Auto dealers understand the connection between efficient processes and customer satisfaction. But even in well-managed dealerships, not all processes function flawlessly all the time. Processes can break down for many reasons, and sometimes, steps are skipped due to unforeseen circumstances.
In an ideal world, dealers would have their eyes on every process – all day long. They would promptly identify the issue, step in, and fix it when a breakdown occurs. But we all know that’s not feasible. Or is it?
Thanks to artificial intelligence (AI), it is now possible to have a virtual army of assistants observing and identifying specific patterns and processing compliance according to the dealers’ particular parameters. Assistive alerts to the appropriate personnel ensure customers and employees experience faster, easier, and more consistent sales and service processes for the dealership as a whole.
The technology is called Computer Vision, a type of AI that teaches your security cameras to think like you do. Instead of a dead expense, your existing security cameras suddenly become proactive participants in improving process efficiency.
Service Processes
AI alerts greatly help employees, empowering them with knowledge and assisting them with prioritizing tasks. These alerts stem from an objective data source and serve as virtual taps on the shoulder, indicating when to act on an opportunity or address an issue. For example, if a customer is not greeted promptly or spends an extended period in the customer lounge, AI will send an alert, prompting quick intervention.
AI also evaluates every step to provide critical cycle time insights on key areas of your service process – from greeting and walk around to write-up to rack, time on/off rack, and delivery. So, you now know how long each step takes and can address possible friction points.
Retention of service customers is typically challenging for car dealerships because the perception of time is the key driver. Customers who perceive it’s consistently taking too long at the dealership will go elsewhere.
Dealerships can compete with independent service centers. But they can’t know how long customers are on-site without computer vision because their software doesn’t tell the story. For instance, opening and closing a repair order has nothing to do with when the customer arrives, or their keys are returned to them.
Sales Process
One of the biggest complaints from customers about purchasing a vehicle is the time it takes. However, reducing the purchase time can be challenging because dealers often don’t know where bottlenecks occur.
With AI, you can set customized time limits for each step in the process, such as the meet and greet, vehicle presentation, test drive, F&I, and delivery. When the designated time for an activity is exceeded, you will get an alert. With this level of customization, dealerships can strategize and implement changes to reclaim lost time, leading to increased operational efficiency and revenue.
Security Enhancement
Beyond process management, AI contributes to enhanced dealership security. The technology generates alerts for potential safety and liability issues, such as customer falls, the presence of firearms, or vehicles leaving the premises without proper documentation.
Computer Vision AI is transforming dealership management by providing real-time insights, enhancing process efficiency, and bolstering security. By teaching cameras to think like dealership owners and managers, AI acts as a team of virtual assistants, ensuring that every aspect of operations aligns with desired standards for an improved customer and employee experience.