Fast Lane:

How to Accelerate Service Loyalty
and Unlock Its Profit-Making Potential

57%

of dealerships say that service retention is their primary concern*

91%

of dealerships say that the service experience more important than the physical repair**

86%

of dealerships say that they do not have systems that facilitate a super customer experience in the service department**

Fast Lane shares facts, figures and insights about satisfaction and retention that will help you shape your future service operations. Upgrading the customer experience and improving loyalty are key objectives for retail automotive executives and managers, and Fast Lane uses real-world examples to provide direction for addressing the challenges of today and tomorrow.

About the Author

Jim Roche brings over 30 years of automotive fixed operations high-tech experience. Previously, Jim was founder and Chief Executive Officer of AutoPoint, where he was the visionary and driving force behind the development of the industry’s first multichannel marketing platform, its adoption by hundreds of dealers and its subsequent acquisition by SRS; Solera acquired SRS in 2013. Over the course of his career, Jim has visited over 2,000 dealerships, providing his expertise to create modern experiences that generate growth and profitability. Currently Jim is VP, Marketing & Managed Services for Cox Automotive’s Xtime, where he is responsible for automotive industry and brand positioning while driving marketing’s strategic impact on business.

Prior to AutoPoint, Jim was CEO of Ocentrix Inc., which developed a modern technology automotive dealership management system. Jim has also served as Vice President of Product Management at Autobytel, where he oversaw the Autobytel product portfolio and drove the development of the RPM CRM platform, and as Senior Vice President of Operations at Newgen during the company’s rapid growth to over 5,000 dealerships and its 1999 IPO. While at Newgen, Jim oversaw the creation of the automotive industry’s first web-based on-demand marketing tool, Carabunga.com.

Jim is a public speaker and has published numerous articles on automotive fixed operations, technology and retention.

*Cox Automotive Maintenance & Repair Study 2016
**FARM Market Research 2018

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