Car Dealership Challenges

Your service department is the backbone of your dealership. What you might not realize, is how much your service drive’s challenges and pain points impact each other. There are many pieces that need to work as one for a smooth operation. Understanding where they come from and how they impact each other is the first step to addressing them.

Car Dealership Pain Points

• Customer retention
  • Customers want to be educated before being sold. This improves their experience and builds a reputation that your dealership cares about your customers. Advisors are not always able to be with every customer to answer their questions which can make for a less enjoyable time at your service drive.
• Inventory shortage
  • If you don’t have any inventory to sell, it’s quite difficult to make money. There are only so many things you can do to combat an inventory shortage. Customers might not know their vehicle equity which means you’re missing out on potential trades sitting in your service drive.
• Capacity constraints
  • Every minute in your service drive counts. Being able to efficiently send and receive information is key to a smooth process. When delays happen, it can create a number of problems including setting your whole service department back for the day.
• Technician shortage
  • Technicians are one of the most valuable assets for your operation. They want to get the appropriate work for the hours they put in. If they feel undervalued, they might begin to look elsewhere for work and leave you a technician short in your already busy service department.

Customer Pain Points

• Long lines and waiting times
  • No one likes to wait in long lines. With the number of tasks, service advisors have it can be difficult to manage them all quickly. Sometimes the menial tasks of checking in customers can fall into the background.
• Inconvenient opening hours
  • Not everyone’s schedule allows for them to make it to a dealership during open hours. This can lead to customers looking for a place that fits their timeframe and end up in a loss of sales for your service drive.
• Lack of information
  • No one likes to be surprised by things that impact their daily life. Customers want to be informed about their vehicle when taking it in for service. Sometimes, service can take longer than expected or extra work is needed and the vehicle isn’t ready for pick up when the customer comes in, creating inconveniences for the customer and your service drive altogether.
• Unaddressed maintenance
  • Customers don’t know what they don’t know. If they aren’t educated on work that needs done they will leave your store without ever having the chance to say yes. That work will get done somewhere, just likely not with you.

Turn challenges into opportunities with Sharebox

A check-in kiosk couldn’t possibly solve all the problems we just went through. That’s why Sharebox is more than just a key kiosk or cabinet tool. They combine seamless check-in functionality with upselling, vehicle equity detection, data collection, and so much more to not just improve check-in time but to improve the entire service experience.

• Upselling Functionality
  • Offer upsell opportunities 100% of the time at check-in.
  • Offering add-ons at check-in has the potential to improve your upsell rate by 20%, significantly impacting your dealership’s overall gross profit.
  • Not to mention:
  • It reminds customers of maintenance they might need to be done but forgot about, like new windshield wipers.
• Inventory Sourcing
  • Present equity detection at every check-in.
  • At check-in, customers can quickly and easily request to have their vehicle appraised for trade-in during that service visit.
  • This has the potential to:
  • Help you source needed inventory for your lot.
  • Turn a service visit into a vehicle sale.
  • On average, dealerships see a 7% trade-in appraisal request rate using Sharebox.
• Data Accuracy
  • Collect customer data more accurately than ever before.
  • Customer data is gathered from the check-in process and sent directly to your DMS.
  • This allows for:
  • Customer information is to be quickly and accurately presented for a smooth service process.
  • New information is to be stored exactly where it needs to be for reference in the future.
  • Dealers see an average of 30% more email collection through Sharebox.
• Process Efficiency
  • Speed up your check-in process.
  • Customers are able to skip the wait and check in or out quickly using mobile devices or intuitive kiosk screens.
  • This creates:
  • More time for your advisors to focus on profit-driving activities.
  • Fewer lines backing up your service drive.
  • Sharebox can reduce check-in time from 15 minutes down to 2 minutes.
• Customer Satisfaction
  • Improve your CSI score and customer retention rate.
  • Provide flexibility for your customers to tailor their experience in your service drive with multiple check-in options.
  • This results in:
  • Higher likelihood of customers returning for their next service.
  • Answering 96% of all customer’s questions through Sharebox without having to ask an advisor.
  • 90% of customers that use Sharebox stated they prefer a self-check-in process.

Customer Success with Sharebox

Many dealerships have seen success with Sharebox as soon as they’ve implemented them into their service drives.