Mobile self-service tools trim customer wait times

DETROIT — Self-service kiosks came to airports in 2000, to fast food in 2014 and to dealership service lanes around 2017. And just as many flyers eventually moved to using mobile phones to check in, customers in the service lane may soon follow.

Software providers Xtime and Dealer-FX both added mobile-friendly, self-check-in capabilities to existing products — Xtime Engage and Dealer-FX ONE, respectively — in April. That same month, startup Carmen released a service communications suite designed to maximize self-service use.

David Foutz, vice president of sales for Xtime, part of Cox Automotive, said the positive interactions and efficiencies seen with kiosks will be furthered by offering self-service capabilities to customers on a device they're even more comfortable using.

"If you think about what kiosks do, we've taken that capability and extended it to customers' phones," Mr. Foutz said.

Many consumers find mobile interactions are fast and accurate and create clear expectations, he says, adding that the software is "very intuitive."

In Xtime and Dealer-FX's systems, users book an appointment and are sent an email that allows them to check in, approve or decline recommended services and communicate specific issues to the service adviser.

All three systems were in the works before the coronavirus hit, but the pandemic-driven need for touchless solutions has accelerated adoption. More than 50 percent of service appointments booked through Xtime now use self-service check-in. Users of Dealer-FX ONE have seen similar results, the company said.

At South Hills Auto Group, after two months, 35% to 40% of customers are using their mobile phones to check in. The group operates two stores in McMurray, Pa., that service and sell Fiat, Dodge, Chrysler, Ram, Jeep and Kia vehicles.

The new technology came in handy during the state's shutdown in April and May when the dealership laid off half of its service advisers and indefinitely suspend shuttle service.

"People liked that they could check themselves in and just drop the keys in the drop box," Bill Winter, director of operations, said. As a result, in-person customers experienced shortened wait times and advisers could devote more time to the customers. Also, less-crowded service areas "helped us with social distancing," he said.

Mr. Winter says advisers and techs generally find customers' written instructions clearer than verbal handoffs. Self-service customers also are less likely to be no-shows, and those who used the system generally spent more money on repairs and maintenance. Mr. Winter attributes this to customers being able to choose what they want on their own terms.

Dealer-FX CEO Bill Lucchini says the company has found customers who use a mobile phone to check in spend an average of $20 more per repair order than those using conventional check-in.

"It's early," he said, "but I think you can take it to the bank that people are going to spend more with mobile check-in than they do with adviser check-in."

Mark Bailey, fixed operations director at Austin Infiniti in Texas, said the presentation of service options is one thing that attracted him to Carmen.

"We looked at kiosks but didn't think they'd work in a premium environment," he said.

Carmen — an outgrowth of Quincy, Mass.-based video communication provider Quik — enters new territory in terms of offering communication tools to the customer and automating repair orders.

When customers access the system, they're presented with VIN-specific service recommendations followed by a set of multiple-choice questions. The recommendations, powered by artificial intelligence, draw on a database of hundreds of thousands of historical repair orders. The questions help customers describe the location and nature of issues. Based on the data entered, a repair order is generated and reviewed by an adviser.

"We set the booking, we gather the information, we write the repair order," Carmen CEO Jack Gardner said.

Because of these automated capabilities, Gardner sees a future where Carmen could, in some cases, "reduce adviser staffing levels by 30% to 40%."

But fixed operations consultant Jim Roche, recently a vice president with Cox Automotive, isn't so sure service advisers can be automated away.

He said technology can help with vehicle intake and capturing customer complaints, but a person is needed to handle walk-arounds, inspections and some other communications.

"How do you automate that?" he asked.

Mr. Bailey doesn't think service advisers will go away, either. Like Mr. Winter, he expects increased productivity from advisers.

"Our advisers typically budget 20 minutes for each customer, but [in] testing the system, we believe Carmen appointments will take 10," Mr. Bailey said.

That would free up advisers to process more in-person customers and spend more quality time with each one.

Mr. Bailey said he believes customers are likely to respond well to the capabilities. He also thinks customers will come to expect them in the future.

Mr. Roche agrees.

"As consumers, we can book trips to China or shop for groceries on our phones," he said. "I should be able to expect that from my automotive service experience."