Why Mobile Service is a Game Changer for Dealerships

Learn how to implement mobile service successfully at your dealership.

The Value of Mobile Service for Dealerships

Mobile service is revolutionizing the automotive industry by offering a convenient and efficient alternative to traditional dealership visits. For dealerships, it’s more than just a unique offering; it’s a strategic approach to stand out, boost customer satisfaction, and generate new revenue streams. While Tesla exclusively provides mobile service, Ford has successfully scaled its national mobile fleet to over 3,600 vehicles with robust OEM support. Other brands, however, need to develop their own strategies to make mobile service viable and profitable.

Challenges of Implementing Mobile Service

For dealerships without OEM support, launching a mobile service can be daunting. The initial costs of upfitting a van, equipping it with tools, and managing logistics can be significant. Additionally, dealerships must tackle operational challenges like scheduling, staffing, and ensuring that technicians are adequately trained to perform services outside of the traditional shop environment. Without incentives or a clear customer demand, achieving profitability can be tough.

Strategies for Success

Despite these challenges, there are several strategies that dealerships can employ to ensure the success of their mobile service:

1. Leverage Recalls and Routine Maintenance: Utilize mobile service to handle recalls, a complimentary service that addresses vehicle safety and reliability issues. During these recall appointments, technicians can conduct a comprehensive inspection and recommend additional services like oil changes or tire rotations. This not only ensures vehicle safety but also provides an opportunity to increase revenue through upselling necessary maintenance and repairs.

2. Upselling Opportunities: Train mobile technicians to recommend necessary repairs or maintenance services during appointments. This not only increases the average repair order and customer pay amounts but also enhances the customer experience by providing convenience and personalized service.

3. Boosting Retention and Winning Back Lost Customers: Use mobile service to reach customers who have stopped visiting the dealership. Offering the convenience of service at their home or workplace can be a compelling reason for customers to return, improving retention and loyalty.

4. Effective Marketing: Promote the mobile service through targeted digital ads, email campaigns, and social media posts to raise awareness. Highlight the convenience, time-saving benefits, and ease of scheduling mobile service directly on your website. Showcase positive customer testimonials to build trust and interest.

5. Encourage OEM Support: Advocate for OEM assistance in launching and maintaining a mobile service program. For example, Ford offers its dealers one labor hour for every mobile service repair order (RO), making it easier to manage costs and incentivize participation.

Why Should Dealerships Offer Mobile Service?

For dealerships that don't have the advantage of OEM support like Ford, offering mobile service is a proactive choice to compete effectively in the market. It allows them to stand out, enhance customer experience, and reach a wider customer base. The key is to find the right balance between cost and profitability by focusing on services that can be efficiently delivered through a mobile platform.

Supporting Stats for Mobile Service

• Over 90% of mobile service customers would consider using mobile service again for their next service.
• The average mobile service appointment saves customers an estimated two hours.
• The Net Promoter Score (NPS) for mobile service is 84, which is 15% higher than traditional shop service.

Success Stories:

Bozard Ford

Ed Roberts, Chief Commercial Officer at Bozard Ford, is a strong advocate of mobile service. He loves the impact it has on customer satisfaction and retention, stating that it allows his dealership to provide an exceptional level of convenience to customers. Despite profitability concerns, he believes in the value of mobile service so much that he operates 25 mobile service vehicles. He emphasizes that mobile service is so effective at enhancing customer loyalty and satisfaction that he would continue to offer it even if it were not profitable.

St. Charles Hyundai

St. Charles Hyundai successfully launched its mobile service program independently. They upfitted a van and dedicated a Hyundai Tucson specifically to handle the Hyundai 993 campaign, proving that dealerships can effectively manage and grow mobile service operations on their own. This initiative highlights how strategic resource allocation and a commitment to customer service can enable dealerships to thrive in mobile service, even without direct OEM incentives.

Customer Benefits of Mobile Service

1. Convenience: Customers can have their vehicle serviced at home or work, eliminating the need to visit the dealership.
2. Time Savings: On average, a mobile service appointment can save customers around two hours.
3. Flexible Scheduling: Mobile service allows for more flexibility in appointment times, often including same-day or after-hours availability.
4. Personalized Experience: Technicians provide a one-on-one service, enhancing the customer experience.
5. Reduced Disruption: Customers can continue their daily activities without interruption while their vehicle is being serviced.

How BizzyCar Can Help

BizzyCar's Mobile Service Platform is designed to simplify and optimize mobile service operations for dealerships. Our platform enables efficient scheduling, route optimization, and easy-to-follow workflows, ensuring that your mobile service runs smoothly and profitably. As the auto industry’s first app to assist dealerships in successfully implementing mobile service, BizzyCar empowers dealerships to provide exceptional customer experiences and drive new revenue streams. By integrating with your existing service processes, BizzyCar helps you maximize service appointments, increase customer satisfaction, and drive additional revenue through upsells and efficient recall management. With BizzyCar, you can take your dealership’s mobile service to the next level.

Interested in learning more? Contact us today to see how BizzyCar can support your dealership’s mobile service initiative. https://BizzyCar.com