Volume 27: New Xtime Spectrum Features

I’ve been in the auto industry a long time and was already familiar with Xtime, but I first started using Xtime’s solutions when I came to Stadium Nissan in March of 2014. I’ve worked with competitors’ solutions in the past, but because of Xtime’s relationship with Nissan Canada, we chose Xtime to help us at this dealership.

Stadium Nissan started with just Schedule, but when we saw how the product interfaced with our existing systems, we realized quickly that Xtime really was the best choice for allowing customers to interact with our service department twenty-four hours a day, seven days a week. We now use all of Xtime’s solutions to help us in many different ways, from scheduling appointments to ensuring the best inspections in the service drive.

The Xtime integration team and everyone else we worked with throughout the implementation—from upgrading our existing services to adding additional solutions—were first-rate. Xtime is by far the best team and the best partner of anyone I’ve worked with in the auto industry. Our day-to-day support is second-to-none, and everyone I’ve worked with really knows what they’re doing.

We don’t actually call Xtime with problems because the system doesn’t have any. Anytime we’ve added additional services or changed anything in our solutions platform, the Xtime team has been so knowledgeable. This is actually quite a unique experience—you don’t get that kind of attention or level of knowledge from any other vendor.

I think that what Xtime solves for Stadium Nissan is that we are able to tie all business operations back to what is best for the customer. On a traditional appointment booking system, there are always communication barriers due to service advisors not adding all the details, whereas when customers book appointments at their leisure, their thoughts are clear and concise—they enter all kinds of valuable information that makes a service tech’s job much, much easier. We can then pull from that information when we have a face-to-face interaction with the customer and be armed with all the data we need to ensure we’re addressing the customer’s concerns because they gave it to us before they even arrived in the service lane. When customers use their own expertise and put into their own detailed words the problems they are experiencing with their cars, our “fix-it-the-first-time” rate increase exponentially.

We book typically about a quarter of our business online using Xtime’s platform. It’s self-service for our customers, and we could not have grown our business if it weren’t for our customers. I cannot tell you how many positive comments and emails I get from customers who say that being able to interact with us 24 hours a day, seven days a week has changed the way they view car service. They’re always amazed at how many things outside of a transitional system are available to them.

Most dealerships think they know the answers and have all the solutions they need already. I’ve used competitive products myself, so I can say with confidence that you won’t find anything on the market quite like Xtime Spectrum. The level of service we as an Xtime partner receive is unrivaled. If I text our Xtime support representative on Sunday evening, I get a response almost immediately—and I’m in a different time zone! I’ve contacted people at Xtime at all times of the day, including some obscene hours, and I always hear back right away.

The process of implementing Xtime’s solutions was just as important to us at Stadium [Nissan] as the solutions themselves. We can actually enhance and modify the systems to our needs. For example, we’ve customized pricing, menus and many other things in our three years with Xtime, which you think would cause issues but never does. The level of support we get from Xtime is unmatched. If we want something done, it gets done—each time, every time. The investment a dealership makes is minimal, the risk is small and the reward is immeasurable. If you just take the plunge, Xtime will do the rest.