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