The Problem
When I joined Honda World of Conway, our service department was still relying entirely on a manual, pen-and-paper process. Technicians were spending a significant amount of time away from their stalls, roughly 30–40% of the day, walking to parts for pricing, going back and forth with advisors, and physically explaining repair needs. They were writing details and estimates on the back of repair orders, which then had to be verbally translated by advisors to customers.
Recommendations were handled through handwritten notes and phone calls, without photos, videos, or digital documentation, making it harder for customers to fully understand the work being recommended.
Tracking declined services was inconsistent and depended on advisors manually entering comments in the system, which meant there was no reliable way to report on lost opportunities or recall customers who had previously declined work.
Overall, the constant back-and-forth slowed down repair orders, pulled technicians away from productive work, and limited our ability to track and recover potential revenue.
“Advanced Service has made our entire service operation more efficient.”
