plymouth, WI
“wiADVISOR is easy to use. It makes our day smoother and we have increased our appointments as well as shop hours. My BDC department loves using Customer Connect as it is so easy and user-friendly. I look forward to the continued success and advancements of wiADVISOR 3.0.”
Marc Shuman, Service Manager Van Horn Dodge, Plymouth, WI
“As a new Service Advisor, the overall ease of wiADVISOR 3.0 makes it easy to communicate and work with my clients. Estimates are easy to complete and get approved. Overall it’s a great, efficient tool that helps my day go a lot better.”
Derrick Adleman, Service Advisor Van Horn Dodge, Plymouth, WI
wiADVISOR will transform your dealership and give your employees the tools they need to satisfy customers, while also driving higher revenue and profits. Get in touch to experience a live demo today!
https://www.dealer-fx.com/wp-content/uploads/2020/01/web_dealer_image-3.jpg286750Dennis Welshhttps://www.dealer-fx.com/wp-content/uploads/2020/04/Dealer-FX-logo-website-2.jpgDennis Welsh2020-01-31 14:13:542020-03-05 11:39:10VAN HORN DODGE CONTINUES TO BUILD ON THEIR SUCCESS WITH wiADVISOR 3.0
Recently while traveling, I spoke with a gentleman who told me his wife no longer wanted to service with her usual dealership. Why? The service department did not have the technology to electronically send inspection results and recommendations. She has neither the time nor the desire to review them over a phone call. She decided to take her business to a dealership that sends MPI results and recommendations directly to her mobile device. This dealership understood the advantage of communicating with customers digitally and according to their preferences.
Why is a digital service drive important?
There are three main reasons:
Many of today’s customers are accustomed to a digital experience with businesses they interact with.
Customers don’t feel a “sales” pressure when they are able to review their inspection results on their device, on their own time, and without an Advisor waiting for an immediate answer, either on the phone or in-person.
You can build trust with customers by being transparent and letting them see pictures and prices of the recommendations being made.
“Seeing is believing” and “A picture is worth a thousand words” are a couple of quotes that come to mind when we consider how powerful being able to visualize something is for customers. Human nature suggests that we believe what we see and are skeptical about what we don’t see. Giving customers the ability to see what a technician sees by sending images of their findings is essential for building trust.
Customers get additional comfort by taking their time to review and process information. By sending inspection results digitally, we give them a less intrusive method to review, research, and potentially share the details with others.
The power of a digital MPI tool is also supported by its method of delivery. For many customers, texting is likely the most effective way to communicate with them. Why? Unlike emails, text messages won’t get lost in a Spam folder. According to a Dynmark report, open rates for text messages are 98%, compared to a 20-30% open rate for email. In addition, eMarketer reported that adult consumers spend an average of 3 hours and 35 minutes per day on mobile devices. For customers, a short and concise text message takes almost no time to read and comprehend. It’s also easy to use, allowing live links that open mobile webpages.
Not only are you creating more credibility by presenting inspection information to your customers, but you’re also delivering the exceptional and efficient digital experience they get on a daily basis with so many other businesses they deal with. We order tickets, pay bills, arrange rides, and even order coffee from smartphones in the palms of our hands. With digital MPI results, you give customers the ability to review, and accept or decline recommendations at their fingertips.
How do you start changing the way you interact with your customers?
Here are some simple steps to make sending inspections and recommendations digitally the “new normal” for your dealership:
Educate your customers: Let customers know during the write-up that you will send their inspection results by text message, and what they can expect when it comes. Show them an actual example text. Explain the steps for what they need to complete on their end, how to approve and decline work, and what their options are if they have questions or need to communicate with the service department.
Send the MPI results every time – even if the customer is on-site: Consistency is key to achieving an exceptional customer experience. Sending digital inspection results each and every time establishes a process they can expect whenever they service at your dealership. If the customer is waiting at the dealership, this is an opportunity to showcase the tool and ensure they understand how to use technology if they are off-site in the future.
Follow up on sent inspections: Keep an eye out for inspections that customers have not responded to. In these cases, a phone call to check in (after a reasonable period of time) is a good idea. You can check with them to see if they received their text and give them an opportunity to ask questions. This helps with customer satisfaction and the throughput within your shop. For the customers that do respond, let them know via text that their response was received and you are proceeding with the work on their vehicle. This helps build trust with the customer and keeps your Advisor engaged with this method of communicating.
Increase Customer Pay Revenue with Digital MPI
When reviewing the analytics, one OEM has found that sending digital MPI results increases the Dollars per Customer Pay Repair Order by an average of $156 compared to a standard MPI process. In addition, there is a 10% increase in services approved when inspection results and recommendations are sent digitally. Having a higher approval rate on recommended work allows Technicians to obtain more hours while working on fewer cars. That increases efficiency and reduces wasted time moving cars in and out of the shop. There is no reason to think that these results couldn’t be achieved for all OEMs.
As a Service Manager or Advisor, your goal is to present the inspection results and sell the hours. There is a limited number of hours to sell each day and once they are gone, you can’t get them back. To sell those hours, provide customers with clear, concise, and transparent information and do it via text – the way customers today want.
Are you prepared to deliver the digital experience more and more customers expect?
The time to embrace a digital service department is already here. Your customers likely already want the option of reviewing and approving inspection results on their smartphone. When you consider that the wife of the gentleman I met switched to a dealership that could offer a digital service experience, are you willing to risk customer defections because you aren’t ready to adopt the technology?
By Ridge McCoy, Regional Manager, Dealer-FX
The Dealer-FX Team will be at the NADA 2020 Expo in Las Vegas, February 15-17, 2020, in booth #545C to demonstrate the POWER of ONE Platform to OEMs and dealers.
NADA 2020 DEALER-FX | Booth 545C February 15-17, 2020 | Las Vegas, NV
https://www.dealer-fx.com/wp-content/uploads/2020/01/iStock-672544960-1.jpg5411000Dennis Welshhttps://www.dealer-fx.com/wp-content/uploads/2020/04/Dealer-FX-logo-website-2.jpgDennis Welsh2020-01-17 11:49:502020-01-17 12:11:12INCREASING REPAIR APPROVALS IS NOW SIMPLY A CLICK AWAY
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