Modernizing the Service Experience at LaFontaine with Service Kiosks

LaFontaine logo

By replacing their paper night-drop with service kiosks, LaFontaine eliminated delays and saved time.

Location
Highland Township, MI
Contact
Thomas Montgomery, Service Manager

The Problem

Before we started using the service kiosk, our night drop box was a simple paper form or envelope that customers would fill out and leave with their keys. The next morning, we’d unlock the box, call the customers, and create the repair orders from there.
The process worked, but it wasn’t perfect. If a guest forgot to fill out the envelope, we’d have to track them down to confirm the right services for their vehicle. Since most guests want their vehicle back as soon as possible, that delay meant waiting even longer to even get started.
Image of a woman scanning a QR code on a GoMoto kiosk screen
49%
of customers prefer receiving photos and videos of work and issues.
*Reynolds study

Solutions Used

The Solution

Now that we have service kiosks, we can securely give keys to customers before or after hours, adding convenience and accountability to the process. It feels much more secure, giving everyone peace of mind that the keys are protected and the chance of theft is minimized.
Now, we know exactly which services a guest wants as soon as we get the keys in the morning, saving valuable time and eliminating the missing information we used to deal with.
Overall, it delivers a more premium, top-tier dealership experience, far beyond the old paper envelope drop-off. And whenever we’ve needed support, the Reynolds team has always been there to help, whether it’s troubleshooting over the phone or coming on site to fix an issue.
“Using a service kiosk provides a top-tier dealership experience, far beyond the old
paper envelope drop-off.”

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