June 22, 2018, Austin Infiniti launched with TruVideo. Within just five weeks, we knew we had to feature them as our dealer of the month! In speaking with Mark Baily, Service Director at Austin Infiniti, he gave us his insight on why it’s working and what they are doing to continue growing their service department with TruVideo.
Mark explains that before launching, they had meetings with all the technicians so they were part of the launch process. Because their dealership already has a very strong multi-point inspection process, making TruVideo part of that process just made sense. The second part of making sure the technicians were on board, was having a follow up meeting 10 days after the launch of TruVideo. By including the technicians in the pre and post launch, their video rate was high from day one. The technicians really like the control the TruVideo process has given them. They can now communicate directly with the customer and the customers love it. In fact, they are seeing reviews on Google and their CSI score has increased for one of their more important questions “did the dealer go over their multi-point inspection with you?”
Google user :
“My service writer, Dave Hendricks was outstanding! I was able to view real-time online as my car was being inspected by the technician! I received online updates of a multiple things being done including, a full set of new tires, oil and filter change, and differential service. Yet, I was in an out in two hours. The waiting area had a full service concierge and a multi port charging station. Great experience and very cost effective!”
They are also using TruVideo to bring old customers back. They are currently testing a direct mailer to Infiniti owners, with older model years, that haven’t been in for service in a while. By offering a free multi-point inspection video, it provides the customer with the confidence they are looking for when getting their older vehicle serviced.
All this and they have only been using it for 6 weeks! So far, their average customer pay RO has gone up by $19 parts and labor.
As Mark put it best, “TruVideo is an awesome selling tool without being a selling tool.”