"Sales, dollars per RO, and CSI all increase with Reynolds."
Hendrick Automotive Group's fixed operations department needed to centralize operations and standardize their process across stores. Reynolds fixed operations solutions allowed them to do that, and the results have been astounding. Digital solutions impacted the group's efficiency and, as a result, profitability and customer experience both improved.
Fixed Operations Results
Your customer arrives for his oil change and is greeted instantly by name. The advisor receives an automated notification and heads to the service drive promptly to meet him. The customer is shown any previously declined services or manufacturer recommended maintenance for his vehicle with the exact price he will be charged for service. After his vehicle is inspected, the customer receives the recommendations electronically. The customer approves the recommended work, and when service is complete, he receives a confirmation text to pay his invoice online. He gets all of his service records electronically.
Fixed Ops Efficiency
The advisor is alerted of a customer’s arrival with their information, scheduled service, and previously declined services. He completes a walk around using his tablet and the customer signs off on the RO digitally. The RO is dispatched to the appropriate technician who sends recommended work with pictures to the advisor electronically. Technicians and advisors have real-time parts availability and to-the-penny pricing. As jobs are added to ROs, automatic notifications are sent to parts. Your technicians never have to visit the back counter. The customer pays for completed services on his phone and he is ready to go.
"I think it all wraps into one big thing and that is the customer experience. People talk about it but you’ve got to live it. You’ve got to create an environment that they want to come back because we want a customer for life."