Maple Hill Auto Group Transforms After-Hours Service

Maple Hill Auto logo

Service kiosks have improved upsells, increased customer satisfaction, and made our team more efficient.

Location
Maple Hill Auto Group, MI
Contact
Andrea Darnell, Service Manager

The Problem

At Maple Hill, our night drop box system made after-hour vehicle drop offs possible. Since keys couldn’t be left outside, customers often had to come in during business hours to retrieve their vehicles, which created delays and frustrations.
Presenting service options and processing payments required direct interactions with advisors, limiting convenience and upselling opportunities. The manual process was cumbersome for our team and didn’t fully meet the needs of our customers, especially those who couldn’t come in during standard hours.

Solutions Used

The Solution

The service kiosk transformed our service experience by providing a convenient, self-service kiosk for both drop-offs and pickups. Customers can now check in and pick up vehicles at their convenience. Service options are also displayed clearly, allowing customers to make their own decisions. This has improved upsells, increased customer satisfaction, and made our team more efficient.
I manage all morning vehicle check-ins for service. So, for me personally, I love the notification I receive for every vehicle that gets checked in on the kiosk before we open. It helps me know what I’m walking into for the day, and I can get started right away. The system is user-friendly, easy to teach to customers, and has really helped our dealership provide a more efficient, convenient service experience, particularly outside regular business hours.
“Service kiosks have improved upsells, increased customer satisfaction, and made our team more efficient.”

Related Resources

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