Technology and software are transforming the dealership service experience.
The modern fixed ops department and its suppliers were already shifting pre-pandemic, and continue to do so around the themes of greater efficiency, automation, transparency, seamlessness, and improved customer experience.
Hunter Engineering is one such supplier that was in the midst of a change when the pandemic hit, and as a result has an abundance of new tech coming up. In an interview with Canadian auto dealer, John Peron, Managing Director at Hunter Canada, discussed the increasing use of certain types of hardware and software by dealerships to help facilitate multiple vehicles in “a very casual, inviting manner.”
“I think what they’re trying to do in that area is to provide as much information as possible to the respective guest, along with the initial reason they came in for in the first place,” said Peron. “Where people were moving pre-COVID was to see if we could take out some of the manual-related tasks and provide automation with technology before it gets into the back.”
One of the technologies from Hunter Engineering allows dealers to quickly identify a customer’s vehicle and the specs for alignment. Its unmanned inspection equipment automatically captures alignment and tire tread information, and an integration with Xtime’s Engage allows service advisors to showcase the results on a tablet.
Peron said tire wear details can be provided automatically, and any information specific to whether or not the vehicle needs an ADAS (Advanced Driver Assistance Systems) reset specific to reading the VIN and the respective alignment specifications to that VIN.
“I think as COVID was going on, a couple of things came to mind: the first one is how do we safely engage with our customers from two facets — one of them being, how can we keep them safe without too much human contact?”
— John Peron, Managing Director at Hunter Canada
Photo: Hunter canada
The advisor is also able to identify if there are any open recalls on the vehicle by scanning the VIN — and from those parameters they can provide information to a customer that would allow them to make an educated decision on whether or not they want to get that service done immediately (while they are in the service department), or if they want to schedule another appointment.
“We were in transition, doing that as COVID hit,” said Peron. “But I think as COVID was going on, a couple of things came to mind: the first one is how do we safely engage with our customers from two facets — one of them being, how can we keep them safe without too much human contact?”
He said the marketplace is experiencing an influx of kiosks, texting, or some type of software/hardware package where the interaction can be done by phone rather than face-to-face or “belly-to-belly.” The vehicle can be checked-in and the service advisor can receive a report on it.
Peron said dealers that have a go-to unit and Hunter Engineering equipment can do just that — check-in the vehicle and receive all the information digitally through their phone, if the two units are interconnected.
The company also has a handful of software platforms that, when used to evaluate vehicles, can seamlessly and autonomously pass the information back to the user, who can then have a conversation either by text, video, or phone with an advisor. A payment option is also available via the platform.
Photo: Rousseau Métal
“Moving forward, I think that it’s going to be critical. I think the kiosks and the integration have become part of the environment because of where we are today,” said Peron. “However, I think that it’s going to grow even further, because I think that most consumers don’t want to wait in line.”
Peron also spoke to the idea of having the customer be part of the conversation. He said the company’s technology includes something called a Flightboard, similar to the concept at an airport. It is an automated display that quickly showcases inspection findings in the service drive or the customer waiting room; it allows customers entering a dealership to immediately see an image of their vehicle and the inspection results in real-time.
“I think it’s an amazing way for a dealer to be able to open up a conversation that sometimes is difficult, because in many cases the owner of the vehicle will ask, can you explain what’s going on with my car?” said Peron. “So those difficult conversations sometimes become a little bit easier, because the vehicle owner is part of the process, right?”
As for other suppliers in the market, some are focused on helping dealers add efficiency to their departments by helping them maximize the usable, workable space for their employees. This is the piece of the puzzle they see as part of the modern service area.
Photo: Hunter canada
Benoit Toussaint, VP of Sales at Rousseau Métal, a provider of storage units and work benches, said he envisions a well-engineered and well-designed working environment where there are no useless movements and there is good communication between people, departments and customers. “It’s a place where flow is simple and easy, but still sophisticated,” said Toussaint.
“Everything is easily accessible and there is no loss of space, because you can reach each area of the storage unit — even the back, just by pulling the drawer out.”
— Benoit Toussaint, VP of Sales at Rousseau Métal
Photo: Rousseau Métal
Importantly — the key to achieving this, he said, is flexibility. Or at least, products that offer that flexibility by creating more space, that make the flow easier, and that support a faster turnaround time regarding employee workload. For that, Toussaint said the company came up with the R2V Vertical Drawer this year, which allows dealers to add more storage space within the unit without increasing its footprint.
“You can add the R2V Vertical Drawer unit in-between two work benches, and then you can create more space above the work surface, or more space to store tools, for example,” said Toussaint. “Everything is easily accessible and there is no loss of space, because you can reach each area of the storage unit — even the back, just by pulling the drawer out.”
The company also offers numerous accessories that fit the new drawers, and dealers or their employees have the ability to add multiple locks to the vertical doors. This in turn allows for more than one employee that may be sharing the same space and the same unit, but have their own drawers.
Toussaint said they also launched several new products and accessories, such as new drawers and shelving designs that can create more space within the parts department. He said tools that offer more flexibility can help dealers, or a specific department, adapt to change.
Other products that also promote flexibility include TekZone Hutches, also known as TekZone workstation hutches that allow for a more secure and personalized workspace; the R-Go Motorized Toolbox (and motorized platform); and a versatile, ergonomic and multifunctional piece of equipment called the MultiTek Cart — which launched a few years ago, but new dimensions and accessories are still being added.
Photo: Rousseau Métal
“I think in a dealership there’s always changes from, let’s say new vehicles, new models, new tools, new training requirements, new technology, new social challenges such as COVID, and/or a slowdown in the marketplace or very high demand,” said Toussaint. “All of these changes have an impact on space management in a facility.”
Any device or tool that needs to be added for a new team member, or removed when there are less staff workers on the floor, must be flexible enough to help dealers manage these situations. And making sure the dealership is as versatile as possible will help them better prepare for upcoming or unforeseen changes — like a global pandemic.
