Time for Web-Enabled Scheduling Has Arrived
Service department customers expect the ability to schedule service when it’s convenient for them, while also knowing that the latest technology is being employed at all levels of the BMW center - just as it is in their own vehicles.
While it’s important to have programs that allocate resources according to center-specific rules (holidays, hours, etc), Kelly BMW also needed a solution that integrated into their current DMS to allocate appointment times according to center capacity.
Without an integrated tool, it was possible to overlap appointments based on web and phone requests, or to overstress employees with poor capacity management. Overstressed employees lead to decreased confidence in upselling and increased turnover.
“Xtime’s capacity controls have reduced overbooking, increased technicians efficiency, and given us control over out loaner fleet.” Bill Fyffe, Service Director
Kelly BMW began using Web Scheduling to allow Service Managers to control center operations based on available resources, while making exceptions as needed. In addition to operations control, Web Scheduling offers extensive reporting capabilities that enable managers to monitor, manage and improve service department operations.
“Xtime ease-of-use and controls greatly assisted in the transition of a Service BDC. It was very easy to train out call coordinator” Bill Fyffe, Service Director
Web Scheduling was customized to meet Kelly BMW’s existing BMW center operations. Service Advisors were able to input center-specific Web Scheduling parameters, such as hours of operation, holidays and time intervals between appointments.
Since it first began using Web Scheduling software in 2005, Kelly BMW has already achieved some significant results: between 2006 and 2007, average monthly service hours nearly doubled, and in turn increased center revenue.
“Our Service Advisors have been freed to focus on up selling… Morale is up, frustration, absenteeism, and errors are down. Walking around, you can feel that the people re more relaxed and focused” Bill Fyffe, Service Director
These gains were driven in large part to increased customer loyalty and employee satisfaction, in addition to efficiencies gained. After the implementation of Web Scheduling, approximately 25-35% of appointments were scheduled by customers online, enabling service managers, where able, to spend more time with customers. Rather than spending time scheduling, employees were able to spend it answering questions, explaining services and educating customers about other products and services offered by the center. Finally, this increase in employee satisfaction also decreased turnover, leading to a more knowledgeable and confident team.
