Westside Lexus Enhanced Customer Experience Using RFID for Service

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“Our CSI score has improved four percent.”

Location
Westside Lexus, TX
Contact
Robert Parnell, Fixed Operations Director

Finding the Right Technology

We wanted the benefits of using RFID technology in our Service Department, but it wasn’t until Reynolds and Reynolds offered it that we purchased it. We knew RFID from Reynolds would work together and fit into the bigger picture of what we are trying to accomplish.
Since implementing RFID for Service, we have become remarkably efficient because it improves communication. It notifies our consultant when a car arrives in the service lane and returns a loaner car. RFID for Service also sends a notification tot he cashier when services are complete. This allows us to retrieve the customer’s car for them. The increase in efficiency has allowed us to service 10 more cars a month, which means RFID for Service has more than paid for itself!

Solutions Used

Boosted CSI and Happier Customers

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I’m very surprised at how well our customers have received it. They love looking at the Service Status Board to see where their car is while waiting in the lounge. Our CSI score has improved 4 percent because they feel more informed - again, better communication!
Overall, RFID for Service has improved our efficiency, CSI, and communication. It’s kind of like an iPhone®. Once you have it, you’ll never go without it. Our customers expect this level of service.

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