Buddy Toups, Service Manager for Infiniti of Lafayette, manages three technicians and two service advisors for this Louisiana dealership servicing about 300 vehicles a month. To streamline appointment setting – and put control in customers’ hands – Infiniti of Lafayette started using Xtime hosted service CRM (customer relationship management) systems two years ago.
With Xtime, we have access to customers’ entire service histories at our fingertips as we’re speaking to them.
Prior to installing Xtime, appointments were scheduled using paper documents and then keyed into the dealership’s dealer management system. The process was terribly inefficient and not very user friendly, Toups said.
Performance data extracted from Xtime provide compelling evidence for its impact on service processes at Infiniti of Lafayette. This table provides a recent one-month overview:
Appointments Booked via Xtime |
Overall Show Rate |
Web Show Rate |
Repair Order Dollars |
Ave. Per RO Value |
97.6% |
87.9% |
100% |
$41,375 |
$245/$263 web |
Online Schedule Activity via Xtime |
Selected Services |
Time/Day Searches |
Booked Appointments |
Cancellations |
3.3% appointments booked |
13 |
10 |
7 |
0 |
Toups said Xtime streamlines the entire booking and scheduling process.