Just a few years ago, Manly Honda in Santa Rosa, California, was using the dealer management system (DMS) for service appointments. While appointments were being made, Service Manager Luke Ammann noticed that processes were inefficient and that the service department could bolster its customer service experience.
“We needed a better appointment process,” said Luke. “Our DMS didn’t give us the tools that we needed to follow through and stage our appointments correctly, and promise times were being missed.”
Additionally, there was increased downtime and staff hours weren’t being used effectively, with most appointments were being made in the morning. Luke added, “We were busy in the morning and afternoons we were slow, and technicians weren’t busy.”
To guarantee that the Manly Honda service department would reach its full potential, Luke first implemented Xtime’s automotive scheduling software. The team was able to manage the shop better and offer customers convenient online scheduling. Since then, Manly Honda has incorporated the full Spectrum package, adding Invite, Engage and Inspect—all products working together to drive more volume and retain customers.
“[Spectrum] has helped us be able to interact with the customer in the driveway, have the advisor do the multipoint with the iPads, being able to target declined services, being able to email [vehicle owners],” he said. “Basically, the whole program has helped take a load off of my plate because I’m able to work with Xtime to do all the stuff that I used to do manually.”
Manly Honda also utilizes Xtime Managed Services to create and send timely emails to vehicle owners on various needs, from recalls to reminders to declined services, enabling the service department’s high show rate and customer engagement.
“[Our Managed Services representative] Robin has been excellent, coming up with emails to go and offer them to come back—their first appointment, their reminder appointments, their six-month missed appointment,” Luke discussed. “Everything that they have done has pretty much been flawless.”
Spectrum enables Manly Honda to enhance interactions with customers and manage technician hours efficiently. The service department has realized*:
*From July 2016 – June 2017
Xtime’s software system works well with all the systems that we have in place right now, from [our] tire program to our DMS. Having Xtime do four of the major areas, we’ve cut out a lot of vendors that we used to use for other items. Now it’s all incorporated into one program to where we can follow everything, from recommended repairs to appointments to appointments kept.
Manly Honda operates with the belief that consumers don’t just want speed and efficiency, they expect it.