Sometimes when we get really busy we turn customers away and don't find out until the next day that the customer just wanted to drop off their vehicle for next day service. Now we will be able to schedule customer drop offs separate from those that are waiting for their cars. In this way we can better accommodate the customer so they are not turned away unnecessarily
Naples, Fla. (PRWEB) October 8, 2007
In an effort to increase customer satisfaction and free up bottlenecks on the service drive, Kings Toyota in Cincinnati, Ohio, implemented a real-time online service appointment scheduling solution by TimeHighway.com (http://www.timehighway.com); helping increase service appointments scheduled by 40%.
Kings Toyota's service department writes approximately 4000 repair orders each month. With such a high volume of service, Service Director Dave Chilton, was looking for a way to free up time for his service advisors so they could spend more time servicing customers. The volume of calls into the service department; 250 calls per day at approximately 5 minutes per call, meant that each of the six service advisors was spending around 3.5 hours each day on the phone. The service department would also bottleneck with customers at certain time, as the tool they were using didn't provide control for this; and a solution was needed to help better load balance appointment time slots.
The solution proved to be an online scheduling solution that interfaces with the dealership's ADP system and automates the entire appointment setting process; TimeHighway.com. It has helped improve customer service through enhanced customer interaction including better load balancing the shop, allowing customers to book online at their convenience and freeing up service advisors by reducing phone traffic. It has also helped smooth out the computerized process. In the past appointments were moved or came up missing or were mistakenly deleted from the system.
"We really needed a solution that would allow me to correctly stagger customers and put in time buckets. We run six tech teams and need to schedule each one separately to ensure that only one customer is scheduled with each service advisor every few minutes. TimeHighway.com has designed the exact system for our needs. Now we have the ability to load the shop with hours and accurately book customers automatically - it's so much easier," commented Chilton.
Not only has customer satisfaction increased dramatically, TimeHighway assisted them to improve efficiency and increase business. According to Chilton, seven of the last eight months have been record months in their service department.
All appointment scheduling has now shifted over to three service appointment schedulers, taking this load of the service managers. "TimeHighway worked with us to streamline the process internally to allow someone with less experience than a service manager to take the customer's request and translate it into an appointment. The TimeHighway scheduling software has allowed us to put semi-trained people in the position of appointment coordinators and they have been able to competently handle the job," said Chilton.
Next up for Chilton is to add a new drop off scheduling that will allow customers to schedule a drop off for next day service. "Sometimes when we get really busy we turn customers away and don't find out until the next day that the customer just wanted to drop off their vehicle for next day service. Now we will be able to schedule customer drop offs separate from those that are waiting for their cars. In this way we can better accommodate the customer so they are not turned away unnecessarily," Chilton commented.
TimeHighway.com replaces telephone-based scheduling with Internet technology that enhances the effectiveness and customer satisfaction of the dealership. By scheduling appointments directly through the dealer website, customers make confirmed appointments instantly without call-backs.
TimeHighway.com was specifically developed for the retail automobile industry by retail automobile experts.
Most dealerships today still rely on the telephone for their customers to call and book an appointment. The concept behind TimeHighway.com© is to replace or enhance this telephone-based process with Internet technology to improve the effectiveness of scheduling appointments and offer new advertising and communication channels for dealerships and their customers. This is not an appointment request form; this is the premier real-time, online service scheduling system that is customizable to current dealership processes.
When the dealership's customer schedules their service appointment, they receive an immediate confirmation e-mail, as well as a courtesy reminder email the day prior to their scheduled appointment. The reduction in inbound telephone calls allows the service advisor to spend more quality time with customers, thus increasing the dollars per R.O., and increasing customer satisfaction and loyalty.
For more information contact Karen Dillon at office: 239-593-4620 cell: 239-438-5359 by email at kdillon(at)timehighway.com, visit the website at http://www.timehighway.com.
Carter West Public Relations