A few years ago, Sunridge Nissan in Calgary, Alberta, was using multiple solutions for all of its customer needs. The dealership quickly implemented Schedule to accommodate its customers online scheduling needs, and Xtime’s other solutions—Engage, Invite and Inspect—soon followed. Service Manager Annica Larsson said that introducing Xtime allowed the dealership to streamline its operations instead of toggling between multiple platforms to handle all of its needs.
“The initial reason we implemented Xtime Schedule was that we wanted a more advanced way to schedule appointments,” said Annica. “[The original decision] was really for our call center, which books appointments, as well as for our service advisors. It was nice to sync all products into one—previously, we had [multiple systems], whereas now we just have Xtime. We don’t have to switch back and forth between platforms and it’s very streamlined.”
Sunridge Nissan understood that vehicle owners want and expect more technology at various touchpoints—already more than 17 percent of customers schedule online1. Seeing this value also encouraged the dealership to implement Engage and tablets in the service drive, resulting in $39 in additional sales per check-in2. Soon after, Sunridge Nissan added Invite and Inspect to create an integrated dealer and customer experience.
“We added Engage because our advisors could easily put all these notes in the tablet, customers could see pricing and they could sign for their services right there,” said Annica. “This is so beneficial because we’re a busy dealership with a small drive-thru with limited space. Xtime allows us to handle the rush [of customers]. And Invite came up because we were trying to find a way to track declined work and bring those customers back.”
Sunridge Nissan relies on Xtime to ensure customers choose the dealer service department over independent shops—and that they continue to do so. Not only does the dealership boast an 87.8 percent show rate1, but their marketing strategies also achieve a 6.23 to 1 ROI on lost souls3.
Having an integrated system allows dealerships to run smoothly while giving today’s discerning customers the service experience they expect. In fact, each touchpoint within the service experience should be a chance to turn a routine inspection into a retention opportunity. Xtime Inspect provides the dealership with an integrated customer approval platform, easy access to available inventory and centralized access to service history, as well as past recommendations—with $586 in recommended services per inspection2.
“Inspect minimizes the chaos because we have everything we need to help the customer right there,” said Annica. “I love that everything we need for the customer is available all the time [in the tablet and with Inspect] and doesn’t go anywhere. It also helps the relationship between the advisors and the technicians so that the departments can work better together and we can run reports easily as needed.”