Software company Xtime believes the vehicle service experience needs improvement.

Up to this point, the automotive industry has not had the necessary tools to provide on-demand convenience for consumers, according to the company. Poor communication between dealerships and customers has hurt dealership retention and business.

Looking to improve that communication, Xtime is unveiling a new Service Tracker feature that it says will offer customers mobile access to vehicle status updates in real-time. The company says the feature can build greater trust and loyalty between customers and dealers.

In a news release, the company’s vice president and general manager Tracy Fred sourced NADA Data 2018 in noting that service revenue accounts for 49.6% of dealership profits, and Fred added that Xtime’s Service Tracker gives dealers a necessary advantage to compete in a crowded market.

“Service Tracker’s core purpose is to bring trust, communication and transparency to the automotive service industry and ultimately, to keep dealers and their customers happy,” Fred said.

Because of dealers’ lack of tools for on-demand service, advisers in the service department often experience many phone calls and text messages from customers wanting routine service status updates.

That gets in the way of the department satisfying existing customers, according to Xtime. It also means service departments have less time to help other clients standing in the service drive.

Xtime says the following benefits of Service Tracker help dealers meet that challenge head-on:  

— Real-time service status: Through a customized URL link provided via email or text message, dealers’ customers can access real-time vehicle service status updates.
— Increased consumer transparency: Xtime says dealerships see an increase in trust and loyalty when their customers know their vehicle’s status throughout the service experience.
— Reduced phone call volume: Because service advisers don’t have to answer as many phone calls, they can focus on other tasks, which Xtime says improves department capacity and the customer experience.

Asbury Automotive Group chief executive officer David Hult said customers checking the status of their vehicles make up about 70 percent of inbound phone calls through the service center.

“We clearly needed a solution that could simultaneously enhance our flow of information with customers and reduce demand on staff,” Hult said. “With the introduction of Service Tracker, customers can independently check the status of their service in real time, allowing advisers to concentrate on the customers in front of them and provide higher levels of service.”