A little over a year ago, Tucson Subaru in Arizona began having its express service advisers use iPads as a way to speed up the customer intake process.
But along with checking in customers quickly and getting them on their way, the iPads also have helped keep the dealership's three express advisers on task and following processes.
"Express advisers are a little more green, so it prompts them to do the video walk-around and take the pictures and check the different things," Service Director Scott Gregg says. "They have a little checklist on there — they have to check off wiper blades, tires, things like that. So it assists them in developing good habits."
Franchised dealerships across the country constantly strive to boost customer service rankings by doing things such as minimizing wait times and improving communications. To achieve this, some dealership service drives will consider embracing the latest technology by having their service advisers put down their pencil and scrap of paper and pick up a computer tablet instead.
But while many service departments know a tablet could give them an edge in the ever-tightening pursuit of profits, adoption of the devices is not always smooth. There are issues with keeping the tablets charged, connectivity shortcomings — new hires not being properly trained on the devices during the onboarding process, causing them to abandon the technology — and veteran advisers who consider tablets not advanced enough.