“Ask Jim” is an ongoing question-and-answer series with Jim Roche, Xtime’s senior vice president of marketing and managed services, on the pressing topics and issues within the fixed operations world.
Question: How does using a tablet on the service drive improve the customer experience?
Answer: Simply put — it’s a better experience. The customer remains at their vehicle and is greeted by someone from your team with a tablet. The tablet is integrated with the appointment, so you already know the customer’s concern and can start the write-up from that point. Tablets connect your team to all the information they need, when they need it — in the moment. You can also use the tablet to note vehicle condition, review menu pricing and sign — and all this can be done in a few moments. Better experience!
With the addition of tablets, dealerships will increase efficiency, productivity and customer satisfaction. In fact, dealerships using tablets to help streamline the service experience have seen their Customer Satisfaction Index scores increase by an average of 67 points.
So, what’s the moral of this story? Tablets provide an easier, faster and overall better service experience for customers, helping increase customer loyalty, retention and ultimately profitability.
To submit a question, please email Jim.Roche@xtime.com.
Author: Jim Roche
As Senior Vice President of Marketing & Managed Services, Jim Roche is responsible for brand positioning and driving marketing’s strategic impact on business. Jim brings over 30 years of automotive high-tech leadership experience. Previously, Jim was founder and Chief Executive Officer of AutoPoint, where he was the visionary and driving force behind the development of the industry’s first multichannel marketing platform, its adoption by hundreds of dealers and its subsequent acquisition by SRS. While at SRS, AutoPoint experienced rapid growth; Welsh Carson Anderson & Stowe acquired SRS in 2013.