The Problem
Before service kiosks, our drop-off process was very traditional. Customers would use a night drop box with paper envelopes to leave their keys and write down service requests. While this worked for basic tasks, it created several challenges. Handwritten notes could be difficult to read, which sometimes led to missing or misinterpreted information. On busy mornings, service advisors had to spend extra time deciphering notes and following up with customers to confirm details. This really slowed down our workflow.
Weather was also a big factor. Rain, snow, or freezing temperatures made the experience uncomfortable for customers. Even though the drop box was located at the front door of the service department, some customers had trouble finding it, particularly if they were dropping off after hours. And, while the old system worked for routine services, it didn’t capture enough information for more complex issues or provide an intuitive way for customers to explore additional service options.
With the pace of modern dealership operations, we needed a solution that could handle high volumes efficiently, provide convenience for customers, and streamline the morning workflow for our advisors.
