Automotive News Canada - December 2021 - F10

FIXED OPS JOURNAL
future
service
The
of
RICHARD TRUETT
rtruett@crain.com
I
f you call Ken Garff Honda Downtown
in Salt Lake City at, say, 3:15 a.m., and
press option No. 2, Brooke will come to
the phone. You can ask her, for instance,
how much the store charges for an oil
change for a 2005 Honda S2000. If you are
agreeable with the $40 price, she'll book your
appointment immediately.
You'll notice Brooke is a little slow at that hour
- who wouldn't be? - but that's her normal
speed. Brooke is not a real person. She's a virtual
assistant and an early customer-facing use of
artifi cial intelligence in fi xed ops.
One state south, doctors, nurses and other
employees at Phoenix Children's Hospital in
Arizona put in long hours and don't have time
PAGE 10 DECEMBER 2021
to drop off and pick up their cars for service.
But those who drive Chevrolets and other
General Motors vehicles can set their appointments
online and leave their keys in a kiosk in
one of the hospital's parking garages. Service
department personnel from Sands Chevrolet,
about 10 miles away, pick up the vehicle, service
it and drop it off back at the hospital.
Garff 's virtual assistant and Sands Chevrolet's
remote kiosk are examples of early adoption
of technology most dealership service
departments will feature in a future coming
fast - a future where the ability to deliver instant
information 24/7 and Amazon-like customer
convenience drives retention and revenue.
We
asked fi xed ops experts, consultants and
suppliers of DMS packages to tell us how they
FIXED OPS JOURNAL ILLUSTRATION
From prognostics
and mobile repairs
to data mining and
AI, experts weigh
in on what lies
ahead in fi xed ops
see fi xed ops evolving. Th e tumultuous but
manageable changes caused by the pandemic
may be just a warmup for what's coming.
Data mining. Artifi cial intelligence. EVs.
AVs. Prognostics. Mobile service. Automated
warranty claims processing. All of these things
and more have the potential in the coming decade
to completely change the way service departments
operate, a panel of experts told
Fixed Ops Journal.
" Th e car will be in sync with your calendar, "
says fi xed ops consultant and author Jim
Roche.
" It will set the appointment. It will transmit
its condition and whatever needs to be done.
You'll either get the vehicle to the service or
the service will come to the vehicle. "
Buckle up. It's going to be a wild ride.

Automotive News Canada - December 2021

Table of Contents for the Digital Edition of Automotive News Canada - December 2021

Automotive News Canada - December 2021 - Intro
Automotive News Canada - December 2021 - 1
Automotive News Canada - December 2021 - 2
Automotive News Canada - December 2021 - 3
Automotive News Canada - December 2021 - 4
Automotive News Canada - December 2021 - 5
Automotive News Canada - December 2021 - 6
Automotive News Canada - December 2021 - 7
Automotive News Canada - December 2021 - 8
Automotive News Canada - December 2021 - 9
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Automotive News Canada - December 2021 - 11
Automotive News Canada - December 2021 - 12
Automotive News Canada - December 2021 - 13
Automotive News Canada - December 2021 - 14
Automotive News Canada - December 2021 - 15
Automotive News Canada - December 2021 - 16
Automotive News Canada - December 2021 - 17
Automotive News Canada - December 2021 - 18
Automotive News Canada - December 2021 - 19
Automotive News Canada - December 2021 - 20
Automotive News Canada - December 2021 - 21
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Automotive News Canada - December 2021 - 24
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Automotive News Canada - December 2021 - 26
Automotive News Canada - December 2021 - 27
Automotive News Canada - December 2021 - 28
Automotive News Canada - December 2021 - 29
Automotive News Canada - December 2021 - 30
Automotive News Canada - December 2021 - 31
Automotive News Canada - December 2021 - 32
Automotive News Canada - December 2021 - F1
Automotive News Canada - December 2021 - F2
Automotive News Canada - December 2021 - F3
Automotive News Canada - December 2021 - F4
Automotive News Canada - December 2021 - F5
Automotive News Canada - December 2021 - F6
Automotive News Canada - December 2021 - F7
Automotive News Canada - December 2021 - F8
Automotive News Canada - December 2021 - RYTEC1
Automotive News Canada - December 2021 - RYTEC2
Automotive News Canada - December 2021 - F9
Automotive News Canada - December 2021 - F10
Automotive News Canada - December 2021 - F11
Automotive News Canada - December 2021 - F12
Automotive News Canada - December 2021 - F13
Automotive News Canada - December 2021 - F14
Automotive News Canada - December 2021 - F15
Automotive News Canada - December 2021 - F16
Automotive News Canada - December 2021 - F17
Automotive News Canada - December 2021 - F18
Automotive News Canada - December 2021 - F19
Automotive News Canada - December 2021 - F20
Automotive News Canada - December 2021 - F21
Automotive News Canada - December 2021 - F22
Automotive News Canada - December 2021 - F23
Automotive News Canada - December 2021 - F24
Automotive News Canada - December 2021 - F25
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Automotive News Canada - December 2021 - F27
Automotive News Canada - December 2021 - F28
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Automotive News Canada - December 2021 - F30
Automotive News Canada - December 2021 - F31
Automotive News Canada - December 2021 - F32
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