In recent months, our OEM has been pushing the use of tablets in the service lane. Handling everything from the walk around, explanation of services, and charges to even completing the RO on the iPad offering the customer an easy experience.
An experience sounds great, no? But the problem is what is the “experience”? And how does Service integrate them into the lane? What are the benefits?
All valid questions. Here are some overall benefits on using the iPad in the service lane streamlining the customer's transactions and touch points.
Removes the “behind the desk” approach. No longer is the advisor crouched behind the desk when greeting the customer
The “walk-around” is started immediately after the meet & greet allowing the advisor to stay with his customer, which allows him/her to mark the appointment completed.
The Advisor is able to their iPad to explain the charges and explain the recommended items in an honest approachable way
The Advisor can now close their RO - leaving less room for error for discounts, etc. Also letting the customer update his/her information all from the iPad. Where s/he might intuitively complete the form submission.
What the iPad in the service lane eliminates:
Long wait in line at the cashier's office
Coupons & Discounts issues are resolved and properly marked on the RO
The customer standing aimlessly wondering what's going on.
Do you use iPads in the service lane? If not, is it something that you would consider using? What concerns do you have with using an iPad in the lane?