Matt Warpinski, Director of Performance Management, Xtime
There’s no right or wrong way to use reporting. In fact, the only wrong way is to NOT use reporting. Reporting offers insights into trends and what our consumers are doing. It also helps uncover gaps in your processes by finding out if your staff is actually behaving the way you expect.
Sometimes reporting gives us answers and results, but at other times it gives us questions. For instance, if an advisor is not using the tablet – why? Do they not know how to use the tablet? Is there a technical issue? If say that they can’t find the services they’re looking for, that means there’s a setup problem. So, the things we find from reporting give us insights that we can use to manage our day and our business and become successful.
When it comes to managing behaviors and processes, we need to not only know what’s happening, but also analyze what is happening. As people leaders, we need to determine how we can:
- Create a better experience for our customers who want a digital experience
- Help our employees have a better quality of life at work
- Gain more efficiencies and make more money
If our customers are happy and getting a great digital experience, and our employees are following the processes and doing the behaviors we ask them to, everyone wins.
With that in mind, we recently showcased tips for using key Xtime reporting capabilities in our 2025 Fixed Ops Focus Series: Reporting Enhancements webinar. Here is some of the hands-on advice from that session.
BDC Appointments Overview Report
This report is great for helping you understand what is happening every day in your BDC.
You can filter the results by individual dealership name (or see the entire dealer group), choose a date range, see a specific call center or appointment taker name, and view the trends by day, month, week or year. There are high-level KPIs at the top: Created Appointments, Total Scheduled Appointments, Cancelled Appointments, Total Appointments Showed, and Show Rate.
When you scroll down, you’ll see a summary page that will help you identify which stores have great KPIs and which ones might provide opportunities for improvement.
In the details, you can drill down to look at specific appointment agents to find out what their appointment records look like. For instance, you can check to see if they have an email for every customer. We know that with an email address, there’s a better likelihood that they’ll get appointment reminders, appointment confirmations and our Invite marketing campaigns. So, emails are crucial, and we want to make sure we’re collecting them for each customer.
If you’re looking for more work, you can export a list of all no-show appointments. Since these are people who have already raised their hands and said they want to come in, the chances of recapturing their business are good. You can use that data to create an Invite marketing campaign to bring in more service business.
Advisor Appointments Overview Report
This is a very useful report that helps you analyze appointment data in a lot of different ways. The dashboard shows the following high-level KPIs: Walk-Ins, Total Scheduled Appointments, Show Rate, Total Appt Dollars, Inspect Upsells, RO Dollars.
Some of the ways to use this report include looking at online appointments to see how they compare to appointments made by advisors or by the BDC. You can see what was on the appointment when it was created, if any declined services were added, and if there were any Inspect upsells.
Look at the volume of appointments an advisor has coming in and the dollars that were included on those appointments. Based on total RO dollar data, you can see who is struggling to sell and who is selling a lot. Once you find out which advisors are excelling at their jobs, ask them questions to find out what is different about their approaches. Then you can partner underperformers with overperformers and improve results across the department.
You can click through to each RO to examine performance and individual service details. We make it easy for you to drill down into the information that’s presented and find opportunities to help improve how you run your business.
Then you can ask questions of your people to find out what is different about their approaches.
Want to do more with your reporting?
If you’d like to explore more ways to find opportunities through reporting, contact your Performance Manager. Not an Xtime customer yet? Schedule a demo to see how Xtime reporting can help drive fixed ops success.
