Roche estimates that the software to solely manage the pickup and delivery process ranges from $500 to $1,000 per month. If drivers are outsourced, he says, fixed ops directors should budget between $40 and $50 per hour to pay them.
Still, he believes even after COVID-19 fades, most stores that have offered the service to help them through the crisis will keep doing so. That's the plan at Ford, which is looking to make pickup and delivery a pillar of dealer service.
"Outside of the automotive space, people are finding different ways to live their lives, whether they are getting their groceries delivered or they're getting more meals delivered to their homes," Elizabeth Dwyer, Ford Motor Co. customer service division marketing manager, told Fixed Ops Journal.
"And to have these types of services available, whether it's to work or to home, is going to be a differentiator to Ford as well as our Ford dealers."
Pickup and delivery may not be a good fit for fixed ops directors who don't want to add the complexity and costs that come from increasing headcount, loaner cars, paying for software and higher insurance costs.
"It really comes down to knowing your customers. Understanding what the customer will pay for eventually answers the larger question around the economics of pickup and delivery," Roche says.