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Prompt increase of your booked appointments
914 committed appointments in 30 days - In the past 30 days, Tischer Nissan closed 1675 repair orders and committed 914 customers to the next appointment.
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Decrease internal calls
Communicate internally without calling - If your ASMs can see the "Parts Status" for each repair order, your internal calls will decrease.
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Decrease WIP incoming calls
Communicate proactively with your customers - CrystalNet can update service vehicle status via your homepage and/or email near real time. If your customers can see the vehicle status from home or work, they might not have to call in.
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Decrease Appointment calls
Would you like to have over 3,000 service appointments for the next year? - These 3,000 plus customers will not need to call in for an appointment.
3,098 booked appointments mean 3,098 less incoming appointment phone calls.
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Increase Hours per Repair Order
Less Appointment Calls
Less WIP Calls
Less Internal Calls…..= more time to sell
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Decrease advertising expense
- More appointments, less coupons
- Just-in-time marketing
- So often, dealers mail out coupons on the first of every month, but what if you are already booked with appointments? Mailing out coupons will only create unwanted demands and decrease your gross profit by offering coupons to customers who are already coming to you.
Here is an example of how you can advertise Just-In-Time and reallocate or decrease your advertising expense.
First week of September…Back to School time…and the appointment trend is down. With other priorities at the forefront, sometimes service business is lacking. Now is a great time to spend ad money promoting your services. Consider mailing out your coupons two weeks before the first day of school.
Know your service business trend…reallocate and implement your advertising Just-in-Time.
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Increase RO count….Increase Retention
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Brown Toyota - According to Toyota Dealer At A Glance Report for 11/2009
Best CP growth in the region of 135 stores
| |
2008 |
2009 |
Dealer |
District |
Region |
| Customer Pay Labor Sales |
$1,570,548 |
$1,821,924 |
16.0% |
1.2% |
0.5% |
| Customer Pay Labor ROs |
13,510 |
16,200 |
19.9% |
-1.0% |
1.4% |
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Scranton Toyota Scion - Greg Gagorik, Dealer Principal Scranton Toyota
| |
2009 |
2008 |
| CP RO count |
3,328 |
2,463 |
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Brown Dodge Chrysler – According to Service Retention Performance Report for 8/2009
| |
Dealer |
District |
National |
| August 2009 Rolling 12 Month Service Retention |
25.52% |
23.86% |
21.13% |
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Brown Subaru – According to Subaru Owner Loyalty Program Report for 10/2009
| |
Dealer |
Region |
| Non-Warranty Repair |
88% |
62% |
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Brown Honda – According to Honda Service Smarts KPI Analyses for 10/2009
Ranked 5th out of 131 stores in the region
| |
Dealer |
District |
Zone |
National |
| Customer Retention |
42.3% |
37.4% |
30.7% |
30.0% |
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Charlottesville Mercedes Benz – According to the Mercedes Parts and Service YTD Summary for 7/2009
Ranked #4 out of 92 dealers in the NE region in customer labor Sales YTD Growth
| Customer Labor Sales YTD Growth |
| #1 Ranked Dealer |
862.3% |
| #2 Ranked Dealer |
28.9% |
| #3 Ranked Dealer |
21.3% |
| Charlottesville |
18.9% |
| #5 Ranked Dealer |
18.3% |
| |
| Northeast Average |
-2.3% |
Samples of what our dealer customers are saying about the CrystalNet solutions
- I have a very hectic schedule and its great not having to call in for an appointment.
- It’s nice to be reminded of my service appointment.
- I love checking the status of my car online. I don’t even have to call in anymore for details.
- This is just like a dentist’s office. I love it!
- I don’t have to worry about scheduling my next appointment anymore. It’s already done for me.
- I know the status of my vehicle all day long and I don’t have to call and speak with an advisor.
- It’s easy for me to do business with you and easy to come back to you.
- I love the email status updates. Clever, fresh and unique.
- I know I must maintain my car on schedule to keep my warranty. I love that you automatically set an appointment for me to come in. It takes the worry off of me.
- A hassle free process. I love the automatic status updates.
- I really like the email status updates. I work in a busy office and email allows for fantastic communication!