MDD DealerVision

Turbocharging Express Maintenance: How Corwin Toyota Slashed Wait Times and Boosted CSI

In the fast-paced world of automotive service, minutes matter. Ask Warren Weimer, Service and Parts Director at Corwin Toyota in Colorado Springs. He transformed their Express Maintenance service from a potential bottleneck into a high-performance profit center. Here's how.

The Challenge: Stuck in Neutral

"No one wants to wait two hours for an oil change," Warren said bluntly. Despite being part of a brand known for efficient maintenance, Corwin Toyota's express service fell short of customer expectations. With wait times stretching to 2.5 hours, they were at risk of losing valuable customer-pay business to quick-lube competitors.

The Pit Stop Strategy: ServiceVision™ cycle time reduction and automated service workflow.

Warren, a former Master Technician turned Service Director, knew that to win in the express lane, precision timing was needed. Enter ServiceVision™, Mobile Dealer Data's (MDD) cycle time reduction, and automated service workflow.

This cutting-edge tool allows real-time tracking of every step in the express service process, from check-in to drive-off. "With this cycle time tool, we know at the 40-minute mark whether we're having an issue with a particular delivery," Warren said. "We can get help there immediately to meet our delivery promise."

Revving Up Results:

The impact was immediate and impressive:

- 64% of customers now out the door within 60 minutes

- 96% of services completed within 90 minutes

- Average wait time slashed from 2.5 hours to under 90 minutes

But the benefits didn't stop there. Corwin Toyota saw a significant uptick in their Toyota Loyalty and Engagement scores and CSI (Customer Satisfaction Index), proving that speed doesn't have to compromise quality.

Under the Hood: The Cycle Time Advantage

Ed French, president of AutoProfit Group and a veteran in dealership performance enhancement, puts it into perspective: "Service managers often focus on stacking work into each repair order. But cycle time management looks at how to add more billable hours through efficiency."

By adopting this approach, Corwin Toyota isn't just turning bays faster – they're turning more profit.

Beyond Oil Changes: A Comprehensive Tune-Up

Warren didn't stop at express service. Leveraging Mobile Dealer Data's Real-Time Location System (RTLS), Corwin Toyota now tracks inventory, keys, and vehicles throughout their property. "This was part of our efficiency solution," he noted. "We can pinpoint where cars are, identify holdups, and improve weak points throughout the day."

The Result: A Well-Oiled Machine

With MDD ServiceVision, Corwin Toyota has transformed its express service into a model of efficiency:

- Increased bay turns by 40-60%

- Improved customer communication

- Enhanced capacity management

- Boosted overall service profitability

"We now communicate with customers more efficiently," Warren said. "I have a quick snapshot of capacity and can book that appointment today, so it doesn't float down the street."

Your Turn to Accelerate

In today's competitive market, every minute counts. The Corwin Toyota success story proves that with the right tools and mindset, you can turn your express service into a high-performance profit center.

Ready to put your service department in the fast lane? Consider how cycle time management could rev up your operations, satisfy more customers, and boost your bottom line.

Remember, in the race for customer loyalty, the checkered flag goes to those who can deliver quality service at top speed. Don't let your express lane become an exit ramp for your customers – make it your expressway to success.

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