How do you succeed in an ever-evolving touchless auto service environment? The key is to achieve a flexible, transparent, and convenient customer experience with minimal in-person contact.
Here are six things you need to consider in order to implement a successful touchless auto service environment at your dealership.
A mobile scheduler is key because most customers are now willing to make appointments from their mobile devices.
Does your scheduler’s mobile version work well, or is it masked by a bunch of distracting pop-ups?
Can a customer schedule an appointment with a few clicks? How many clicks does it take with your mobile scheduler now to make an appointment now?
It is important to not burden guests with complicated service menus and too many questions. Therefore, mobile and website scheduling should be simple and integrated with your communications.
As a result, make it easy for the customer and service manager to relay important information leading up to the appointment and during the service.
2. Pickup & Delivery
Pickup & Delivery enables customers to stay home, or at work, while their vehicle is serviced.
As a result of the pandemic, no-contact Pickup & Delivery service is becoming the new normal.
Do you have the right processes in place for this to be successful now and in the future? For example, scheduling and tracking drivers, loaners, and even ride services like Uber, can get complicated and may require staffing adjustments.
How do you protect yourself from potential damage claim disputes? Video walkarounds can help with this.
Make it easy for the customer and service manager to relay important information about vehicle status. Know when a car is safely delivered to the dealer… and back to the customer.
3. Video MPI
Video is flexible, transparent, and convenient with mobile phone technology, and it also makes it possible for customers to see for themselves what repairs are needed.
Do you use multi-point inspection video tools to better explain repair needs to customers? This is vital in building trust and it results in higher recommendation acceptance rates. Also, customers are more likely to approve work when they can see it.
4. Video Walkaround
Video walkarounds make it possible for the customer to see for themselves what the condition of their car is at the beginning and delivery stages. It acts as a safeguard for the dealer to eliminate potential damage disputes.
Do you conduct an initial video walkaround when the loaner leaves the dealership? Do you make another when you hand the vehicle back to the customer?
Do you offer online payments?
Do you allow service advisers to take customer payments to eliminate checkout lines at the cashier’s desk? This avoids unnecessary contact and also builds a better relationship between the customer and their adviser. It makes the adviser the primary and single point of contact.
You may find that more customers are suffering financial hardship
because of the pandemic. Do you offer payment financing options?
6. Connected BDC
A Business Development Center (BDC) for service can help prevent no-shows, stagger appointments for optimal distancing, and attract additional service business.
Are you conducting outbound calls and texting to solicit service business?
How about declined service follow-ups?
Many dealerships leave a lot of money on the table by not having the time to follow up. Therefore, consider building your own service business development center.
Train your staff to follow up and give them access to customer service history, as well as the ability to contact declined services.
Learn more about how myKaarma can help with all these touchless considerations within one easy-to-use application.
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