40.Technology & A Better Customer Experience w/Jeff Adams, Cory Coler & Richard Lupo

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Summary

The conversation covers various topics related to fixed operations in the automotive industry. The participants discuss the recent Amplify 2024 event, the importance of the four golden metrics in fixed ops, the impact of Reynolds products on dealership success, and the focus on customer experience. They highlight the benefits of using tools like Service Price Guides, GoMoto, and Advanced Service to improve efficiency, increase profitability, and enhance customer satisfaction. The conversation also touches on the integration of Reynolds products, the value of Reynolds' customer support, and the role of technology in streamlining processes and improving productivity. The conversation focused on the various tools and technologies provided by Reynolds that have greatly improved the efficiency and effectiveness of fixed operations in the automotive industry. The use of advanced service, Service Touch, and video MPIs has increased productivity, improved customer satisfaction, and boosted sales. The integration of AI into the service process and the acquisition of ReconVision have further enhanced the capabilities of Reynolds' tools. The conversation also highlighted the importance of transparency, accountability, and customer trust in the service process. Overall, Reynolds' tools have revolutionized the way fixed operations are managed and have resulted in significant improvements in the customer experience and profitability.

 

Takeaways

Reynolds products, such as Service Price Guides, GoMoto, and Advanced Service, play a crucial role in improving efficiency, increasing profitability, and enhancing customer satisfaction in fixed operations.

The integration of Reynolds products streamlines processes and reduces complexities, leading to better results and higher dealership gross.

Reynolds' focus on customer support and the development of its associates contribute to the success of dealerships and the satisfaction of customers.

Tools like GoMoto and Advanced Service provide opportunities to improve transparency, increase customer engagement, and drive customer retention.

The use of videos, pictures, and e-approval in customer interactions helps to educate and engage customers, leading to higher closing ratios and improved service outcomes.

The automotive industry is evolving, and dealerships need to adapt by leveraging technology and providing a seamless customer experience to stay competitive and retain customers. Reynolds provides a range of tools and technologies that have greatly improved the efficiency and effectiveness of fixed operations in the automotive industry.

The use of advanced service, Service Touch, and video MPIs has increased productivity, improved customer satisfaction, and boosted sales.

The integration of AI into the service process and the acquisition of ReconVision have further enhanced the capabilities of Reynolds' tools.

Transparency, accountability, and customer trust are crucial in the service process and can be achieved through tools like video MPIs.

Reynolds' tools have revolutionized the way fixed operations are managed and have resulted in significant improvements in the customer experience and profitability.

 

Sound Bites

"Dealerships sell hours. The more hours you sell, the more money you'll make."

"Reynolds products are closely intertwined, taking out the complexities and helping dealers make more money."

"More tools give your guys and gals in the front lines better results."

"Dispatching, know, no favoritism. Get equal access to the ROs and sometimes technicians are caught in situations and other dealers or other places where they're fighting, you know, a human dispatch system."

"Customers get happy and our technicians get paid."

"You can't manage what you can't measure."

 

Music:

Cast Of Characters-Funk Flingin'

Famous Cats-Jump Street

Wayfair-Solina

Thruline-Just Like Me

 

This episode is possible with the help of VISPERIO Performance, which provides tailored solutions to ignite Automotive Dealership Fixed Operations Performance & Profit.  Find out more at: https://visperio.com/