Hines Park Ford

The Problem 

Before service kiosks, our drop-off process was very traditional. Customers would use a night drop box with paper envelopes to leave their keys and write down service requests. While this worked for basic tasks, it created several challenges. Handwritten notes could be difficult to read, which sometimes led to missing or misinterpreted information. On busy mornings, service advisors had to spend extra time deciphering notes and following up with customers to confirm details. This really slowed down our workflow.

Weather was also a big factor. Rain, snow, or freezing temperatures made the experience uncomfortable for customers. Even though the drop box was located at the front door of the service department, some customers had trouble finding it, particularly if they were dropping off after hours. And, while the old system worked for routine services, it didn’t capture enough information for more complex issues or provide an intuitive way for customers to explore additional service options.

With the pace of modern dealership operations, we needed a solution that could handle high volumes efficiently, provide convenience for customers, and streamline the morning workflow for our advisors.

The Solution

We implemented the service kiosks, and it transformed our drop-off process. The installation went smoothly, with Reynolds providing on-site training over several days to ensure our team understood the system. The service kiosks allow customers to submit their requests digitally, using a simple QR code. This 24/7 system makes afterhours drop-off seamless and keeps everything organized for our team.

For our service advisors, the information is automatically integrated into our DMS, making it easier to track requests, avoid errors, and manage high volume mornings efficiently. Even with busy schedules, advisors now have time to prioritize tasks, check
notifications, and start service work without customers waiting in the service drive.

If a dealership is still doing envelope drop-offs, it’s time to move into the twenty-first century and give customers a better experience.