Cox Chevrolet

The Problem 

Before using service kiosks, our dealership’s afterhours drop-off and early morning pick-up processes were completely manual, and they came with several challenges. We were using standard night drop envelopes… I can’t tell you how many times I got a blank envelope. Without the necessary information, cars would sit most of the day before we could even create the repair order. Keys were left on the showroom floor or at the reception desk, and if a car was moved by sales, customers often had trouble locating it.

Accessibility was also limited; once the showroom closed, there was no easy way for customers to retrieve their keys. Additionally, advisors would sometimes miss offering certain services or upsell opportunities when things were busy. While the manual process worked in a basic sense, it created inefficiencies, delays, and required a lot of follow-ups to ensure customers received a smooth experience.

The Solution

Since implementing the service kiosks, these challenges have been completely resolved. Customers now check in using a QR code sent via email or text, allowing them to provide all the required information upfront. The system works very well, and it’s intuitive for customers to log in or sign up, register their concerns, and leave information for the advisor in the morning. Keys are securely stored in the kiosk, accessible 24/7 under a covered area, eliminating confusion or delays. Advisors receive notifications whenever customers drop off or pick up after hours, and signed disclosures can be printed directly from the system, keeping us warranty compliant.

The kiosk also ensures service menus are consistently presented, and customers can indicate interest in trade-ins or upsells, which is routed directly to our sales managers. This has helped increase closing rates and made it easier for less experienced advisors to follow up effectively. The service kiosks have extended our service hours, improved efficiency, strengthened customer connections, and allowed our team to work smarter without needing additional staff. I couldn’t imagine our life without the kiosks now.

The kiosk gives us the ability to make sure everything is offered to the customer every time during the check-in process.