When Tony Pereira, Parts & Service Director at First Texas Honda in Austin, Texas, joined the dealership in mid-2015, he was surprised to learn that the business lacked a multi-channel appointment scheduling system. Having come from dealerships where tablets were used effectively in the service drive, Tony knew the benefit of such tools to regulate the flow of customers.
Having just celebrated its third anniversary, First Texas Honda now operates as a first-class technology driven dealership with remarkable customer loyalty. Having first implemented Schedule, which was quickly followed by Engage and Invite, the dealership is now able to regulate the flow of customers, take better care of them in the service drive, communicate with them inside and outside of the shop and manage appointments.
Invite, Schedule and Engage have done more for First Texas Honda than just streamline operations and keep customers happy. By having consistency and transparency to their prices and processes, the dealership is empowering customers through a better ownership experience and encourages vehicle owners take better care of their cars.
The following metrics from September 2015 to March 2016 are indicative of just some of the ways in which First Texas Honda’s partnership with Xtime has been so successful:
While I don’t think that technology alone fixes an inherent problem with processes or customer service, it does help reveal problems you have and can fix. Xtime’s solutions really help bring issues to the surface.
“When I started at First Texas Honda, the customer retention rate was 55 percent, which is pretty high by auto industry standards,” said Tony. “We aggressively pursue customers who make appointments and fail to show up, and just in the last two months, the retention rate has jumped to 57 percent. I attribute that boost to Xtime because it’s helping us identify and follow up with customers who have lapsed.”
Everyone made it through implementation and are experts with the Xtime solutions now,” said Tony. “That is due to the team of knowledgeable and exceedingly positive people who came to train us. We are thankful for the attention, a sense of urgency and the support we receive. Anyone who partners with Xtime will be better for it.
In working with Xtime, Tony also believes that it is not just the solutions, but the dedicated Dealer Performance and Managed Services teams that are available to ensure First Texas Honda is getting the most out of its partnership.