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Smart Appointment Reminders Educate Motorists

Appointments are the shops’ opportunity to not only fix the initial concern a motorist expressed, but also make sure that pending items are presented so all necessary items are taken care of. Seasoned service advisors use the opportunity at vehicle drop-off to present the service history and open issues at the counter. Given the rush everyone is in at vehicle drop-off, this can be a challenging endeavor.

Introducing Smart Appointment Reminders: The AutoVitals software detects automatically whether there are open items in the service recommendation section (2 in the image below) and in the estimate for the appointment. Adding the images/videos and notes from the last visit for exactly the recommended items (1 in the image below) will educate the motorist. Additionally, all items are presented, which were on the Inspection sheet for future attention.

Items, which have been declined at the last visit, will be marked as ‘critical item’.

Solution

 

 

 

How the Motorist experiences the Smart Appointment Reminder

As demonstrated in the images below, the motorist receives an email or text with a link to the vehicle specific appointment page, which shows any or all of the sections

  • Previous Inspection (1)
  • Urgent Jobs (2)
  • Car Maker Recs (not configured in the image below))

Motorists can research the items, tap on pictures/videos and decide whether they would like you to take care of it, want more information about it or are not interested at this time.

How the Service Advisor is seeing the Motorists Response

In any workflow step of the workflow view, the appointment reminder button is shown when an appointment reminder has been sent out.

Once the motorist has opened the reminder and checked topics to be educated about, two numbers indicate that the appointment reminder has been opened (1) and how many topics are of interest (2).

Once the appointment is confirmed, a checkmark appears in conjunction with the topics of interest.

Clicking on the button reveals what topics have been selected by the motorist, exactly  how the motorist saw it on the phone/computer so the service advisor can prepare the visit before the customer shows up

Current Process

 

 

 

Currently, only emails and text messages indicate the appointment reminder has been confirmed. It is time-consuming and requires a lot of consistency to make sure the previous recommendations are explained at vehicle drop-off.

 

Best Practice

In order to take full advantage of the reminder, please make sure

  1. you use canned jobs in your inspection, which allows us to detect what jobs have been declined
  2. use the term “future” in your ‘future attention’ inspection status, so we can detect the topics and can recommend them
  3. use the declined job feature in your PoS if supported.
    1. If you don’t have declined jobs in your PoS, set the option below in MyShop->Predefined Jobs as shown. It is the default. 

Note that if you use canned jobs and the SA has selected to sell a different job than recommended by the Tech, we might recommend the job proposed by the tech. to avoid this, please use declined jobs or change in the inspection result the recommend job to what has been sold.

Quantified Benefits

 

Service Advisors educating the motorist at vehicle drop-off get a 20-30% higher approval rate on average. The smart appointment reminder will increase this portion, make the service advisor more efficient and helps service advisors, who are not doing it yet to score higher approval rates.

 

DST & Training

 

During the training in your Digital Shop Team and subsequent deep-dives, this topic will be covered. Watch for announcements in the Digital Shop Talk.

 

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