{"id":2670,"date":"2026-07-13T22:57:25","date_gmt":"2026-07-13T22:57:25","guid":{"rendered":"https:\/\/www.tvi-mp3.com\/blog\/?post_type=tvi_insight&p=2670"},"modified":"2026-07-13T23:42:49","modified_gmt":"2026-07-13T23:42:49","slug":"the-online-service-scheduling-impact","status":"publish","type":"tvi_insight","link":"https:\/\/www.tvi-mp3.com\/blog\/insights\/the-online-service-scheduling-impact\/","title":{"rendered":"The Online Service Scheduling Impact"},"content":{"rendered":"\n

Not long ago, dealerships viewed online service scheduling as a competitive advantage. Today, it’s an expectation.<\/p>\n\n\n\n

Most consumers can schedule nearly every aspect of their lives online\u2014from doctor appointments and restaurant reservations to flights and home services. Automotive service is no different. According to research from Cox Automotive<\/a>, more than 76% of customers who schedule service online say they would use the option again, highlighting just how quickly digital convenience has become part of the customer experience.<\/p>\n\n\n\n

However, as online scheduling becomes standard across the industry, dealerships face a new challenge. The question is no longer, “Do we offer online scheduling?” Instead, it’s, “Are customers actually using it?”<\/p>\n\n\n\n

The answer matters more than many dealerships realize.<\/p>\n\n\n\n

\"Online<\/figure><\/div>\n\n\n\n

Having Online Scheduling Isn’t Enough<\/strong><\/h2>\n\n\n\n

Many dealerships invest in online scheduling technology and assume the job is finished, but a quick look at service appointment data often reveals that a large percentage of appointments are still being booked over the phone.<\/p>\n\n\n\n

That’s not necessarily because customers prefer calling. In fact, industry research compiled by Rework<\/a> suggests that nearly two-thirds of customers would prefer to schedule service digitally when given the option. The issue is often adoption, not availability.<\/p>\n\n\n\n

A scheduler buried deep within a website, a complicated booking process, or limited appointment visibility can discourage customers from using the tool. Simply offering online scheduling does not automatically create a convenient experience.<\/p>\n\n\n\n

The dealerships seeing the greatest success are those that actively encourage utilization by promoting scheduling links in service reminders, retention campaigns, recall communications, email marketing, text messages, and advisor conversations.<\/p>\n\n\n\n

Convenience Doesn’t End at 5 PM<\/strong><\/h2>\n\n\n\n

One of the biggest advantages of online scheduling is that it allows customers to engage with the dealership on their own schedule.<\/p>\n\n\n\n

National Automobile Dealers Association (NADA) research<\/a> shows that nearly one-quarter of service appointments are scheduled outside normal business hours or when it\u2019s simply inconvenient for the client to be on a call. Think about what that means: those customers aren’t waiting until the next morning to call the dealership. They’re booking appointments while watching television after dinner, during a lunch break at work, or after dropping their kids off at practice.<\/p>\n\n\n\n

If scheduling requires a phone call during business hours, the dealership is creating unnecessary friction in the customer journey. Every extra step increases the likelihood that a customer will postpone service\u2014or choose a competing repair facility instead.<\/p>\n\n\n\n

Utilization Creates Operational Efficiency<\/strong><\/h2>\n\n\n\n

Increasing online scheduling utilization doesn’t just benefit customers. It benefits the dealership as well.<\/p>\n\n\n\n

Every appointment scheduled online is one less inbound scheduling call that advisors or BDC agents must handle. Digital tools can help reduce administrative workload and allow dealership employees to focus on higher-value customer interactions.<\/p>\n\n\n\n

Rather than spending valuable time booking appointments, advisors can focus on:<\/p>\n\n\n\n