Satisfaction with the dealership shopping experience has increased, according to Cox Automotive’s Car Buyer Journey Study, rose from 67% to 71% between 2024 and 2025. Notably, new-car buyer satisfaction reached 76%, an all-time high1.
With service being the money maker of the dealership business, there’s no better time to capitalize on the opportunity to turn happy car buyers into loyal customers who trust you for all their service needs. But how? Here are five solid strategies for turning your service department into a profit-making machine.
1. Boost employee efficiency
The data is clear: people are keeping their cars longer. That’s good news for your shop because older cars typically need more servicing. But an influx of servicing needs can also be challenging for employees who are already at capacity.
This shift in car-buying habits makes it a great time to invest in an integrated service solution, like Xtime, that can bring more efficiency to your business. Xtime lets customers handle every step of their service appointment — from booking online to scheduling approvals and payments. This gives them the flexibility and transparency they crave while reducing administrative work for your employees.
Dealers realize a 40% higher RO volume with the Xtime Full Suite. 2
2. Build loyalty with technology that boosts your bottom line
With car owners hanging onto their keys, you can be their shop of choice for even longer now. Delivering exceptional customer service is one of the best ways to keep your customers coming back again and again. Capitalize on this shift in consumer behavior by delivering exactly what they’re looking for: A seamless, convenient customer service experience that adds value and trust.
Simply put, your customers want to connect with your shop the way they would with their favorite brands — online and on their phones. Deliver that on their first visit, and you’ll probably be seeing their car in your shop in the future.
3. Save time with the right technology
Dealerships still capture the largest share of vehicle service business, but competition with other service providers is intensifying. In 2025, dealerships were hanging onto a 29 percent share while general repair shops sat at 27 percent.3 To win back service visits from competitors, it’s vital to optimize your shop’s capacity.
When your employees don’t have to worry about scheduling and processing payments, they can do more of what makes your shop profitable — service cars. Time is a precious commodity. Xtime can help you use it wisely.
Xtime delivers a 24x return on investment.4
4. Reengage customers with solutions that make it easier to say yes
Sometimes customers decline services during their visit. And oftentimes, they just need a little reminder to say “yes” during the next one. With personalized customer engagement technology at check-in, like Xtime Engage, you can access critical service information like previously declined services.
Dealers have reported a 5% increase in service retention with Xtime Engage.5
5. Be Proactive with your marketing
There are more potential customers on the streets and Xtime Invite can help you find them. With Xtime Invite, you can filter by service and craft and customize communications through multiple channels to keep your shop at full capacity.
Plus, use the built-in service reminders feature to keep your show rates high. Deliver personalized messaging to give your customers the trust they need to make them feel at ease. And integrate with your scheduling software for a faster, more seamless experience.
Dealers have generated 16% additional new ROs per month with Xtime Invite.6
Transform Your Fixed Ops Department
In an industry that’s transforming quickly, there’s no better time to transform your shop right along with it. Read Cox Automotive’s Car Buyer Journey Study to get all the insights and data you need to set up your dealership for even more success this year.
Take the next step with a self-guided Xtime demo.
sources:
12025 Car Buyer Journey Study
2 Based on DT DMS data for Xtime Full Suite dealers and non-Full Suite dealers from August 2024 to July 2025.
3 2025 Cox Automotive Service Industry Study
4 Data from all Xtime dealers between Jan 2025 and July 2025.
5 Data from all Xtime dealers between Aug 2025 and July 2025.
6 Data from all Xtime dealers between Jan 2025 and July 2025.
