Self-service kiosks came to airports in 2000, to fast food in 2014 and to dealership service lanes around 2017. And just as many flyers eventually moved to using mobile phones to check in, customers in the service lane may soon follow.
Dealership service departments have routinely used data to measure what works and what doesn't. But the effective use of numbers to help steer fixed ops decisions is even more crucial to pull some service departments out of a deep hole.
While the COVID-19 pandemic has slowed business at auto dealerships nationwide, it also has given their service departments time to thoughtfully and intentionally lay groundwork for better long-term productivity.