Before Relo: Growing Volume, Limited Coverage, and Inconsistent Delivery
BMW North Scottsdale operates a high-volume service department, processing thousands of repair orders each month across dozens of technicians and service bays. Like many dealerships, they relied on a traditional parts delivery model built around a single parts runner, a role that was effective, but inherently limited.
Because one person could not be everywhere at once, parts deliveries were often grouped into runs for efficiency. While this worked operationally, it created delays for urgent requests. Parts would sit at the back counter waiting for the next delivery cycle, and technicians had little visibility into when their parts would arrive. This introduced inconsistency into the workflow and impacted productivity on the shop floor.
Coverage gaps compounded the issue. Early mornings, late afternoons, and especially Saturdays were difficult to staff, meaning technicians either waited on parts or retrieved them themselves, pulling them out of their bays and away from revenue-generating work. At the same time, the physical nature of the role required constant walking and lifting heavy items such as tires, wheels, and batteries, adding strain on team members and raising safety concerns.
Unlocking Always-On Parts Delivery and Extended Hours
Relo fundamentally changed how the dealership delivers parts by introducing a consistent, always-available solution that operates every minute the parts department is open. Instead of waiting for a runner to return from a route, parts can now be dispatched immediately, creating a steady, predictable flow of deliveries throughout the shop.
This consistency enabled BMW North Scottsdale to extend its operating hours, opening earlier in the morning and fully supporting Saturday service for the first time without increasing technician headcount. The ability to maintain parts delivery coverage during previously unsupported windows unlocked significant growth in service volume while keeping staffing levels stable.
“We grew our Saturday business from 14 repair orders to 40 without adding technicians. That was a huge win for us.”
— Logan Carter, Fixed Ops Director
Strengthening the Parts Department
Relo has also transformed how the parts department operates day to day. Instead of staging parts and waiting for a runner, the team can now dispatch orders immediately, creating a more continuous flow of work and reducing congestion at the back counter.
With deliveries handled consistently, parts staff can stay focused on processing orders, supporting technicians, and managing tasks like warranty returns and parts pulling. Combined with ERA-IGNITE integration, this enables the department to work more efficiently within familiar systems and handle greater service volume, without adding headcount.
“The integration with ERA‑IGNITE is a huge step forward. It removes barriers from the process and lets us dispatch parts without leaving the system we already use.”
— Kyle Johnson, Parts Director
Elevating the Parts Runner Role
Importantly, Relo did not replace the parts runner — it elevated the position.
Previously, most of the runner’s time was spent walking parts across the shop. With Relo handling routine deliveries, the role has shifted to focus on higher-impact responsibilities, including supporting the back counter, pulling and staging parts, managing warranty returns, and handling urgent or exception-based deliveries.
This transition has created a stronger parts operation overall. Team members are gaining broader experience, contributing more strategically to the department, and supporting technicians in ways that go beyond simple transport.
“It’s like having an extra set of hands. Relo keeps everything moving and takes a lot of the physical work out of the job.”
— Ben Thatcher, Parts Runner
Transforming Warranty Parts Returns
Historically, returning parts for warranty claims required coordination with the parts runner, introducing delays and dependency on availability. With Relo, technicians can initiate returns on their own schedule, sending parts back immediately instead of waiting for pickup. This reduces bottlenecks, keeps technicians focused on repair work, and creates a more flexible, technician-driven workflow.
“One of the unexpected wins with Relo was how it improved our warranty parts return process. Now technicians can send parts back on their schedule instead of waiting on someone else.”
— Logan Carter, Fixed Operations Director
2 Relos
allowed a seamless process for parts warranty returns.
Improving Safety and Reducing Physical Strain
Relo has also significantly improved working conditions in the shop by taking on the transport of heavy and bulky items. Deliveries that once required manual lifting — such as tires, wheels, and batteries — are now handled by the robot, reducing wear and tear on employees and helping mitigate safety risks.
This allows technicians and parts staff to stay focused on skilled work, rather than spending time on physically demanding, repetitive tasks.
“Taking the heavy lifting off our team has been a big advantage. Relo keeps everyone safer and focused on their work.”
— Logan Carter, Fixed Operations Director