Live Digital Inspection Footage
Recently, Honda of Lincoln brought “iService” into their service department in order to better educate customers. The device was brought in earlier this year and creates another dimension of communication between the technician and customer, Jeff Williams, service manager, says.
“I’ve always thought that the customer would like to see what the technician sees,” Williams says. “The technician has never really had a voice with the customers, yet the customers would probably prefer to talk with them over anyone else in the dealership.”
When a customer visits the service department, he or she is entered into the DMS, and then customers are advised on how the service is going to work, he says.
“It’s as simple as adding a repair order number and their cellphone number into the iService software, and from there we are now connected via text-messaging,” Williams says.
Once connected, the multi-point inspection is recorded by the technician, and then its texted to the customers.
“I knew it would be the next frontier to the way you present sales and service for the customer,” Williams says. “Like they’ve said for years, ‘a picture is worth a thousand words.’”