
Dealerships offering mobile service are making significant strides in winning back customers, according to new research.
Data from Curbee, which supports dealers in implementing mobile service operations, show 92 per cent of lapsed service department clients returning after accepting a mobile service appointment. The company noted that these findings underscores the growing potential of this innovative approach.
Service and parts departments remain the backbone of dealership profits, but as vehicles age out of warranty, customers often gravitate towards independent repair shops, the company said in an announcement. With the average U.S. vehicle age exceeding 12.5 years, dealers face increasing pressure to retain service business as older vehicles require more maintenance.
“Mobile service represents a significant opportunity for dealers to modernize operations and deepen customer relationships,” says Amit Chandarana, CEO of Curbee. “By prioritizing convenience and meeting customers on their terms — at their home or at the office — the industry can tackle one of its most pressing challenges: bringing lapsed customers back into the fold.”
Curbee’s findings show the potential of mobile service to bridge this gap:
- 92 per cent of lapsed customers – those absent from service departments for over 18 months – agreed to mobile service appointments, highlighting convenience as a key driver of loyalty.
- For vehicles averaging seven years old, 100 per cent of required services were routine, such as oil changes, tire rotations, and battery checks, making mobile service an ideal solution.
- Appointments lasted an average of 55 minutes, minimizing customer inconvenience and freeing up service bays for complex repairs.
Image credit: Depositphotos.com
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Comments
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Proper vehicle service cannot be performed at off site locations. The technician will not have access to critical components needing inspection. Weather plays a very important role in outside vehicle service. This will be a difficult service to attract technicians. Another important question is inventory. Service vehicles are not able to store a lot of inventory. Too many variable to consider. In my opinion auto service will be very difficult to perform in consumers laneways. Not something I would even consider.
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