REDWOOD SHORES, Calif. — Xtime announced today that Nissan North America has chosen Xtime’s ServiceCRM™ platform to exclusively power its One to One online service scheduling program for the entire U.S. market. Online scheduling will enable Nissan service customers to book appointments online, 24 hours a day, seven days a week, using their computers, tablets or smart phones. Nissan North America is subsidizing the entire subscription cost of ServiceCRM for all of its 1,100 U.S. dealers, ensuring owners have convenient online access to the entire Nissan dealer network for all their service needs.
Xtime’s cloud-based platform integrates across multiple DMS types and gives Nissan consolidated performance metrics across its entire network, while giving its customers the freedom to schedule a service as easily as they book a table via OpenTable or buy a book from Amazon. By choosing Xtime, Nissan enables its customers to schedule online from the Nissan owner portal, One to One service reminder program or directly from a dealer’s website.
ServiceCRM promotes transparency and trust by offering fully-priced, VIN-specific, bookable service menus with Factory, Premium and Dealer Recommended service levels, immediate confirmation of appointments sent to customers via email or text, and online notification of maintenance service or repair progress. It also gives OEMs a powerful tool for helping dealers implement leading-edge technologies to improve their customer satisfaction (CSI) and profitability.
“We’re thrilled to help Nissan improve both the customer experience and profitability of its dealers’ fixed operations,” said Neal East, CEO of Xtime. “We built ServiceCRM and our leading-edge tablet solution, ServiceTab™, for organizations like Nissan that want to enable its dealers to provide a service experience that meets consumers’ increasingly demanding expectations.”
In March, J.D. Power released its 2012 Customer Service Index study in which Infiniti, Nissan’s luxury division, gained 23 points from the previous year. Nissan understands that online service scheduling provides material improvements in CSI, service retention and service revenue. J.D. Power cited the online scheduling of service appointments as a reliable way for dealers to increase customer satisfaction.
“Nissan has shown its commitment to our platform and is looking to add enhancements as its needs grow,” said Xtime’s East. “It wants its dealers to have the best tools available for staying connected with its customers via whatever communications channel they choose, whether digital, mobile or telematics. We’re honored to be Nissan’s chosen partner in this effort.”
More than 150 Infiniti dealers are already successfully using Xtime’s ServiceCRM and finding that it significantly improves customer retention and satisfaction. Starting August 27th, Nissan North America will be rolling out the program to all of its U.S. dealerships.
About Nissan North America, Inc.
In North America, Nissan’s operations include automotive styling, engineering, consumer and corporate financing, sales and marketing, distribution and manufacturing. Nissan is dedicated to improving the environment under the Nissan Green Program 2010, whose key priorities are reducing CO2 emissions, cutting other emissions and increasing recycling. More information on Nissan in North America and the complete line of Nissan and Infiniti vehicles can be found online at www.NissanUSA.com and www.InfinitiUSA.com.
Xtime is the leading provider of hosted Customer Relationship Management (CRM) and scheduling software for automotive service departments in North America. Xtime counts more than 4,500 dealerships as customers, has registered more than 1 million consumers and processes more than 1.3 million appointments each month. Xtime is the exclusive or preferred provider for many of the leading global automotive manufacturers, including Lexus, Toyota Canada, Toyota US, BMW, Mercedes-Benz, Nissan, Infiniti, VW, Audi, Chrysler and Hyundai. Xtime is also the trusted choice for many of the industry’s leading dealership groups including AutoNation, Group 1 Automotive, Sonic Automotive, Asbury, Luther, Ferman and Checkered Flag. Xtime is based in Redwood Shores, California and can be reached at (650) 508-4300 or www.xtime.com.