Automotive News Canada - August 2020 - F26

FIXED OPS JOURNAL

PHONE

continued from Page 25

information, we write the repair order," says
Carmen CEO Jack Gardner.
Because of these automated capabilities,
Gardner sees a future where Carmen could, in
some cases, "reduce adviser staffing levels by
30 to 40 percent."
But fixed operations consultant Jim Roche,
recently a vice president with Cox Automotive, isn't so sure service advisers can be automated away.
He says 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 says.

Advisers still needed
Bailey doesn't think service advisers will go
away, either. Like Winter, he expects increased
productivity from advisers.
"Our advisers typically budget 20 minutes

More customers choose mobile

The COVID-19 pandemic has increased consumer demand for contactless solutions in
different areas of fixed ops, primarily delivered through mobile phones.
 Dealerware says 90% of its client dealerships expect to use contactless contracting
processes for half or more of their loaner contracts going forward.
 More than half of all service appointments booked through Xtime in May and June
utilized contactless self-serve check-in on a mobile device.
 Xtime also reports a 100% increase in consumer preference to pay for services online
as opposed to at the dealership from February to June.
 Collision software provider CCC reported 250% growth in photo estimates initiated on
drivers' mobile devices in March for contactless estimating and a 125% surge in the
use of its mobile Quick Estimate product since January.
Source: Dealerware, Cox Automotive, CCC Information Services

for each customer, but [in] testing the system,
we believe Carmen appointments will take
10," Bailey says.
That would free up advisers to process more
in-person customers and spend more quality
time with each one.
Bailey says he believes customers are likely

to respond well to the capabilities. He also
thinks customers will come to expect them in
the future. Roche agrees.
"As consumers, we can book trips to China
or shop for groceries on our phones," he says.
"I should be able to expect that from my automotive service experience." 

FIXED IN TIME

1937
A parts salesman for Parkinson-Neal Motor Co., a Ford dealership in Enid, Okla., makes a sales visit to a gas station and
repair facility in that state. The traveling store would visit rural repair shops to restock Ford parts needed for repairs. It is
unclear whether the gas station and garage were part of Ford's "Super Service Stations" that serviced vehicles and sold
gasoline, parts, accessories and new Ford cars. The Parson's Super Station does appear to sell Ford's Benzol gasoline.

 We encourage you to submit photos for Fixed In Time. Send images to foj@autonews.com.
PAGE 26

AUGUST 2020

Automotive News Canada - August 2020

Table of Contents for the Digital Edition of Automotive News Canada - August 2020