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Online service booking

The ability to use a dealer’s website to book their car in for servicing is a growing demand.

Initially, systems did not provide a true booking process, but instead let the customer reserve a date several days ahead conditional on the dealer’s confirmation. However, now some systems integrate with the dealership management system to allow a customer to see available slots and truly book their required service while notifying the dealer of the booking. Discounts could be offered for advance payment.

Robinson said Manheim has 200 dealerships live with its online servicing booking system and its data shows 65% of online bookings made are during working hours, indicating that those customers are actively choosing to use the online channel rather than telephone the service desk.

“If you’ve not got this and somebody else has, you might see that the customer will choose the dealer with the online facility,” Robinson said.

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