Reynolds technology and seamless communication transforms the workflow for BMW North Scottsdale’s service department:
Before we installed Advanced Service, we were using AutoPoint for multipoint inspections. With AutoPoint, there was a lack of reporting, integration, and communication with our DMS which caused inefficiencies for our service department.
The reason we decided to switch from AutoPoint to Advanced Service is because we knew we could significantly increase the effectiveness and efficiency of our department. With Advanced Service, customer information is in one system and everything works together. Service advisors are now able to communicate interdepartmentally with technicians and parts without searching through multiple systems for the information they need. Moving to Advanced Service also allowed us to take advantage of the new eApproval and Service Snap features. These tools have helped us enhance our MPI and upsell processes even more and focus on providing the best customer experience we can.
Service Snap allows us to take pictures and record videos of any vehicle failures found by the technician during the MPI. As part of our new process, we include videos on all of our customers’ cars. We also take pictures of specific or more detailed failures and attach them to the work order that’s sent out to the customer electronically via Reynolds Texting.
With eApproval, our customers can get their multipoint inspection and recommended maintenance from us on their mobile device, open up a video or picture, and see repairs that need to be made to their vehicle first-hand. They can approve and deny work from their phone and see the exact cost of the repair. Not only has this increased upsells for us, it’s also created a more transparent experience for our customers, resulting in higher CSI and a 10 point increase in our Net Promoter Score.
We have customers who’ve said the only reason they added on a repair is because of the video we sent them. The transparency of the videos also fosters more trust between us and the customer, so there’s zero confusion about the repairs we recommend. They’re able to see value in the services we’re offering.
The service advisors also really like that they can review a video inspection from their desk and answer any questions a customer may have in real-time, versus walking all the way back to the shop to get the answers they need from a technician before calling the customer back. It saves time and helps the advisors better understand the services they’re selling. There have been times when an advisor was sure the customer wasn’t going to purchase something, but having that video to review and go over with the customer when necessary makes a huge difference.
