Tag: tracking service process

Increasing CSI with Better Communication in Service

Fragmented processes leaves too much room for error when it comes to communicating with customers about their service process in the dealership. If there was only a company that had the technology to make dealerships lives easier and ultimately allowing them to communicate effectively and efficiently with their customers!

Dixon Technologies, the leader in helping dealers grow and retain their customer base through an advance suite of services has introduced the most innovative product on the market called Status Plus helping dealerships complete the service cycle from start to finish and guiding the customer into positively reviewing the dealerships great customer service.

No more fragmented solutions, Status Plus does it all. Utilizing Dixon Technologies most advance product on the market for dealerships, Status Plus, dealerships can decide which steps in the service process will notify the customer, and let them know when their vehicle is ready for pickup. Status Plus will also guide them to take a CSI Survey and notify dealership management immediately if the customer were not completely satisfied.

Status Plus allows the dealer to keep track of every step within the service process. Techs and Advisors are notified by text when it’s time for them to take action. Dealerships now have visibility over how long each step is taking, and can focus on bottlenecks improving the process and increasing profitability.

The program will helps increase customer satisfaction by informing the right dealership personnel when a customer calls or texts their advisor back, Status Plus will route this communication directly to the right person. Dealerships can even go back and listen to previous calls or read the transcriptions. Status Plus even notifies the customer when it’s time to come back in for recommended maintenance and allow for them to schedule an appointment creating a happy customer for life.

Within the Status Plus program, Dixon Technologies has a simple app to complete the Digital Multi-Point Inspection and share it directly with the customer. No more keeping track of physical forms because it’s saved digitally for easy access.

Dixon Technologies is able to integrate with the dealership’s DMS or inventory management system so that there is no manual input-tation or duplication. This completely streamlines and consolidates inventory management, and gives management more time in the day to redirect energy to other important tasks on the to-do list.

Dixon Technologies, with offices in Dallas and Houston, Texas, is “Making Life Better” for dealerships by helping them grow and retain their customer base utilizing the most advance suite of services on the market. Products such as Status Plus, Recon Plus and Acquisition Plus allow dealerships to complete the cycle to profitability in both service and sales. For more information or to request a demo visit https://dixontech.net or call 469.904.0107.

Impact your Business by Modernizing the Service Lane

The service lane represents the best opportunity for dealerships to deliver on the modern expectations of consumers. Understanding where to start begins with knowing the most common customer pain points. Consumer preferences have started evolving past the traditional dealership experience, which means it’s more important than ever that dealerships meet their customers’ needs with a modernized touch. From long wait times resulting in customer churn, to irritating upselling tactics, to inefficient scheduling processes, there’s no shortage of improvements to be made.

A good experience at a dealership can drive repeat business because the majority of customers are willing to travel further and pay more for better service. In fact, 54% of consumers would buy from dealerships who provide better experiences compared to lower prices. This statistic shows that value is a more important factor than quality when consumers are selecting their service providers. Even 97% of dealers agree that the customer’s experience in the service department is important to their dealership.

Status Plus allows the dealer to keep track of every step within the service process. Techs and Advisors are notified by text when it’s time for them to take action. Dealerships now have visibility over how long each step is taking, and can focus on bottlenecks improving the process and increasing profitability. In addition, the service advisor will be able to inform the customer exactly what is going on at a moment’s notice.

Dixon Technologies Helping Dealerships in the fight Against COVID-19

As the automotive industry and our entire nation, we are all facing the impacts of the Coronavirus (COVID-19) pandemic. Rather than reacting to the situation, Dixon Technologies was ready for the fight to help dealerships adapt to the new environment. Below are some best practices and helpful tips to help keep dealerships, customers and our communities safe:

Pick-up and Drop Off:

Utilize simple Consumer Experience communication tools to assist with your pick-up and drop-off services
Leverage rideshare transportation, so pick-up and drop-off jobs won’t require more than one team member to pick-up and drop-off a call
Provide Pick-up and Drop-off services for Service and Sales purposes

Generating Sales from Home:

Offer free trade appraisals to customers
Send a team member to inspect the vehicle right on their driveway
Drop off the customer’s new vehicle on their driveway and sign paperwork digitally from their home

Mobile Payments:

Allow customers to pay for their repairs online and from their mobile device to eliminate cash handling or credit card exchanging
Offer Service Financing options for more affordable payment options
Implement touch-free payment devices so customers can tap-and-pay even from behind a glass window

Digital Inspection Reports:

Send inspection reports via text or email for customers to review at the comfort of their home or from a safe distance in stores
Allow customers to approve or defer recommended services digitally for safety and convenience

Online Appointments & Social Media:

Embed an appointment widget to your dealership’s website
Link all social media pages to your online appointment widget
Be sure to gate customers to your social medias to keep everyone in the loop
Update social media often to further broadcast announcements and updates

Broadcast All Communications:

Let customers know you are still open for business
Broadcast mass vehicle safety and related announcements via text message and email
Actively send notices on COVID-19, your location details, and services

Dixon Technologies, with offices in Dallas and Houston, Texas, is “Making Life Better” for dealerships by helping them grow and retain their customer base utilizing the most advance suite of services on the market. Products such as Status Plus, Recon Plus and Acquisition Plus allow dealerships to complete the cycle to profitability in both service and sales. For more information or to request a demo visit https://dixontech.net or call 469.904.0107.

Creating a Positive Customer Experience in Service for Dealerships

A common complaint during manufacture dealership group meetings is “the left hand doesn’t know what the right hand is doing!”

There’s no doubt that dealers have it rough when it comes to their customer base. Take a moment and think about your average customer for a minute. He’s worked 40 to 60 hours the whole week, and a family vacation is being planned. Now all of a sudden his vehicle breaks down and he has to bring it into service. Now he’s irritated because he’s got to stop what he’s doing to head up to the dealership to see if you’ve got the time and parts needed to fix it and allow him to get back to his plans. He’s in a hurry and already on edge before he even walks through the door.

There is no cure for misfortune; however, your dealership has an opportunity to become a hero for your customer just by being able to share with them the status of their vehicle’s service. It’s all about communication within your departments as well as to the customer.