Buerkle Hyundai

‘Xtime ServiceTab Equips Advisors to Deliver a Better Service Experience for Customers’

Jim Bonney is Service Director for Buerkle Hyundai, White Bear Lake, MN, which, along with the adjacent Buerkle Honda, uses Xtime ServiceCRM solutions to make service scheduling and service workflows more convenient for customers and productive for the business.

The Hyundai store, to which Bonney is assigned, averages 235 repair orders a week, of which 82 percent are customer-pay. To create a more professional welcome to customers in the service drive, Bonney has equipped advisors with ServiceTab™, a tablet-based customer service solution. ServiceTab lets his service advisors meet customers on the service drive fully prepared to speed the check-in process yet deliver a more thorough write up.

Delivers efficiency, convenience and trust

ServiceTab helps Buerkle Hyundai advisors:

  • Check-in customers at their vehicles in less than five minutes
  • Quickly capture new and updated customer information
  • Review inspection findings with customers via digital inspection forms and video image capture
ServiceTab helps advisors be more trusted consultants to customers, as ServiceTab technology enables to discuss with the customer right at the customer’s vehicle. It empowers advisors to:
  • Generate bookable service recommendations directly from walkaround inspections
  • Present VIN-specific ‘factory’ and ‘dealer premium’ service recommendations and pricing
  • Show trim-level comparison of Good/Better/Best service options
  • Track customers’ deferred services for next visit presentation
We really like ServiceTab, as it makes advisors go through the proper walkaround and write-up routines,” Bonney says, “and customers realize we’re invested in technologies that keep us on top. Plus, because it captures customer signatures digitally, it helps us with warranty claims because this important record is always with the RO.
Suite of solutions:

ServiceTab is part of a suite of service productivity tools from Xtime, including ServiceCRM, online and dealership scheduling, electronic service menus, shop management, service marketing, DMS integration and management reporting and more.

In addition to use of ServiceTab in the service drive, both online and call center appointment scheduling have boosted appointments and show rates, currently at an overall high of 92.3 percent, for an average three-month total repair order value of $261,481.00, Bonney says.

Buerkle Hyundai’s use of Xtime:

ServiceTab is part of a suite of service productivity tools from Xtime, including ServiceCRM, online and dealership scheduling, electronic service menus, shop management, service marketing, DMS integration and management reporting and more.

  • Simplifies appointment scheduling: Customers self-book appointments online or through Buerkle Hyundai’s call center. Online service menu encourages customers to select not only services right for their make, model and mileage, but upsell options.Controlling this process gives Bonney greater control over workflow through the shop. Advisors not answer phones are better able to focus on customers and work in progress.
  • Improves customer experience: Xtime’s ServiceTab advisor’s tablet helps advisors deliver a more personable, knowledgeable and professional vehicle walkaround and write up. Digital signature captures gets customers on their way faster. Digital signature ensures availability so completed RO can be closed. Fulfills OEM requirements for signatures to process warranty claims.
  • Drives greater efficiencies: Management reports present key data as Health Check Cards. Reports help service directors identify opportunities and further improve how service satisfaction is delivered to customers.
Proven results

This table provides a snapshot of a recent three-month performance trend using Xtime at Buerkle Hyundai:

Xtime Call Center Show Rate

92.2%

Xtime Online Scheduling Show Rate

94.0%

Xtime Web service menu use & scheduling

229 selected services

161 availability searches

153 bookings

8 cancellations

Xtime In-Dealership Scheduling Show Rate

94.0%

Xtime Total RO Performance

Overall Show Rate = 92.3%

Total ROs = 1,386

Average RO value = $188

Total RO value = $261,481

“Xtime really works for us because customers can go online 24/7 or use the call center to book whenever it’s convenient for them,” Bonney notes. “By streamlining as many appointment opportunities as possible through Xtime we have more time to focus on the customers in front of us.

“Because I have full control of the schedule and can set parameters to block out certain hours, workflow is improved and evened out throughout the day so every customer can receive the attention they expect,” Bonney says.

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