Pub. 1 2011 Issue 1

15 more time on the Web than ever, a plan to attract Fixed Ops customers often includes an effective, well-executed digital marketing and advertising plan. Successful dealers are also attracting customers through text marketing campaigns and online appointment scheduling integrated with the dealership website and dealer management system (DMS). Growing more profitable customers and making the most of every Service visit Increasing customer pay revenue is another key to increasing service absorption, according to Fixed Ops Magazine . One strategy is to reduce Service no-shows with effective, automatic reminders, and reaching customers however they want to be reached—email, phone, mobile texting, or direct mail. Once customers arrive in your Fixed Ops department, deal- erships can take advantage of technologies like Service Menus to sell more service, parts, and extended warranties; Related Repairs and Vehicle Inspections to maximize upsells; and tech- nician productivity tools to increase customer pay revenue and maximize profitability. Retaining customers for life by driving repeat business If dealerships could increase customer retention by just 5%, they could realize an 80% improvement in profitability.5 Keep- ing customers coming back to your Fixed Ops departments is absolutely critical, and driving repeat business is made easy with the right retail process technologies in place. Service Reminders are an excellent way to encourage your customers to maintain their vehicles while increasing repair or- ders. Successful dealerships also use solutions like Denied Work tracking, Customer Relationship Management (CRM), direct mail, and data management to increase customer total lifetime value and minimize customer defection. Learn more! Register for ADP’s FREE Fixed Ops Profit Clinic We’ve given you just a sample of the retail process technolo- gies that are available to help your dealership increase service absorption by maximizing service volume, customer pay rev- enue, and lifetime customer value. Register now for a FREE in-dealership Fixed Ops Profit Clinic so you can start leveraging these technologies to attract more customers, grow revenue op- portunities, and retain more customers for life. Q 1 Fixed Ops Magazine 2009 2 NADA Data 2010 . www.nada.org/nadadata 3 “Retail Process Technologies To Drive Increased Service Absorption.” Fixed Ops Magazine , December 2008. 4 Ward’s Dealer Business, Feb. 2010 5 Harvard Business Review July 2008