Xtime Transforms Recall-Related Appointment Management and Service Drive Experiences
REDWOOD CITY, Calif. — Oct. 28, 2015 — Xtime today released new analysis that dealerships using the Xtime Retention System’s recall integration feature can re-engage customers in the service drive. As the automotive industry leader in integrated solutions for the ultimate service experience, Xtime helps OEMs and dealerships effectively manage recalls while delivering more value, convenience and trust to customers.
“With safety being such a major concern now, Xtime’s recall integration makes it so easy for us to take care of recall customers,” said DGDG Fixed Operations Director Tully Williams. “When we make an appointment in house, the recall information automatically populates, which means we don’t have to spend extra time looking up anything manually in the manufacturer’s website. This saves us a great deal of time and streamlines our service drive. It’s also very easy to use—I can train anyone in the dealership on how to access recall information for any appointment because the information is automatically in the system. Xtime’s recall integration makes everything simple, fast and accurate.”
In the past 12 months, Xtime processed 3.2 million appointments with recalls, with each dealership seeing an average of 84 recall appointments monthly. Since only franchise dealerships can close recall campaigns, these networks could gain an advantage by reminding vehicle owners of the many reasons to return to dealerships for service, including rigorously trained technicians and state-of-the-art equipment that can do repairs faster and better than other service providers.
“Xtime’s recall integration system has changed the way people view recalls by taking the ‘guess work’ out of the situation for everyone involved,” said Xtime President Neal East. “By taking care of the customer correctly the first time, regardless of shop loads, Xtime may reduce liability, realise unsold service opportunities, launch targeted customer promotions and measure ROI in real-time. As evidenced by the $366 million in customer pay dollars using Xtime’s integrated recall feature in the past year, dealerships can and will build more trust with the vehicle owner by improving service drive efficiencies.”
Xtime analysis of recall-related appointments for its dealerships shows that approximately 50 percent of recall-related appointments generate customer pay. Additionally, dealerships see an average of $9,600 per month in customer pay dollars from such appointments. Appointments that did not generate customer pay represent an opportunity to increase service business by handling increased workloads more efficiently, effectively and professionally.
“Having an accurate snapshot of customers before they even arrive at the service drive allows dealerships to increase incremental revenue, recapture customers who had previously been lost to the aftermarket, boost repair orders and realise higher retention,” said East.
This premium ownership experience is the first step in keeping customers in the loyalty loop, and Xtime’s robust retention system allows dealerships to manage current shop capacities as well as accommodate an upsurge in appointments during a recall. When scheduling an appointment, a customer can easily be alerted to any recalls associated with his or her specific vehicle identification number (VIN), enabling the dealership service department to be more prepared when receiving the vehicle. Xtime’s recall integration is part of a complete system that intuitively provides dealerships with a better way to schedule and manage appointments, allowing service advisors to spend more time with customers, understand and address their cars’ needs and be more prepared for a higher rate of service appointments, which increases retention and brand loyalty.
“Many vehicle owners tend to view a recall as a negative experience, but it doesn’t have to be,” continued East. “Xtime’s cloud-based solution integrates all customer touch points into one exceptional experience to alleviate any potential stress from the situation, and that peace of mind starts at the dealership.”
To learn more about how Xtime’s retention platform enables dealerships to professionally process more appointments and more effectively handle recall-related appointments, contact Xtime at (888) 463-3888 or email@example.com.
Xtime® delivers retention solutions for the retail automotive industry. Addressing the customer’s needs around value, convenience and trust, the Xtime Retention System integrates all customer touch points into a unified system for both consumers and service personnel, resulting in increased service retention for OEMs and their dealerships. Xtime is the exclusive or preferred provider for 23 major global automotive manufacturers in the United States, Canada and Australia, as well as leading dealership groups, and serves 7,000 dealerships.
Headquartered in Silicon Valley, Xtime is wholly owned by Cox Automotive™, which also owns Autotrader, Kelley Blue Book (KBB.com®) and Manheim Auctions, as well as companies that provide a full suite of software tools that help dealerships and manufacturers manage their inventory and advertising online: vAuto®, HomeNet Automotive®, VinSolutions®, AIS Rebates™, Genius Labs® and Haystak™. Cox Automotive is a subsidiary of Cox Enterprises. For more information, please visit xtime.com.