How much is your shop spending on customer check-ins? Before answering “nothing,” stop and think about your service advisor(s) and shop manager and their salaries.
Then think about how much of their time is spent checking in new and returning customers for appointments and drop-in services. Remember those busy morning drop-offs when your front counter staff was faced with what appeared to be a never-ending line.
For quick check-ins staff could spend 4 minutes or more answering questions, taking notes on reported problems, collecting the vehicle mileage, updating the customer’s address and phone number and determining when the work could be performed. For new customers or drivers whose vehicles are having problems, that check-in time could extend to as much as 10 minutes or more.
So, how much are customer check-ins truly costing your shop?
Save time with customer check-in solutions
What better way to cut down on your staff’s tedious check-ins than to put that task in the customers’ hands? BOLT ON’s brand-new Welcome Station, a customer check-in kiosk, empowers customers to input their information, select services and authorize work, simultaneously freeing up your staff for more important functions.
Think about it: It’s customers, after all, who know the proper spelling of their street addresses, the best phone numbers for contact purposes and the email addresses most readily used. Why not let them help ensure better accuracy of this information – and, most importantly – save your shop staff valuable time?
Based on a modest 2 minutes-per-customer savings, shops with an average daily car count of 15 could save 2.5 hours per week – just in customer check-in time! What could your shop do with an extra 2.5 hours a week? That time savings translates to 130 hours per year – or more than three full weeks of 40-hours-per-week work.
Those extra hours saved are possible without adding staff, or increasing workloads. In fact, our kiosk will make your front staff’s work life easier.
Automotive Kiosks save money by doing more with less
Kiosks at Vancouver Airport upped the processing of passengers by 250% and reduced check-in staff by 30%, according to a report in the International Journal of Computer Science Issues.
Similarly, at Las Vegas McCarran, the $1 million to $2 million invested in the kiosk technology saved the airport from a $20 million building expansion, the report said.
The study found that the cost of check-in through kiosks costs just 16 cents per passenger, as compared to $3.68 with check-in via an agent.
Your shop may not be looking to downsize its staff, or undertake a massive shop expansion. But, wouldn’t it be nice for your front counter staff to have a few extra hours in the day? When customers check themselves in – and the data transmits automatically to the shop management system – service advisors have more time to carry out the tasks that help to increase your shop’s bottom line, namely up-selling needed services, or reminding customers of pending services from previous visits.
Will customers really be able to check themselves in?
Even the most un-savvy touch screen kiosk users can withdraw money from an ATM; check-in for a flight and upgrade their seats; purchase movie tickets and more. We, as consumers, don’t even think about these routine tasks.
Welcome Station incorporates the same interactive, user-friendly technology which Americans have grown accustomed to using regularly in other industries. With literally a few taps, customers can check themselves in, update their contact and vehicle information, select services and sign to authorize repairs.
It is really that simple.
For more information, call us at 610-400-1019.