Team Toyota of Glen Mills

The Problem

Before we started using a service kiosk, we had the old-school system — customers filled out a piece of paper and dropped it in a box. With the manual process, we saw a lot of human error. The information wasn’t always clear, keys were sometimes missing, and overall it just left a lot of room for mistakes.

When it came to payments, we would call the customer and take the payment over the phone. Then we’d pull the vehicle up to a spot that wasn’t locked behind our gates and put the paperwork and keys in the car. It was a huge liability.

The Solution

If you don’t continue to advance, you get left behind. Kiosks are becoming the norm — you see them everywhere from restaurants to retail — and our industry is no different.

The service kiosk has allowed us to easily collect payments right from the kiosk, and their keys and paperwork are secure, reducing our liability.

When it comes to support, we’ve been extremely happy. They are always responsive and have been able to address any problems immediately.

The service kiosk portal lets me see the status of every customer check-in. If there’s ever an issue, I can track which service advisor handled it and access the corresponding signature sheet. Having this detailed reporting and accountability is probably the best part about it.

The kiosk integrates seamlessly with our DMS, creating a true one-stop-shop experience. Previously, pricing errors were common. Now it’s a complete game-changer.