Manly Honda goes all in with Spectrum for efficiency and profitability
Just a few years ago, Manly Honda in Santa Rosa, California, was using the dealer management system (DMS) for service appointments. While appointments were being made, Service Manager Luke Ammann noticed that processes were inefficient and that the service department could bolster its customer service experience.
“We needed a better appointment process,” said Luke. “Our DMS didn’t give us the tools that we needed to follow through and stage our appointments correctly, and promise times were being missed.”
Additionally, there was increased downtime and staff hours weren’t being used effectively, with most appointments were being made in the morning. Luke added, “We were busy in the morning and afternoons we were slow, and technicians weren’t busy.”
To guarantee that the Manly Honda service department would reach its full potential, Luke first implemented Xtime Schedule. The team was able to manage the shop better and offer customers convenient online scheduling. Since then, Manly Honda has incorporated the full Spectrum package, adding Invite, Engage and Inspect—all products working together to drive more volume and retain customers.
“[Spectrum] has helped us be able to interact with the customer in the driveway, have the advisor do the multipoint with the iPads, being able to target declined services, being able to email [vehicle owners],” he said. “Basically, the whole program has helped take a load off of my plate because I’m able to work with Xtime to do all the stuff that I used to do manually.”