Tablets help train store's express advisers, pave way to main shop

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.

Gregg, who joined the dealership more than four years ago, says his team has encountered a few issues with the iPads, such as difficulty reading the car's VIN bar code in the shaded drive, but nothing major.

Charging the five iPads — three for express and two for the loaner vehicle program — each night is part of the adviser's routine and is strictly enforced. There were occasional Wi-Fi issues until the dealership upgraded its service. The iPads are rather intuitive and people are more tech savvy, Gregg says, so new employees catch on pretty quick.

Since purchasing the iPads for express service, Tucson Subaru has shaved 17 minutes off the time it took to get a customer written up, into the shop and the work completed. Express service customers now have their work completed, on average, in 57 minutes, he says.

For the iPads, Tucson Subaru uses CDK Drive, Xtime Inspect and AutoLoop's Lane Pro and Schedule Connect. Gregg monitors advisers' performance on the iPads daily to make sure they are using them correctly and efficiently.

"Otherwise, they want to go back to the old ways writing notes on a piece of paper, which is not really faster but in their mind it is for some reason," he says. "And, you know, they are a lot more comfortable than they were with them at first, and usually it's not a problem now to keep them using them. But every now and then I get, 'Well, it's not charged' or this or that or the other and I let them know that's not a good excuse."

Express service adviser Brittney Ottaviano says she's not necessarily a "fan of technology" but does like how quick the iPad lets her work.

"I'm able to pull up all their information and have them confirm it," she says. "Then I do the walk-around and get a signature. So it's very quick and makes it easier for [the customer] as well. They love it; they think it's really cool."

Every two weeks, Gregg reviews with his young advisers their key performance indicators and customer satisfaction scores to discuss areas in which they can improve. There also are 90-day reviews.

High-performing express advisers are rewarded with spiffs for additional sales and monthly bonuses based on performance, customer satisfaction and net promoter scores.

"The ultimate goal for each express adviser is to be able to move to main line eventually, and they know it will be the top dog that gets that prize carrot," Gregg says.

To go along with the carrot is a stick — for those who need more "encouragement" to use the iPads.

"Once it is explained to them that it is a condition of their employment and that I will be monitoring their usage, they use them as they should," he says. "Once they figure out they actually make their jobs easier, then they really get on board."