John Hughes, Service Manager at Kelowna Infiniti Nissan in Kelowna, British Columbia, understands what consistent and honest communication with customers does for retention and brand loyalty. Having been familiar with Xtime’s solutions since 2005, John implemented Xtime products—starting with Schedule, then Engage and Inspect—when he came to Kelowna Infiniti Nissan one year ago.
“We were trying to solve booking issues with [our DMS],” said John. “The dealer management system we had at the time didn’t allow us to do what Xtime does, such as shop loading, which helps us plan our day better. Stretching out the duration of time between appointments instead of being able to book multiple appointments in [one time slot] created a chaotic environment. Xtime [products are] way more user friendly and allows us to accommodate clients better.”
Starting with Schedule allowed Kelowna Infiniti Nissan to allow customers to book online, as well as give the dealership’s staff to communicate with customers in a timely and consistent manner, and customers take notice—the dealership has increased retention by 32 percent1. From sending appointment reminders to service recommendations, vehicle owners appreciate being able to connect with the dealership online at their own convenience.
Engage, according to John, was a logical next step for the business. The tool has not only delivered $18 in additional revenue per check-in2, but created a better relationship between advisor and vehicle owner.
“We can perform a vehicle walkaround and process a customer more efficiently with clients and advisors,” said John. “It allows us to have complete transparency with our customers and our advisors are more engaged and out from behind their desks. They can walk around the vehicle, check in customers, take robust notes and everything is so much quicker than before.”
The latest Xtime Spectrum solution to be adopted, Inspect, has helped Kelowna Infiniti Nissan to provide its customers with consistency in their communications in every aspect of the business, from recommendations and quotes to vehicle inspections.
“Since Inspect lets us be consistent in our message to our clients, the whole inspection is better from the service lane to the front end of the dealership, which helps our sales and our general bottom line,” said John. “Our technicians love Inspect because it’s the one tool they’re in at the same time—our parts department can text our technicians from their location without running through the dealership to find anyone. We can stay with clients, which they appreciate. It’s just so much more efficient than before because no one is standing around waiting and no one is overwhelmed with work. It helps us strike a balance.”
The utilization rate at Kelowna Infiniti Nissan is nearly 100 percent. According to John, using Xtime’s solutions is a non-negotiable part of each person’s role, each and every time, to cut down on paperwork, interruptions and inconsistent communications with customers.
“Xtime [products] keep us accountable and we hold each other accountable,” said John. “Everyone knew the advantages [of Xtime] early on, such as how easy a client can get in and out of an appointment when you use the platform. The fact that everything has a footprint to refer to is a great feature. Technicians can look at old walkaround photos and inspections, which holds us accountable for anything that happens in the shop and helps us with repairs, dent repair, wheel conditioning and more.”