November 22, 2021 An Interview with Tracy Fred: Insight from the 2021 Cox Automotive Service Industry Study Copied Dealer service departments are resilient. Despite major industry challenges, dealer service center market share is up 1% since 2018 and dealership service departments continue to be most used service provider, according to the 2021 Cox Automotive Service Industry Study. But there is a lot of room for growth and improvement, and a lot of potential revenue ($214 billion) still up for grabs. Tracy Fred, Tracy Fred, VP Operations — Dealer Sales and Service Solutions, sat down with CBT News to discuss the 2021 Cox Automotive Service Industry Study and how dealerships can have a consumer-first focus to increase revenue. Specifically, she discussed how dealerships can: Better leverage digital tools to meet and exceed modern consumer expectations Overcome barriers that prevent consumers from returning to dealer service departments Offset operational challenges by creating convenient consumer experiences Strengthen consumer relationships by offering and promoting digital tools and services By improving the consumer experience, dealer service departments can overcome industry challenges and common consumer frustrations to increase revenue and attract new customers. To learn more about how your dealership can have a consumer-first mindset, download the complete 2021 Cox Automotive Service Industry Study.