The Obstacles are Real
The pressure on dealership Fixed Operations has never been greater. Supply chain snafus, microchip shortages and rising inflation have delayed decisions on car purchases, significantly adding to vehicle maintenance demand. Making it worse, Service Managers face internal operational challenges as well, such as high turnover and lack of skilled technicians. The proliferation of third-party digital channels (Carvana, Vroom) has driven down vehicle margins, leaving Fixed Ops to make up the difference.
Shifting customer expectations exacerbate the situation. “Reimagined Consumers”, as global consultancy Accenture categorizes them, want a fast, transparent and trustworthy process from beginning to end. They demand omni-channel communication, expect faster response times and more attention paid to their personal needs.