Creating efficiencies throughout a dealership is a continuous practice for industry leaders like Davis Airdrie. Their position as a mainstay in the dealership community comes from dedication and hard work, which is why finding every possible efficiency is key. When looking to improve their service workflows, Davis found that PowerLane’s features aligned perfectly with their goals. Through consistent use, Davis Airdrie has successfully transformed their service operations using PowerLane. Davis Airdrie’s experience with PowerLane highlighted three major takeaways that not only benefited them, but also set the stage for how other dealerships can leverage this mobile service lane tool effectively. Let’s explore how PowerLane's digital notifications, streamlined service operations, and strategic staff buy-in have led to significant improvements in customer experience, operational efficiency, and overall service revenue.
Industry Commitment: A Balancing Act
The Challenge
Customer engagement is a key driver for service acceptance. Being transparent, reliable, and quick to update keeps the customer connected and informed. Traditional communication methods often fall short in providing timely and transparent updates, leading to missed opportunities and potentially unhappy customers
The PowerLane Solution
PowerLane’s Interactive Vehicle Condition Report (IVCR) and digital notification features have transformed how Davis Airdrie communicates with its customers. With picture and video-enabled capabilities, customers can see the condition of their vehicles and understand the necessity of recommended services, helping to build trust and confidence.
Results
Since implementing PowerLane, Davis Airdrie has seen an increase in accepted services and a major reduction in the manual effort required by staff to follow up with customers. The dealership has noted the effectiveness of IVCR notifications in engaging customers, resulting in higher satisfaction rates.
"Customers respond well to the digital notifications, resulting in more accepted services and less work required by staff to ask about those services."
Streamlining Service Operations with PowerLane
The Challenge
Maintaining efficient service operations is a constant challenge for dealerships. Inefficiencies can lead to delays, reduced staff productivity, and ultimately, lower customer satisfaction.
The PowerLane Solution
PowerLane addresses these challenges with a fully digital service platform that includes features like digital check-in, online status updates, and integrated quoting. The app's performance improvements, speed, and stability have been key factors in enhancing operational efficiency at Davis Airdrie.
Results
Davis Airdrie has experienced a dramatic improvement in service operations. The app's consistent speed and stability have eliminated previous intermittent issues, enabling staff to work more efficiently and focus on delivering exceptional customer service.
"It’s great! The app has been consistently fast and any intermittent issues of the past are gone."
Achieving Full Buy-In for New Technology
The Challenge
Implementing new technology in a dealership setting often faces resistance from staff accustomed to old workflows. Achieving full buy-in is essential for realizing the benefits of new systems like PowerLane.
The PowerLane Solution
Davis Airdrie adopted a strategic approach to re-implementing PowerLane, taking a firm stance on process adherence. Staff were clearly informed of the new processes and moved away from the old, ensuring full commitment to the new system.
Results
The dealership's commitment to PowerLane has paid off. Both advisors and technicians now prefer PowerLane over previous workflows. The staff has adapted well to the new processes with only a few niche situations requiring adaptation. Through identifying these situations, the PowerLane team has been able to work with Davis Airdrie to find solutions.
"When we decided to re-implement PowerLane, we took a hardline stance. Staff were told what processes were expected of them. Now, both advisors and techs prefer the PowerLane experience over their old workflows."
The Impact of PowerLane
Davis Airdrie’s successful implementation of PowerLane has had a transformative impact. By leveraging PowerLane's comprehensive features, the dealership has achieved higher customer satisfaction, operational efficiency, and increased service revenue. The ongoing commitment to addressing feedback and improving the system ensures that PowerLane will continue to meet the evolving needs of the dealership and its customers. Davis Airdrie's successful implementation of PowerLane has had a transformative impact. By leveraging PowerLane's comprehensive features, the dealership has achieved higher customer satisfaction, improved operational efficiency, and increased service revenue. The ongoing commitment to addressing feedback and improving the system ensures that PowerLane will continue to meet the evolving needs of the dealership and its customers. This case study demonstrates how PowerLane can be a difference maker for automotive dealerships looking to enhance their service operations, customer engagement, and overall efficiency. By following Davis Airdrie's example, other dealerships can unlock the full potential of PowerLane and drive their businesses forward.
