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Technology Trends: Self-Service Kiosks

Article Highlights:

  • Self-service technology increases customer satisfaction.
  • Instead of waiting in line, customers can check in using a kiosk.

More and more retailers are using technology that allows customers to check in and out quickly, without the need to meet with someone face-to-face. While this increasing trend is somewhat linked to the recent pandemic and demand for contactless options, many businesses introduced this service to improve operational efficiencies long before.

Offering self-service technology provides many benefits for both consumers and businesses alike, but let’s dive into how kiosks benefit your service department specifically.

Increased Labor Efficiency

Without self-service technology, there’s a good chance your advisors spend a significant part of their day doing check-in related administrative tasks and manual data entry. This leaves them very little time to focus on maximizing upsell opportunities, calling customers back in for previously declined services, and assisting those who truly need their help.

When it comes to labor efficiency, self-service technology saves time and increases productivity. Giving customers the option to check in for service on a kiosk decreases friction at the check-in counter, which means advisors are freed up to focus on more profit-producing activities.

Improved Customer Experience

Customers don’t want to wait in line. Research shows that even a five minute wait to check in for service lowers customer satisfaction by up to 50%. With self-service technology, customers can check in for their appointment in under two minutes.

Or, give them the option to check in for their appointment early! Industries like restaurants, airports, and grocery stores have also added mobile check-in and QR code functionality to complete their self-service offerings. This means shorter lines and wait times, not to mention a better overall customer experience. And we all know satisfied customers are more likely to leave good reviews and come back again for future service.

More Profit Opportunities

Self-service technology is proven to increase revenue. Businesses like McDonalds reported a 6% increase in sales after introducing kiosks in their restaurants. GoMoto also reports dealers see an average increase of over $60 in upsells with their kiosks doing the heavy lifting.

In addition to upsell opportunities, when a customer checks in using a self-service technology, they’re pushing updated, accurate information into your DMS.

It’s not easy keeping customer information up-to-date. Pair human error with illegible ROs and you’ve got data you can’t even use! Kiosks solve this problem by making customer information collection a simple and easy piece of the check-in process; not to mention, clean email and mailing lists you can use for targeted service promotions and exclusive offers later down the line. Regular data updates help build brand loyalty, which in turn drives return customers and increased revenue.

The future of service check-in is here with simple, self-led technology that elevates the customer experience while streamlining processes. See if it’s right for your service lane.

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Product Planning, Reynolds and Reynolds

Cory Coler is a member of the fixed operations product planning team at Reynolds and Reynolds. He began his career in the automotive industry in 2001 at a Toyota retailer, becoming an ASE Certified Advisor and Toyota Certified Assistant Service Manager. In 2005, he joined Reynolds’ Service Price Guides (SPG) department in Tampa, Florida and quickly became a subject matter expert for the product. In 2014, he transitioned to his current role in Product Planning where he is responsible for the enhancement and design of several fixed operations applications.

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