There are certainly many approaches to automating scheduling, but the real value Xtime adds is that it empowers us to give customers a 'high-quality' appointment
REDWOOD CITY, Calif. (PRWEB) May 21, 2008
After testing Xtime's online scheduling solution at its BMW and MINI dealerships, Checkered Flag noted a surge in customer satisfaction, earning the company the coveted #1 CSI ranking among all Mini dealerships nationwide – and ranking #2 in the country among all BMW dealerships in 2007.
"Everyone's thrilled with Xtime," said Jim Huber, Vice President and Director of Fixed Operations at Checkered Flag. "We have happier customers, more efficient service teams, and higher customer-paid revenues. That makes a clear winner and is why we're going to be using Xtime throughout all of our dealerships."
According to Xtime CEO Neal East, "In addition to offering customers more choices and more convenience for scheduling their own service appointments via the web, Xtime ServiceCRM gives dealers more tools for managing service more profitably. I'm pleased to learn that Checkered Flag is enjoying such great success as part of our growing list of more than 1,000 dealership clients."
Not just appointments – "high quality" appointments
Jim Huber explained that while Xtime ServiceCRM provides customers access to a 24x7 web-based tool for scheduling appointments and avoiding long telephone hold times, it extends the value of every appointment made.
"There are certainly many approaches to automating scheduling, but the real value Xtime adds is that it empowers us to give customers a 'high-quality' appointment," Huber said. "When customers arrive for service, they don't have to worry about waiting in long lines or explaining what they need that day. Our service advisors already know which team will service the car, the parts that might be needed, and have that customer's loaner car ready and waiting."
"And because service advisors don't have to handle a high volume of phone calls, they're free to spend more time to spend consulting with customers. That adds more value to the customer experience so that we can meet, and exceed, expectations," he added.
Added efficiency, more profitability – "just point and click"
According to Huber, when Checkered Flag began evaluating online scheduling, the company searched for a solution that made it simple for customers and service teams to schedule appointments, while offering easy integration with the company's DMS applications.
"Many of these systems are just too complicated to learn, and that leads to more problems than solutions. But Xtime is easy to use – just point and click. Customers, appointment coordinators, service advisors, and anyone else can quickly use it to create high quality appointments," Huber said. "And from an operational standpoint, it integrates easily into our ADP system to give our entire team a complete, coordinated view of our current operations and what we can expect tomorrow."
Added revenue, higher CSI, and more profitability
"Checkered Flag's experience with Xtime is further proof that a 24x7 retail service experience is more essential than ever for keeping loyal customers," explained Jim Coleman, Xtime's Vice President of Sales. "Hundreds of dealerships have booked millions of service appointments through Xtime – and it clearly pays off in higher total revenues, more revenue per repair order, and higher CSI scores."
Coleman added that while customers may now view online service scheduling as an enhanced level of service, customers will soon expect all dealerships to provide these capabilities.
"It won't be long before the convenience of online scheduling becomes a standard benchmark for automotive service," he said. "Only a decade ago, few airlines offered online boarding passes, but today's customers expect it as an essential convenience. The same holds true for online automotive service scheduling – it's not a matter of if, but when."
With over 1,000 dealerships enrolled and over 4 million appointments booked since 2005, Xtime is the leading provider of Customer Relationship Management (CRM) and web scheduling solutions for automotive service departments.
Xtime's ServiceCRM™ software combines consumer web scheduling, call center automation, service marketing, advanced shop control and certified, real-time DMS integration into a complete and unified solution for automotive service departments. By integrating these features into an easy-to-use and affordable system, Xtime gives automotive dealerships the ability to create, schedule and manage more service appointments per day, increasing profitability through increased customer-paid service. Privately held, Xtime's investors include Draper Fisher Jurvetson, RPM Ventures and Innovacom. Xtime is based in San Mateo, Calif. and can be reached at (650) 508–4300, or http://www.xtime.com.
About Checkered Flag Motor Group
Checkered Flag Motor Car Company, Inc. has been serving the greater Hampton Roads Region since 1964. At 10 auto franchises in 7 dealership locations, Checkered Flag is focused on customer satisfaction, with each employee dedicated to exceeding customer expectations and making the shopping, buying, driving, and ownership experience second to none. Checkered Flag also supports numerous local and national charitable organizations including the United Way, Children's Hospital of the Kings Daughters, DePaul Hospital, and the City of Virginia Beach. Checkered Flag's stores and employees have been recognized throughout the automotive industry and have received the highest honors from the manufacturers it represents.