Buerkle Hyundai

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.

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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