Dealer-FX enhances service suite with customer self-service solutions

Dealer-FX announced new enhancements to its end-to-end service suite, including self-service solutions for consumers. The latest feature of Dealer-FX—Payment—further allows consumers to choose how they interact with each step of the service process—via text, mobile device, website, face-to-face or phone.

Interacting in a self-serve, mobile-centric capacity is increasingly important to vehicle owners and Dealer-FX is designing solutions with that exact approach in mind. With Dealer-FX’s service technology platform, consumers can easily schedule, check-in, receive updates, communicate, pay, and check out from their mobile device – leading to higher customer satisfaction and retention.

This self-serve approach also creates a tremendous financial opportunity for dealers. Dealer-FX clients, on average, have experienced a 20% lift in dollars per RO when their customers book a service appointment through online scheduling. An even greater increase occurs when scheduling is combined with mobile check-in — dealers are seeing up to $31 in additional services per RO.

“Too many dealers are saddled with software from companies that built their code in the ‘80s and ‘90s. Today, customers expect a simple, modern, mobile-centric experience and when dealerships disappoint them, it results in low satisfaction and customer defection,” said Dealer-FX CEO, Bill Lucchini. “As an industry, we need to provide a better experience and if we do, customers will be more loyal and dealerships will thrive. This payments launch is a powerful new tool we’re providing to dealers to help them delight their customers.”

Mobile technology has fundamentally changed how people interact with the world. Dealer-FX’s new payments solution is designed to leverage the convenience of mobile, reducing one of the many friction points commonly experienced by consumers when servicing their vehicle.

“Every customer has a mobile device, and when they come in for service, they expect us to provide a digital experience. It’s familiar and convenient for them. Dealer-FX has helped us take advantage of mobile technology to provide a world-class level of service for our customers,” said Dennis Carson, Service Director at Hickory Toyota in Hickory, NC.

Payments, in addition to the latest Dealer-FX product suite, dealers can also send service invoices instantly via text or email, and provide consumers with convenient, safe and flexible payment options—— Including mobile wallet options such as Apple Pay and Google Pay. Invoice data is integrated with DMS and Dealer-FX platform, and all expenses are combined into one convenient invoice. Dealer-FX payments are supported by Stripe, providing a user-friendly checkout experience and ensuring industry-leading fraud protection.