Team Toyota of Princeton

The Problem

Before installing the service kiosks, we relied on a traditional drop-box system for service check-in. Customers would fill out paper forms, include their contact information, and drop keys into an envelope slot.

Service advisors collected these in the morning manually, wrote up the ROs, and then would reach out to the customer to confirm services. While functional, this process had limitations:

• Limited visibility and accountability
• Manual follow-ups and communication gaps
• Limited customer engagement

The Solution

Our drop-off and pick-up experience was transformed by service kiosks that provide convenience, accountability, and visibility. Customers can now check in and pick up their vehicles anytime, including outside standard business hours, which removes scheduling conflicts and offers a level of flexibility that wasn’t possible before.

The system provides real-time tracking of keys and customer interactions, reducing errors and giving staff confidence that vehicles are handled correctly. Advisors can also use the service kiosk dashboard to track upsells and service recommendations, ensuring no opportunities are missed and that customers are presented with the full range of services at drop-off.

The service kiosk has cut down on questions and confusion about where cars or keys are.