Wednesday, June 3, 2015

The Connected Vehicle First Needs To Be Connected – Carlisle Research “Scrapbook"

We do a lot of research about what goes on in the dealer service lane. Sometimes it is interesting to connect the dots between disparate sources of data and see if it better explains life, or what life promises. Here are three pictures from our scrapbook and some simple messages. What do you see in the scrapbook?
  1. According to dealers, not many repair orders are scheduled online.
  2. According to customers, many prefer to schedule online (more than those actually doing so, as shown above), while many others prefer to just call in and schedule their service.
  3. It seems that most customers would prefer to connect from their vehicle to schedule service.
Bottom Line: It seems that we have a problem with the tools we provide customers to schedule service today. Many are interested in doing it electronically, but less are actually doing so. Either dealers are slow to adopt or the current set of web-based service schedulers are flawed and not liked much by customers or dealers. Beyond this, customers want the convenience of scheduling from their vehicle, but we still have some work to do here.

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