Glenn Hartley is Service and Parts Director for Nissan of Rivergate, a dealership just north of Nashville, TN. The service department handles 1,500 repair orders a month, of which 70 percent are customer-pay. The dealership installed Xtime in 2012 to improve service delivery to its customers.
From our use of Xtime, our CSI and retention have improved and we’re now getting as much as 30 percent of our appointments a day from Xtime’s online appointment scheduling solution,” Hartley says.
Nissan of Rivergate generates 99 percent of its appointments through Xtime and enjoys an average 85 percent show rate. These customers spend on average $175 with the dealership.
Online service scheduling fits well with today’s consumer trend to view the details of their lives online. They pay bills, register cars, book vacations, and buy items from the comfort of their sofas, after the kids are in bed, all while watching Netflix. Dealerships that value their customer’s time and preferred buying style win their business.
The dealership no longer allows appointment bookings directly into its dealer management system. Booking into Xtime is easier, and faster, for both the service department and its customers. Xtime supports certified integrations with: ADP Elite, Reynolds & Reynolds ERA, DealerTrack/Arkona, AutoMate, DealerBuilt LightYear, Serti, and PBS Systems. Integrations are certified and support real-time, bi-directional data exchange.
Note these three-month results from use of Xtime at Nissan of Rivergate
|Xtime Call Center Show Rate||
No. ROs: 160
Av. RO: $234
Total: $37, 453
|Xtime Online Scheduling Show Rate||
No. ROs: 270
Av. RO: $125
|Xtime Web service menu use & scheduling||
241 selected services
31 availability searches
|Xtime In-Dealership Scheduling Show Rate||
No. ROs: 1,207
Av. RO: $178
|Xtime Total RO Performance||
Overall Show Rate = 84%
Total ROs = 1,637
Average RO value = $175
Total RO value = $287,269
Hartley says giving customer more control of the appointment process is smart management.
A greeter board immediately welcomes service customers to Nissan of Rivergate. “It’s one of the first things customers comment about,” Hartley says.