-Xtime, the customer retention solution for automotive manufacturers and dealer service departments, announced that it has been selected as the exclusive service automation provider for Mazda North American Operations. Providing integrated service recommendations, pricing, scheduling and service lane check-in through cloud-based applications, Xtime increases customer loyalty and improves the ownership experience.
“We’re always looking at ways to improve the customer experience and are thrilled to partner with Xtime to help us reach our goals”
“For over a decade, Xtime has delivered a superior customer service experience, which is key to our success in driving more customers and revenue for OEMs and their dealerships,” said Xtime President Neal East. “A partnership with Mazda is a great fit, as we are both committed to providing a world class experience across the vehicle ownership lifecycle.”
Efficient and Integrated Mazda Ownership Experience
Mazda Service Scheduler will integrate Xtime’s Scheduling 7, enabling Mazda owners to access dealership scheduling 24/7 via online and through smartphones. Additionally, they can select appointment times based on availability, advisor or transportation. For dealership personnel, Xtime enables anyone in the dealership to answer the phone, book service orders and maximize shop utilization.
By also utilizing Xtime’s service lane tool, Check-In 7, Mazda dealership representatives can use tablets to meet and greet customers immediately on the service drive, confirm appointments, as well as review and capture the customer’s needs and capture vehicle condition and approval signature.
Both retention solutions integrate secure and consistent access to factory and dealer recommendations, declined services, pricing and repair history.
Mazda Dealerships Empowered with Quick Access to Customer and Vehicle Information
Mazda dealers will benefit from other powerful Xtime cloud-based services to retain customers, including:
DMS Integration: Certified, bi-directional integration with dealer management systems ADP, Dealertrack, Reynolds & Reynolds and more. Appointments booked via Xtime appear in the DMS and customer records are updated.
Management Reporting: Service Managers can review Web statistic reports to gain insight into a customer’s online booking experience.
Digital Service Menus: Online and easy-to-read menus provide manufacturer-recommended and dealer-preferred maintenance schedules based on VIN.
Vehicle Owner Sign-In: Mazda owners can log directly into a Mazda dealership website to create appointments. The online account will maintain dealer preference, as well as vehicle and customer information.
Efficient Walk-Around Inspection: Walk-around inspections and vehicle conditions are captured in the Check-In 7-enabled tablet. Vehicle history will also be displayed.
“We’re always looking at ways to improve the customer experience and are thrilled to partner with Xtime to help us reach our goals,” said Tim Manning, Director, Customer Service, Mazda North American Operations. “We see Scheduling 7 as a tool to help Mazda dealers provide a service experience that exceeds consumers’ increasingly demanding expectations.”