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Dealership Profits with Mobile Service Solutions

The automotive industry is evolving rapidly, with mobile service in car dealerships emerging as a significant trend. Mobile service offers a convenient and efficient way to provide vehicle maintenance and repairs at the customer’s location, enhancing the overall customer experience.

Understanding Mobile Service in Car Dealerships

Mobile service involves dispatching trained technicians to perform maintenance and repairs at the customer’s preferred location, whether at their home, workplace, or another convenient spot. This approach contrasts with the traditional method, where customers bring their vehicles to the dealership for service. Mobile service offers customers and dealerships flexibility, convenience, and time savings.

Benefits of Mobile Service for Dealerships

Enhanced Customer Convenience

Mobile service provides unparalleled convenience for customers by eliminating the need to travel to the dealership and wait for their vehicle to be serviced. Scott Kelford is a Regional Sales Manager for TVI MarketPro3 and a longtime fixed operations expert. Kelford highlighted this point, explaining, “We get to put that message out to the general public that doesn’t know that they don’t have to drive to the dealership… people need to understand that the mobile service is mobile, right?” This on-site service reduces customer downtime, making it an attractive option for busy individuals.

Increased Customer Loyalty

This offering can significantly boost customer loyalty. Personalized, at-home service experiences create a strong competitive advantage, encouraging customers to return for future needs and recommend the dealership to others. Robert Morris is also a Regional Sales Manager at TVI MarketPro3 and has decades of automotive expertise. He emphasized the competitive advantage, stating, “[Mobile service] also creates customer loyalty… it’s a competitive advantage because once somebody utilizes it, they’re going to get hooked.”

Additional Revenue Streams

During on-site visits, mobile car maintenance and repair programs open new opportunities for upselling additional services and products. The convenience of being home rather than stuck at a dealership during these additional services makes it easier to say “yes.” Moreover, dealerships can save on overhead costs while maintaining large service bays, further enhancing profitability. As Morris noted, “Some [dealerships] are much more aggressive with it than others in terms of actually providing vehicle stipends… paying for tools is a line item reimbursement for an oil change, for example, things like that.”

Implementing Mobile Service in Your Dealership

Steps to Integration

Assess Dealership Capabilities and Resources: Evaluate your dealership’s infrastructure, staff, and financial capacity to support the program.

Training and Hiring Mobile Service Technicians: Recruit skilled technicians or provide additional training to existing staff to ensure they can handle the unique challenges of mobile service. As Kelford mentioned, “You have to have a guy with a pretty good skill set… you’ve got to have a person that works well with minimum supervision.”

Investing in Necessary Tools and Technology: Equip your mobile service units with the tools, diagnostic equipment, and technology to effectively perform a wide range of services.

Logistics and Operations

Efficient scheduling and dispatching are critical to the success of a mobile service program. Implementing a robust management system ensures timely service delivery and consistent quality control. “You start out small at one, five, ten-mile radius… But now you’re starting to see that perimeter scale outward,” says Kelford.

Overcoming Challenges in Mobile Service

Common Obstacles

Initial Investment Costs: Setting up a mobile service unit requires an initial investment in vehicles, tools, and technology.

Logistical Complexities: Managing a fleet of mobile service units and coordinating schedules can be complex and requires careful planning.

Solutions and Best Practices

Strategic Planning and Phased Implementation: Start with a pilot program to test and refine your mobile service operations before scaling up.

Leveraging Technology for Efficient Management: Utilize advanced scheduling and dispatch software to streamline operations and improve efficiency.

Future of Mobile Service in Car Dealerships

As technology advances and customer expectations evolve, mobile service is poised to become integral to the automotive service landscape. Embracing this trend can provide long-term benefits for dealerships, including enhanced customer loyalty, additional revenue streams, and operational efficiencies. Fixed operations managers and service directors should explore the potential of mobile service in their dealerships. By investing in the right resources and adopting best practices early on, dealerships can stay ahead of the curve and meet the growing demand for convenient, high-quality automotive services. Morris emphasizes, “It’s all about the people. You know, if you have the right person, you’re going to be successful. With the right tools and the right equipment, the right customers and the right marketing, all that funnels together.”

Check out more fixed ops insights at TVI MarketPro3.

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