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This webinar will begin momentarily.

Start with the Service Drive

Presented by

WELCOME

Mary Beth Vander Schaaf

Managing Editor

Automotive News

NAVIGATION TIPS

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feedback

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© Solera Holdings, Inc.

Start with the Service Drive

© Solera Holdings, Inc.

Your presenters:

Darrell Steele –

Director of Account Management

o Has been assisting automotive dealerships grow their fixed operations for almost 30 years

o Is in his 10th year with AutoPoint

o Has personally helped close to 500 dealerships across North America

Forrest Sobieszczyk –

Product Manager

o More than 9 years’ experience promoting technology-based fixed operations solutions

o Has been directly involved in deploying new solutions

o Focused on developing and bringing new solutions to the market

5

© Solera Holdings, Inc. 6

Who we are.

Part of Solera Holdings Inc.

Leading provider of technology solutions for auto

dealerships and service shops

First company to combine marketing, service, and

titling solutions in one technology platform

Focus on mobile capabilities and apps, web-based

solutions, and technology-driven retentionRetention is the new sales

© Solera Holdings, Inc.© Solera Holdings, Inc. 7

Service Drive• Online Appointments

• Mobile Service Lane Write Up

• Intelligent Shop Loading

• Instrumented Tools

Inspections• Flexible MultiPoint Inspections

• Add-hoc Recommendations

• Drives Tech Efficiency and

Productivity

Engagement• Dealer Branded Mobile App

• Inspection Results via

OwnerCare

• Loyalty Programs

Marketing• Targeted Marketing

• Multi-Channel

Communication

• On Demand Campaigns

• Total Transparency

• Smart Data

Management

Titling• Electronic Titling System

• Nationwide Tax and Fee

Calculation

• Printable Temp Tags with

Electronic Reporting

© Solera Holdings, Inc. 8

Are you satisfied with your service drive?

Is your service drive as profitable as you want it to be?

Common underperformers:

o Single line ROs, not identifying and selling additional needed services and repairs

o Pre-write activity, difficulty in finding information on campaigns and recalls

o Opportunities to recapture previously declined services

o Customers not responding to service recommendations

© Solera Holdings, Inc.© Solera Holdings, Inc. 9

What’s the difference

between a greeter and

a concierge?

Your service drive

is currently in

greeter mode.

Right now, you’re

missing

opportunities to

build relationships

and generate

sales.

Success on the Service Drive

Concierge-level

service drives smarter

interactions, more

sales, and higher CSI.

© Solera Holdings, Inc.© Solera Holdings, Inc. 10

The Answer:

Mobile Technology

o Customers spend a huge amount of time on their phones

o Customers trust technology more than people

o Know what your customers need

o Make information hyper-personalized

o Ask your customers to direct, not dictate

o Streamline your operations

o Integrate your systems

So how do you switch?

© Solera Holdings, Inc. 11

The stats support mobile technology.

o Number of mobile internet-users surpassed desktop users in 2014.

o Mobile media time is currently at 51%, as compared to 42% desktop use

o 80% of internet-users own a smartphone

o U.S. consumers spend 9.9 hours per day looking at screens

o 89% of consumers’ time on media is spent on mobile apps

(Source: Smart Insights)

© Solera Holdings, Inc. 12

Results?

Customer

loyalty

Operations

efficiency

Greater

revenue

Genius

staff

© Solera Holdings, Inc.© Solera Holdings, Inc. 13

Essential Tools

© Solera Holdings, Inc. 14

It starts with a tablet…

Customers are more satisfied when

dealerships use tablets (J.D. Power, 2015)

That’s just one sign of the digital revolution

Service advisors should carry tablets onto the

drive

Tablets should integrate with your DMS

© Solera Holdings, Inc.© Solera Holdings, Inc. 15

Personalized greetings.Advisors can see which customers are on the drive

Info comes straight from the DMS

Walk In support with look up via name, number, or VIN

Advisors already know why customers are there

Advisors begin curating the customer experience

© Solera Holdings, Inc.© Solera Holdings, Inc. 16

Mobile write-ups

oEasily add or modify line items

oOp-code auto-suggest enables fast entry

oVoice-to-text records customer concerns

oAdvisors can complete write-ups anywhere

oWrite-ups translate seamlessly into ROs

© Solera Holdings, Inc.© Solera Holdings, Inc. 17

VIN-specific service historyService histories are immediately available to advisors

The vehicle’s history influences today’s suggestions

Advisors have an opportunity to recapture or upsell services

Update service history on the spot

Provide a consistent and accurate message over the course of

multiple visits

© Solera Holdings, Inc.© Solera Holdings, Inc. 18

Fast access to relevant recalls and campaigns

VINs-based recalls, maintenance plans, and service campaigns

Proactively retrieve information before the customer arrives

Builds trust and credibility with customers

Creates an opportunity for follow-up appointments and/or upsells

© Solera Holdings, Inc.© Solera Holdings, Inc. 19

Inspect on the drive

Identify common

maintenance points

(e.g. tires)

Integrate instrumented

tools (Hunter, Bosch)

Take photos right on

the tablet

Photos become part of

customer’s service

history

Photos document

existing nicks, dings,

scratches, or dents

Alert customers to

potential service needs

Present results on

the drive

Speed up the

inspection process

Walk-around inspections

© Solera Holdings, Inc.© Solera Holdings, Inc.

Mileage-specific service menus

Present service menus based on individual VIN

and mileage

Provide customer with simple Good, Better and

Best choices for their vehicle care

Informational presentation of vehicle needs

Generates upsells for dealership

Approve services even before the inspection

© Solera Holdings, Inc.

Supplemental Tools

© Solera Holdings, Inc. 21

Online scheduling system

Efficient shop-loading process

Electronic inspection system

Mobile-enabled app for inspection results

© Solera Holdings, Inc.© Solera Holdings, Inc.

Don’t waitTechnology is progressing faster than ever before

The digital revolution is not going to slow down

Catch up, pull ahead, or risk being left behind

22

THANK YOU

The recorded webinar will be available for 12 months at www.autonews.com/powertraining.

You will receive an e-mail when it is available.

Email additional comments/questions to powertraining@autonews.com.