The Problem
Before Advanced Service, we had a very fragmented process across our dealership group. Each of our six stores were doing things differently, and while some of our more successful dealerships had a process in place, it was still very manual.
Technicians completed handwritten MPIs, and service advisors tried to upsell based on those inspections through phone calls or text messages. That approach was inconsistent, and we weren’t seeing the upsell results we had hoped for.
We also had limited visibility into our performance. We couldn’t effectively track upselling at the technician level, and even tracking by service advisor was difficult. On the customer side, we manually noted declined services and attempted follow-ups through our BDC, but that process was inconsistent and hard to manage. Information was stored in paper files and drawers, which made record-keeping hit or miss.
The manual process also pulled technicians out of their bays frequently because it required a lot of face-to-face interaction with service advisors.
Overall, we felt like we were missing upsell opportunities, lacked consistency across dealerships, and didn’t have the data or accountability needed to understand who was doing a good job and where improvements were needed.
“eApproval and Service Snap make the upsell easier when you can send a video to the customer and they can see exactly what needs attention.”
