Audi St. Paul in Maplewood, MN, started using Xtime hosted service CRM (customer relationship management) systems to improve fixed operations two years ago. The system is used as well at sister dealerships, Audi Minneapolis, Porsche of Minneapolis, Mercedes of Maplewood, and Porsche of St. Paul.
Ross Corey is Service Manager for Audi St. Paul. He manages 13 technicians working out of 19 service bays, has six advisors, and the shop processes more than 1,150 repair orders a month. The dealership utilizes Xtime Online Scheduling and Xtime ServiceTab, a mobile point-of-sale tool that enables service advisors to develop a consultative sales relationship with customers by spending more face-to-face time with them.
The change in shop efficiencies, improvement in scheduling, and more productive techs are the kind of results that make everyone’s life easier.
With Xtime managing the appointment booking and check-in process, Corey says appointment scheduling is now easier. “Plus, now with just a few clicks to the Xtime scheduling dashboard I can change settings to spread workload to avoid bottlenecks and maximize technician use.”
Because of the 360-degree view Xtime provides into shop workflow and booked work, it gives the call center and those making appointments the opportunity to have a real time view of what is happening with the service department even if a customer makes their own appointment on line.
“Everyone sees what appointment days and times are available, so anyone in the shop who takes a phone call or speaks to a customer can schedule the appointment. Also, if we’ve booked time for a big job and that job ends up taking less time than expected, I can quickly adjust that in Xtime and our call center will work to sell that available time as quickly as possible,” Corey said.
This table provides a snapshot of Xtime’s performance at Audi St. Paul:
Appointments Booked via Xtime
Repair Order Dollars
Per RO Value
Xtime ServiceTab is a mobile application that enables Audi St. Paul advisors to greet service customers at their vehicles, in the lane, having in-hand customer information, presenting-problem data, and other insight to help them make a more thorough, professional and productive write-up.
Processes that reduce effort, relieve frustration and make the workday flow more smoothly add up to improved operations.