The Results
With Advanced Service, we have a forced-march process that tracks every step of the multipoint inspection electronically. I’m able to go in and see missed upsell opportunities, hold advisors accountable for recommending services, and create training opportunities based off the reports generated. I can also view the amount of recommendations being made, the quality of each recommendation, and identify selling behavior. The quality of each inspection and the presentation to the customer has significantly improved as a result of having Advanced Service.
In addition to benefitting the advisors, it’s a huge benefit to our customers. When they come in for a return appointment, we can immediately pull up their vehicle and say, “Here is what we recommended during your last visit. Do you want to go ahead and get it taken care of today?” The ability to make someone aware of their vehicle’s needs almost instantaneously is extremely valuable. We don’t have to go back and search through paper ROs anymore. They know right away what work the customer needs done, allowing us to maximize upsell opportunities and save time during the write-up process.
Our customer pay has increased from an average of 1.27 hours per RO last year to 2.2 hours per RO this year. The positive results we’ve experienced have far exceeded our expectations.
General Motors put out a challenge for advisors to sell items like air filters, carbon filters, wipers, blades, batteries, and tires. We were able to increase overall sales by 2.8 percent, and we were ranked number two in the western region. Advanced Service absolutely helped hold the advisors accountable for recommending and upselling those items.
Advanced Service is highly recommended from our dealership. It’s been valuable for both our customers and the service drive. There’s no doubt it’s working - the numbers just don’t lie.
