Smarter Service, Anytime Convenience at Team Toyota of Princeton

Team Toyota of Princeton logo

Service kiosks streamlined check-in and pick-up with real-time tracking and added convenience.

Location
Team Toyota of Princeton, NJ
Contact
Ben Parmelee, Service Manager

The Problem

Before installing the service kiosks, we relied on a traditional drop-box system for service check-in. Customers would fill out paper forms, include their contact information, and drop keys into an envelope slot.
Service advisors collected these in the morning manually wrote up the ROs, and then would reach out to the customer to confirm services. While functional, this process had limitations:
  • Limited visibility and accountability: There was no real tracking of upsells, trade-in requests, or customer interactions during drop-off.
  • Manual follow-ups and communication gaps: Payment collection and service confirmations were often handled over the phone, leading to
    miscommunications.
  • Limited customer engagement: Service offerings and upsells weren’t presented to customers at drop-off, so potential revenue opportunities were missed.
Woman checking into GoMoto kiosk at dealership
50%
Research shows that even a five minute wait to check in for service lowers customer satisfaction by up to 50%
Hospitality Tech
“The service kiosk has cut down on questions and confusion about where cars or keys are.”

Solutions Used

The Solution

Our drop-off and pick-up experience was transformed by service kiosks that provide convenience, accountability, and visibility. Customers can now check in and pick up their vehicles anytime, including outside standard business hours, which removes scheduling conflicts and offers a level of flexibility that wasn’t possible before.
The system provides real-time tracking of keys and customer interactions, reducing errors and giving staff confidence that vehicles are handled correctly. Advisors can also use the service kiosk dashboard to track upsells and service recommendations, ensuring no opportunities are missed and that customers are presented with the full range of services at drop-off.
“The service kiosk offers a level of flexibility that wasn’t possible before.”

Related Resources

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Technology Trends: Self-Service Kiosks
<p>Self-service technology helps service departments deliver the level of digital convenience customers expect today.</p>
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Parts and Service
3 Ways to Use Kiosks Outside Your Four Walls
<p>Self-service kiosks are everywhere today. Airports, restaurants, hotels, movie theaters have all adopted this technology. Here&#39;s how they are impacting the automotive industry and how they can be utilized.</p>
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Parts and Service
How Kiosks Affect Service Advisors
<div> <p><span><span><span>Self-service kiosks are upping the ante for many dealerships. It meets customers&rsquo; needs while giving back time to your advisors. Read on for more benefits they can bring to your drive.</span></span></span></p> </div>
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